Open AccessVariables of Service Quality Facilitating Client Contentment in Indian Bike Industries
Author(s) -
Mohammad Aktaruzzaman Khan
Publication year - 2020
Publication title -
international journal of innovative technology and exploring engineering
Language(s) - English
Resource type - Journals
ISSN - 2278-3075
DOI - 10.35940/ijitee.e3149.049620
Subject(s) - contentment , servqual , service quality , reliability (semiconductor) , service (business) , regression analysis , psychology , customer satisfaction , quality (philosophy) , empathy , marketing , business , applied psychology , social psychology , statistics , mathematics , power (physics) , physics , philosophy , epistemology , quantum mechanics
Clients of automotive service industries are always anxious for after sales service. The objective of this research is to determine the association of variables of service quality and client contentment in bike industries. The information was gathered using convenience sampling technique from 150 users of bike industries in the form of questionnaire developed using SERVQUAL model. The important variables were extracted utilizing exploratory factor analysis. Hypothesis of the research was analyzed using multiple regression analysis and ANOVA. The results of the research revealed that the variables reliability, empathy, responsiveness, assurance, accessibility and convenience are found statistically significant to determine customer contentment whereas tangibility is not found significant to determine customer contentment and findings indicate that management have to focus on attributes like interest in solving clients’ problem, clients’ question to be answered timely by staff, trust in you to be inculcated by staff, individual consideration by staff and stopping region.