Title: Measurement of service quality of automobile organisation by artificial neural network

Authors: Tarun Kumar Gupta; Vikram Singh

Addresses: Department of Mechanical Engineering, YMCA University of Science and Technology, Faridabad, Haryana, 121006, India ' Department of Mechanical Engineering, YMCA University of Science and Technology, Faridabad, Haryana, 121006, India

Abstract: Today, a rebellious race is taking place among the automotive industries to produce highly developed models and to increase the market share through the network; industries are doing every effort for the same. Good service quality is an essential aspect for any manufacturing unit to attract the customer, and automobile organisation is no exception. To identify the various factors responsible for service quality of the automobile organisation, a survey was conducted. Data was suitably analysed with the help of artificial neural network to calculate the service quality of automobile organisation. The service quality of automobile organisation, thus obtained, has also been verified by graph theoretical approach (GTA).

Keywords: organisational service quality; OSQ; automobile industry; automotive supply chains; artificial neural networks; ANNs; graph theory; quality measurement; supply chain management; SCM.

DOI: 10.1504/IJMCP.2017.081989

International Journal of Management Concepts and Philosophy, 2017 Vol.10 No.1, pp.32 - 53

Received: 05 May 2016
Accepted: 02 Sep 2016
Published online: 31 Jan 2017 *

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