A STUDY ON IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION WITH REFERENCE TO REPLACEMENT SALES OF TRUCK/BUS RADIAL (TBRS) TYRES

T.K. Madhusudhan, G.V. Kesava Rao

Abstract


Service quality is having great importance in tyre industry, mainly in replacement or aftermarket sales.  The purpose of the study is to understand the role of quality of service during the sales of Truck/Bus Radial (TBRs) tyres on customer satisfaction with reference to replacement sales. This research uses the SERVQUAL dimension.  The study also tries to understand the service quality of major companies dealing with the sales of TBRs. The method of research adopted is descriptive in nature. The population used for the study is the fleet owners (Commercial vehicle) in Bangalore district. Sampling technique used in this study is convenience sampling and size of sample is 120. For this purpose, sales service quality questionnaire was designed and used. The obtained data is analyzed by using the multiple regression analysis. Findings of the study points out that service quality dimensions are very crucial for the customer satisfaction in replacement sales of Truck/Bus Radials (TBRs).


Keywords


Truck/Bus Radial (TBRs) tyres, replacement market, SERVQUAL dimensions and Customer satisfaction.

References


Budhiraja R. (2015). "Radialization to drive growth of CV tyres", Motorindia, Interviewer

Cronin JJ Jr, and Taylor SA. (1992). "Measuring Service Quality: A Reexamination and Extension", Journal of marketing, Vol.56(3), pp.55-68.

Grönroos C. (1984). "A Service Quality Model and its Marketing Implications", European Journal of Marketing, Vol.18(4), pp.36-44.

Grzegorz Biesok JWW. (2011). "Marketing and logistic problems in the management of organization", Wydawnictwo Naukowe Akademii Techniczno-Humanistycznej w Bielsku-Białej, Bielsko-Biała.

Klaus P, and Maklan S. (2007). "The role of brands in a service -dominated world", Brand management, Vol.15(2), pp.115-122.

Klaus P, and Maklan S. (2012). "Towards a better measure of customer experience", Journal of market research, Vol.55(2), pp.227-246.

Kornstedt A, and J. W. (2015). "Defining and measuring service quality in a manufacturing company", Technology, management and economics, Chalemers University of Technology, Sweden.

Levy P. (2009). Retrieved from ebscohost: http://web.ebscohost.com/ehost/pdf?vid=5&hid=12&sid=3e22all-3ffe-4951-b082-735c8449be46%40sessionmgrll

Lovelock C, Vandermerwe S, Lewis B, and Fernie S. (2011). "Services marketing", Edinburgh Business School, Edinburgh.

Parasuraman A, Zeithaml VA, and Berry LL. (1985). "A Conceptual Model of Service Quality and Its Implications for Future Research", The Journal of Marketing, Vol.49(4), pp.41-50.

Parasuraman A, Zeithaml VA, and Berry LL. (1988). "SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality", Journal of retailing, Vol.64(1), pp.12-40.

Saling BM. (2016). "Effects of service quality and marketing stimuli on customer satisfaction", Journal of Business and management sciences, Vol.4(4), pp.76-81.

Schiffman LG, Kanuk LL, and Wisenblit J. (2010). "Consumer Behaviour", 10 ed., Pearson Education, Delhi.

Schuh G, Gudergan G, Feige BA, Buschmeyer A, and Krechting D. (2015). "Business Transformation in the manufacturing industry - How information acquisition, analysis, usage and distribution affects the success of Lifecycle-Product-Service-Systems", Elsevier B.V, pp.335-340.

Thuy LN. (2014). "The Relationship between Service Quality and Customer Satisfaction of Thien Huong Corn Wine Company in Vietnam", I-Shou University, Department of Business Administration, Vietnam.

Wasif ammar ZM. (2015). "Attaining customer loyalty! the role of customer satisfaction amd customer retention", IOSR Journal of Business and Management, Vol.17(3), pp.16-31.

Wirtz RH. (2015). "The three- stage model of service consumption. The Handbook of Service Business: Management, Marketing, Innovation and Internationalisation", by Bryson JR, and Daniels PW. (eds.) Cheltenham: Edward Elgar, United Kingdom, pp.105-128.


Refbacks

  • There are currently no refbacks.


Send mail to ijmss@ijmss.com with questions or comments about this web site. 

International Journal of Management and Social Sciences, All rights reserved.