The Relationships of Service Quality with Customer Satisfaction, Trust, and Loyalty in Service Centers of the Automobile Industry

Service quality is considered a crucial outcome of the service delivery system and is strongly associated with customer satisfaction, trust, and loyalty. This study analyzes the relationship between service quality dimensions and customer satisfaction, trust, and loyalty in automobile service centers in Tamil Nadu. The research employed the SERVQUAL model covering five dimensions—Tangibility, Reliability, Responsiveness, Assurance, and Empathy. A total sample size of 440 respondents was selected using systematic random sampling, accounting for a possible non-response rate. Data were collected from automobile users in Chennai city and analyzed using Mean, Standard Deviation, and One-way ANOVA. The findings reveal that postgraduates experienced higher levels of satisfaction with tangibility, reliability, responsiveness, and empathy dimensions, while illiterate customers showed higher levels of opinion toward assurance. The study concludes that effective service quality practices significantly influence customer satisfaction, trust, and loyalty in automobile service centers