It is an era of customer delight. The conventional measures implemented by the service organizations tend to be inadquate to attract customers persistendly. We examine the current status of two‐wheeler service stations in terms of their strategies and actions adopted in managing the service stations. The important factors to achieve customer satisfaction in two‐wheeler service industry are identified. Data collected for this study encompasses: (1) questionnaire survey of the service stations, (2) questionnaire survey of the customers (3) formal interviews with the managers and representatives of the manufacturing units, and (4) informal interview with service personnel and the customers. The specific contribution of our research in lies in identificaion and categorizing the factors in Indian context.
Journal of Advances in Management Research – Emerald Publishing
Published: Jan 1, 2008
Keywords: Two‐wheeler service sector; Sustainable growth; Service delivery; Customer satisfaction