FACTORS INFLUENCING SERVICE QUALITY OF AUTOMOTIVE SPARE PARTS IN CHENNAI DISTRICT

Abstract

The Automotive Component Manufacturers Association of India (ACMA) reports that the Indian automotive parts industry experienced a notable growth of 32.8% in its turnover during the fiscal year 2023, resulting in a total value of INR 5.6 lakh crore. The potential growth of the automotive component industry in the fiscal year 2023 may be attributed to various factors, such as robust automobile sales, a thriving aftermarket segment, and sustained export endeavors. The significance of service quality is a crucial element inside marketing strategy. The aforementioned factor plays a crucial part in the process of both acquiring and retaining clients. The establishment of a robust reputation and the cultivation of client loyalty are outcomes that organizations can achieve via the regular delivery of high-quality products and services. The primary objective of this study is to gain a comprehensive understanding of the various factors that influence the service quality of automotive spare parts within the Chennai District. The present study is characterized by its descriptive nature and employs a deductive technique. It is conducted within the context of the automotive sector in Chennai. This study is constrained to individuals who utilize automotive spare parts. A sample size of 160 automobile consumers was selected using a convenience sampling method. A meticulously designed questionnaire was developed by modifying an existing study. The validity and reliability of the service quality questionnaire have been established in the present study, as all dimensions have been confirmed and all constructs match the criteria for validity.  The questionnaire's reliability and validity were assessed using Gaskins' master validity technique, which yielded affirmative results. The data analysis was performed utilizing the SPSS and AMOS software applications. The study's results indicate that the service quality of automobile firms in the Chennai district is impacted by various factors, including tangibles, reliability, assurance, responsiveness, and empathy. The aforementioned attributes hold considerable significance in shaping the overall consumer experience. Automotive companies should prioritize the following areas in order to enhance their overall customer experience. Through consistent delivery of high-quality products and services, a firm has the ability to establish trust and nurture client loyalty.

Keyword: Service quality, Automotive Industry, Tangibles, Reliability, Responsiveness, Assurance, Empathy