An Overview of Service Quality within an After Sales Service Industry: Commercial Vehicles

Abstract: Customer retention is a very important concept that companies focus on, which is regarded as a
competitive advantage. Customer satisfaction can be mentioned as a necessity for achieving
customer retention. Satisfaction toward the service quality seems to be an arguable concept in this
manner.
Through this master thesis, authors tried to explore, more in-depth, the concepts of service quality
and satisfaction. By the use of relevant literatures, we have investigated through the concepts,
models and theoretical frameworks compatible with the research question and the purpose of the
study.
This thesis is trying to describe the relationships between the aspects of customer satisfaction
(customer’s expectation and perception) in terms of service quality in the context of after sales
services to commercial vehicle. Through the review of the industry and literatures, the authors have
become more familiar with the issues of the study. After the clarification of the concepts and
models, we have chosen SERVQUAL model and statistical descriptions for evaluation the
satisfaction toward service quality. More details are included in the chapters with regard to above
comments.
The purpose of the study, according to the research question and literature, is descriptive as authors
tried to describe the relationships between expectations and perceptions of service quality. Selfcompletion
surveys including the original statements developed by Groonros have been conducted
in two intervals in order to collect data from the samples. The analysis and tests of the data have
been done using SPSS (version 16).
After all, the conclusions are derived from the analysis of data and authors, in accord with the
research question, made possible comments.