Description
| Sl. No | Table of Contents | Page No |
| Chapter 1 | Introduction | |
| 1.1 | Introduction | |
| 1.2 | Company profile | |
| 1.3 | SWOT analysis | |
| 1.4 | About HMIL | |
| 1.5 | Dealers profile | |
| 1.6 | Statement of problem | |
| 1.7 | Objective of study | |
| 1.8 | Data source | |
| 1.9 | Research instrument used | |
| 1.10 | Tools used for analysis | |
| 1.11 | Period of study | |
| 1.12 | Limitation of study | |
| Chapter 2 | Theoretical review | |
| 2.1 | Introduction | |
| 2.2 | Service Quality | |
| 2.3 | Five dimensions of service quality | |
| 2.4 | Characteristics of Service Quality | |
| 2.5 | Conceptual model | |
| 2.6 | Quality and satisfaction | |
| 2.7 | Service Quality through customer services | |
| 2.8 | Setting Quality Standard | |
| 2.9 | Quality Management in Automobile Sector | |
| 2.10 | Factors Influencing Service Quality in Automobile Sector | |
| 2.11 | Measurement of Service | |
| 2.12 | Researching Service Quality | |
| Chapter 3 | Data analysis and Discussion | |
| Chapter 4 | Findings, Recommendations, Conclusions | |
| 4.1 | Findings | |
| 4.2 | Recommendations | |
| 4.3 | Conclusions | |
| 4.4 | Appendices | |
| 4.5 | Bibliography |
| Sl. No | List of Tables | Pg. No |
| 3.1 | Age of the Respondents | |
| 3.2 | Media used for booking vehicle service | |
| 3.3 | No. of days taken for vehicle delivery after service | |
| 3.4 | Complaints are constructively handled | |
| 3.5 | Technical knowledge of the staff | |
| 3.6 | Staffs are willing to listen customers individual point of view | |
| 3.7 | Workmanship of the service machine | |
| 3.8 | Responds towards customers query | |
| 3.9 | Service charges are reasonable | |
| 3.10 | Rank of the service quality dimensions in Apco Hyundai | |
| 3.11 | Dependency of Apco for future service | |
| 3.12 | Measure of satisfaction of Hyundai customers | |
| 3.13 | Mann-Whitney test : Service quality rate and vehicle delivery time | |
| 3.14 | Mann-Whitney test statistics | |
| 3.15 | Mann-Whitney test : Service quality and staffs provided services | |
| 3.16 | Mann-Whitney test statistics | |
| 3.17 | Kruskal-Wallis test : Service quality in complained handled | |
| 3.18 | Kruskal-Wallis test statistics |
| Sl. No | List of Figures | Pg. No |
| 1.1 | HMIL Sales growth | |
| 2.2 | Conceptual model of service quality | |
| 3.1 | Age of the Respondents | |
| 3.2 | Media used for booking vehicle service | |
| 3.3 | No. of days taken for vehicle delivery after service | |
| 3.4 | Complaints are constructively handled | |
| 3.5 | Technical knowledge of the staff | |
| 3.6 | Staffs are willing to listen customers individual point of view | |
| 3.7 | Workmanship of the service machine | |
| 3.8 | Responds towards customers query | |
| 3.9 | Service charges are reasonable | |
| 3.10 | Rank of the service quality dimensions in Apco Hyundai | |
| 3.11 | Dependency of Apco for future service | |
| 3.12 | Measure of satisfaction of Hyundai customers |
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