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Asian Journal of Management
Year : 2019, Volume : 10, Issue : 3
First page : ( 176) Last page : ( 180)
Print ISSN : 0976-495X. Online ISSN : 2321-5763.
Article DOI : 10.5958/2321-5763.2019.00028.3

Measuring Service Quality and its relationship with Customer Loyalty in Automobile Sector in Nagpur Region

Mr. Gulhane Niraj Milind1, Mr. Madankar Gaurav Eknath1, Dr. Agashe Abhijeet2, Dr. Band Gayathri2,*

1Student, MBA Integrated, Shri Ramdeobaba College of Engineering and Management, Nagpur, Maharashtra, India

2Faculty, MBA, Shri Ramdeobaba College of Engineering and Management, Nagpur, Maharashtra, India

*Corresponding Author E-mail: gayathriswapnil@gmail.com

Online published on 3 January, 2020.

Abstract

The present research attempts to find out the service quality and its relationship with customer loyalty in automobile sector in Nagpur region of Maharashtra, India. The objective of the study was to study the satisfaction level of customer regarding service provided by the automobile companies and to study the relationship between service quality and customer loyalty. Primary data was collected with the help of questionnaire and google forms from 153 respondents from different area of Nagpur (63% Urban, 37% Rural). From the analysis of SERVQUAL Model for the four companies i.e. Tata, Honda, Maruti Suzuki and Hyundai we had derived that the customer is more satisfied, more loyal, more intend to buy the Tata products followed by Honda, Maruti Suzuki and Hyundai.

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Keywords

SERVQUAL Model, Maruti Suzuki, Hyundai Motor Company, Honda Motor Company, Tata Motors.

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