Title: Prioritising post sales service quality items in light commercial vehicles using TOPSIS method

Authors: Santosh Kumar Yadav

Addresses: Department of Operations and IT, ICFAI Business School (IBS), The ICFAI Foundation for Higher Education (IFHE), Hyderabad, Dontanapalli, Shankarpally Road, Telengana – 501203, India

Abstract: Post sales service quality is the most essential viewpoint to measure customer satisfaction in light commercial vehicles. A post sales service is required after the sale of a vehicle. Customer satisfaction checks whether, after getting services, customers feel happy or not. This research paper attempts to identify post sales service quality items that lead to customer satisfaction or dissatisfaction. A questionnaire was developed about post sales service quality in which the customer was asked to rate the importance of these items. The technique for order of preference by similarity to ideal solution (TOPSIS) method was applied to rank the post sales service quality items based on their importance in light commercial vehicles. From the results, it is found that having a consistent standard for accepting and returning vehicles for service and promptness of service were the two most important post sales service quality items. The accessibility to the service station and the availability of advanced facilities in the service station were also found to be of significant importance. Service station managers may give these items priority in order to increase post sales service quality.

Keywords: post sales service quality; light commercial vehicle; technique for order of preference by similarity to ideal solution; TOPSIS.

DOI: 10.1504/IJPQM.2019.097762

International Journal of Productivity and Quality Management, 2019 Vol.26 No.2, pp.119 - 138

Received: 22 Feb 2017
Accepted: 29 Oct 2017

Published online: 01 Feb 2019 *

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