Micro and macro analysis of service quality of two-wheeler service in India: to capture the potential market
by Virupaxi Bagodi, Biswajit Mahanty
International Journal of Services and Standards (IJSS), Vol. 3, No. 1, 2007

Abstract: More than 55 million two-wheelers are moving on Indian roads. Accordingly, two-wheeler service sector should have generated revenue amounting to INR 100,000 million per year. In reality, this has not been realised in the organised service sector. Hence, this paper focuses on understanding whether the Indian two-wheeler service industry has considered servicing as a line of business. To carry the analysis, a questionnaire survey was conducted using the modified SERVQUAL. An initial pilot study was aimed at understanding the attributes in Indian context, which was followed by a structured survey that received the response of 510 customers spread over India. Each attribute is analysed (micro analysis) in detail, while the exploratory factor analysis indicate the emergence of five factors, namely, reliability and responsiveness, assurance and empathy, convenience factor, and tangibles and financial factor. Each of these five dimensions has also been analysed (macro analysis). It was found that providing conveniently reliable services is most important in two-wheeler services in India to capture the market.

Online publication date: Sun, 24-Dec-2006

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