Customer’s Perception Towards Service Quality of Automobile Industry

Quality of service has an indirect effect on a company’s performance. Companies must identify customer needs, wants, and perceptions to improve satisfaction and profitability. This study examines customer perception towards service quality in the automobile industry using the SERVQUAL dimensions—Reliability, Responsiveness, Tangibles, Assurance, and Empathy. A descriptive research method was adopted, and data were collected from 245 respondents using a structured questionnaire through a convenient sampling technique. Statistical tools such as Mean and Standard Deviation were used for analysis. The findings reveal that customers highly appreciate prompt services, timely communication regarding service performance, modern-looking equipment, and safe transactions. However, respondents also expressed concerns that employees are often too busy to respond effectively to customer queries. The study concludes that maintaining high service quality is essential for customer satisfaction, loyalty, and organizational performance in the automobile industry.