THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION, TRUST, AND LOYALTY IN SERVICE CENTRES OF THE AUTOMOBILE INDUSTRY

In current scenario, service quality has received a lot of attention from practitioners and researchers over the last few decades. The entry of new businesses into the market with nearly identical goods or services sparked intense competition and provided consumers with a variety of options, giving them significant bargaining power. To secure their long-term interests, service companies are looking for strategies to establish and sustain an ongoing relationship with their customers. It is very less expensive to keep current customers than to find new ones. This highlights the necessity of creating and sustaining client relationships in order to gain customer loyalty. This paper investigates the influence of service quality on customer’s satisfaction, trust and loyalty of service centers of automobile industry. The sample size was set at 440 since the research expected a 10% non-response or non-corporative rate. The systematic random sampling technique was used to choose these sample respondents. With Mean & Standards, a one-way ANOVA is performed. It is observed that the respondents who are having the practice to visit service center of the company, once in yearly, they are perceived more level of service relating to tangibility, reliability, and responsibility.