Title: Opportunities for emerging market LLPs to improve the service quality of automotive parts exports in post-COVID-19

Authors: A.S. Balakrishnan; Jayshree Suresh

Addresses: Material Planning and Logistics Department, Ford Global Business and Technology Center, Ford Motor Private Limited, Elcot SEZ, Plot No. 13, 14 and 15, Sholinganallur, Chennai, 600119, Tamil Nadu, India ' Loyola Institute of Business Administration (LIBA), Loyola Campus, Nungambakkam, Chennai 600034, Tamil Nadu, India

Abstract: This research article proposes the service quality measures for four automotive lead logistics providers (LLPs) to improve the parts export business based at emerging markets such as India, China and Thailand. These measures have emerged from the pre-COVID-19 perception study on service quality from 117 global automotive professionals from auto original equipment manufacturers (OEMs). Multi-criteria decision-making (MCDM) framework and questionnaire survey method was applied. It concludes with the results of different methods such as service quality (SERVQUAL), importance-performance analysis (IPA) and improvement factor (IF), to explain the significance of export business and where to improve their service quality post-COVID-19. The result shows that the service quality factors of IPA model had wide-ranging reflection for LLPs to focus in comparison with SERVQUAL and IF to gauge the perception of automotive OEMs concerning the service quality of LLPs in the industry post-COVID-19.

Keywords: service quality; emerging markets; multi-criteria decision-making; MCDM; automotive parts export business; importance-performance analysis; IPA; COVID-19.

DOI: 10.1504/IJENM.2022.127619

International Journal of Enterprise Network Management, 2022 Vol.13 No.4, pp.359 - 379

Received: 12 Jun 2021
Accepted: 01 Jul 2021
Published online: 13 Dec 2022 *

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