The Influence of Service Quality on Customer Satisfaction, Trust, and Loyalty in Service Centres of the Automobile Industry

Service quality has gained significant attention among researchers and practitioners due to increasing competition in the service sector. This study investigates the influence of service quality on customer satisfaction, trust, and loyalty in automobile service centres. The research highlights that retaining existing customers is more cost-effective than acquiring new ones, emphasizing the importance of maintaining long-term customer relationships. The study adopted the SERVQUAL dimensions—Tangibility, Reliability, Responsiveness, Assurance, and Empathy—to measure service quality. A sample size of 440 respondents was selected using systematic random sampling. Statistical tools such as Mean, Standard Deviation, and One-way ANOVA were applied for analysis. The findings reveal that customers who visit service centres yearly perceive higher levels of service quality related to tangibility, reliability, and responsiveness, while customers visiting half-yearly perceive better assurance and empathy services. The study concludes that service quality significantly influences customer trust and loyalty in automobile service centres.