Title: Unfolding the learning disabilities using qualitative analysis: the two-wheeler service sector in India
Authors: Virupaxi Bagodi, Biswajit Mahanty
Addresses: Industrial and Production Engineering Department, BVB College of Engineering and Technology, Hubli – 580 031, Karnataka, India. ' Industrial Engineering and Management Department, Indian Institute of Technology, Kharagpur &ndash 721 302, West Bengal, India
Abstract: The success of two-wheeler manufacturers in India depends on the competitive advantage gained by them through the after-sales services. Providing and maintaining customer satisfaction in the face of rapid changes in technology is a difficult task. While timely addition of capacity and upgrading of technical manpower are essential preconditions, the achievement of customer satisfaction requires an integrated approach. Many causal loops are identified through field study to unfold the learning disabilities that are prevalent in the service sector. This paper presents a qualitative analysis of these powerful feedback loops, essential for after-sales services.
Keywords: service centres; India; two-wheeler industry; customer satisfaction; qualitative analysis; learning disabilities; after-sales service; service industry; scooters; motorbikes; motorcycles.
International Journal of Technology, Policy and Management, 2006 Vol.6 No.2, pp.221 - 235
Published online: 16 Sep 2006 *Full-text access for editors Access for subscribers Purchase this article Comment on this article