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Two‐wheeler service sector in India: factors of importance for sustainable growth

Two‐wheeler service sector in India: factors of importance for sustainable growth 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Advances in Management Research Emerald Publishing

Two‐wheeler service sector in India: factors of importance for sustainable growth

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Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
0972-7981
DOI
10.1108/97279810880001264
Publisher site
See Article on Publisher Site

Abstract

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

Journal of Advances in Management ResearchEmerald Publishing

Published: Jan 1, 2008

Keywords: Two‐wheeler service sector; Sustainable growth; Service delivery; Customer satisfaction

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