Variables of Service Quality Facilitating Client Contentment in Indian Bike Industries
Mohd Talha Khan
Mohd Talha Khan, Department of Mechanical Engineering, Moradabad Institute of Technology, Moradabad, India.
Manuscript received on March 15, 2020. | Revised Manuscript received on April 01, 2020. | Manuscript published on April 10, 2020. | PP: 302-307 | Volume-9 Issue-6, April 2020. | Retrieval Number: E3149039520/2020©BEIESP | DOI: 10.35940/ijitee.E3149.049620
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: 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.
Keywords: Bike Industries, Client Contentment, Factor Analysis, Regression Analysis, Service Quality .
Scope of the Article: Software & System Quality of Service