AN ASSESSMENT OF SERVICE QUALITY IN THE AUTOMOBILE SERVICE INDUSTRY: A STUDY OF A DEVELOPING COUNTRY
This paper outlines the findings of a research done to see whether the SERVQUAL model, which was developed for a Western industrialized nation, could be applied to the automobile service industry in Sri Lanka, a developing nation in South Asia. Only a few studies on the auto service business are fou...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
University of Kragujevac
2023-03-01
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| Series: | Proceedings on Engineering Sciences |
| Subjects: | |
| Online Access: | https://pesjournal.net/journal/v5-n1/8.pdf |
| _version_ | 1797870098734645248 |
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| author | Saman Yapa Rangesh Fernando |
| author_facet | Saman Yapa Rangesh Fernando |
| author_sort | Saman Yapa |
| collection | DOAJ |
| description | This paper outlines the findings of a research done to see whether the SERVQUAL model, which was developed for a Western industrialized nation, could be applied to the automobile service industry in Sri Lanka, a developing nation in South Asia. Only a few studies on the auto service business are found in literature, despite the fact that many studies have been carried out using the SERVQUAL model. Additionally, many scholars have emphasized the need for the development of industry/culture-specific tools to measure service quality. Both of these needs are met by the current research. According to the investigation, the chosen industry's dimensions of service quality are reliability of work, responsiveness, assurance and tangibles. Except empathy, these dimensions are comparable to the original SERVQUAL model dimensions. The managers of auto service centers in nations that are socially and economically similar to Sri Lanka might utilize the modified questionnaire created in the current study to assess the level of customer service provided by those facilities. Additionally, it was discovered that, with the exception of tangibles, customers were dissatisfied with all dimensions of service quality. Managers of service centers must therefore focus more on enhancing the human components of the service. |
| first_indexed | 2024-04-10T00:21:59Z |
| format | Article |
| id | doaj.art-4def4e1cf0074f858c890193c60ffd98 |
| institution | Directory Open Access Journal |
| issn | 2620-2832 2683-4111 |
| language | English |
| last_indexed | 2024-04-10T00:21:59Z |
| publishDate | 2023-03-01 |
| publisher | University of Kragujevac |
| record_format | Article |
| series | Proceedings on Engineering Sciences |
| spelling | doaj.art-4def4e1cf0074f858c890193c60ffd982023-03-15T17:04:20ZengUniversity of KragujevacProceedings on Engineering Sciences2620-28322683-41112023-03-0151859610.24874/PES05.01.008AN ASSESSMENT OF SERVICE QUALITY IN THE AUTOMOBILE SERVICE INDUSTRY: A STUDY OF A DEVELOPING COUNTRYSaman Yapa 0https://orcid.org/0000-0003-2088-6032Rangesh Fernando1https://orcid.org/0000-0001-8308-8789University of Sri Jayewardenepura Nugegoda Sri LankaImperial Institute of Higher Education, Colombo, Sri LankaThis paper outlines the findings of a research done to see whether the SERVQUAL model, which was developed for a Western industrialized nation, could be applied to the automobile service industry in Sri Lanka, a developing nation in South Asia. Only a few studies on the auto service business are found in literature, despite the fact that many studies have been carried out using the SERVQUAL model. Additionally, many scholars have emphasized the need for the development of industry/culture-specific tools to measure service quality. Both of these needs are met by the current research. According to the investigation, the chosen industry's dimensions of service quality are reliability of work, responsiveness, assurance and tangibles. Except empathy, these dimensions are comparable to the original SERVQUAL model dimensions. The managers of auto service centers in nations that are socially and economically similar to Sri Lanka might utilize the modified questionnaire created in the current study to assess the level of customer service provided by those facilities. Additionally, it was discovered that, with the exception of tangibles, customers were dissatisfied with all dimensions of service quality. Managers of service centers must therefore focus more on enhancing the human components of the service.https://pesjournal.net/journal/v5-n1/8.pdfservice qualityservqual modelautomobile service industrysri lanka |
| spellingShingle | Saman Yapa Rangesh Fernando AN ASSESSMENT OF SERVICE QUALITY IN THE AUTOMOBILE SERVICE INDUSTRY: A STUDY OF A DEVELOPING COUNTRY Proceedings on Engineering Sciences service quality servqual model automobile service industry sri lanka |
| title | AN ASSESSMENT OF SERVICE QUALITY IN THE AUTOMOBILE SERVICE INDUSTRY: A STUDY OF A DEVELOPING COUNTRY |
| title_full | AN ASSESSMENT OF SERVICE QUALITY IN THE AUTOMOBILE SERVICE INDUSTRY: A STUDY OF A DEVELOPING COUNTRY |
| title_fullStr | AN ASSESSMENT OF SERVICE QUALITY IN THE AUTOMOBILE SERVICE INDUSTRY: A STUDY OF A DEVELOPING COUNTRY |
| title_full_unstemmed | AN ASSESSMENT OF SERVICE QUALITY IN THE AUTOMOBILE SERVICE INDUSTRY: A STUDY OF A DEVELOPING COUNTRY |
| title_short | AN ASSESSMENT OF SERVICE QUALITY IN THE AUTOMOBILE SERVICE INDUSTRY: A STUDY OF A DEVELOPING COUNTRY |
| title_sort | assessment of service quality in the automobile service industry a study of a developing country |
| topic | service quality servqual model automobile service industry sri lanka |
| url | https://pesjournal.net/journal/v5-n1/8.pdf |
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