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A Comprehensive Analysis of Quality Metrics in Service Operations

Name: A Comprehensive Analysis of Quality Metrics in Service Operations
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Business Management

Pages- 69

File- Word File

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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