Title: Service quality gap - a tale of two companies

Authors: Hasnan Baber

Addresses: Endicott College of International Studies, Woosong University, 300-718, South Korea

Abstract: The study is aimed to explore the service quality gap of two automobile companies in India. A structured 25-item questionnaire was used to collect primary data from 1,320 customers from two companies by stratified sampling of selected states. Data was statistically analysed through reliability analysis, exploratory factor analysis, paired sample t-test and confirmed factor analysis. The findings revealed a significant gap in service quality of both companies. Only tangibility and empathy factor has expected level lower than the perceived service quality level. Also in both companies SERVQUAL model has a constructive and significant impact on customer satisfaction. The findings will help in comparing service quality levels of two companies and improving the same.

Keywords: quality; service; gap model; customer satisfaction; automobile; Toyota; Ford; India.

DOI: 10.1504/IJSEM.2019.098926

International Journal of Services, Economics and Management, 2019 Vol.10 No.1, pp.23 - 33

Received: 31 May 2018
Accepted: 05 Dec 2018

Published online: 01 Apr 2019 *

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