Service quality evaluation of automobile garages using a structural approach. Issue 2 (17th July 2020)

• Record Type: Journal Article
• Authors: James, Ajith Tom; James, Jasmin
• Is Part Of: International journal of quality & reliability management. Volume 38:Issue 2(2021)
• Page Start: 602
• Page End: 627
• Publication Date: 2020-07-17
• Subjects: Automobile maintenance service -- Service quality factors -- Structural approach -- Directed-graph (digraph) model -- Service quality index; Quality control -- Periodicals; 658.562
• DOI: 10.1108/IJQRM-03-2020-0066
• Languages: English
• ISSNs: 0265-671X

Abstract

Abstract : Purpose: The purpose of this paper is to evaluate the service quality automobile garages through development of a service quality index based on the factors influencing service quality. Design/methodology/approach: A structural methodology of graph theory and matrix approach is applied for developing the service quality index. Findings: The automobile maintenance can be considered as a service industry and in order to sustain in the competitive business environment, the service providers must ensure quality in their services. There are several factors that influence the service quality. Each factor is comprised of several sub-factors. Moreover, the factors are interrelated with each other. Modelling of these factors and their interrelations with due consideration of their structure is accomplished through the graph theory. The directed graph (digraph) of the service quality is defined; the nodes of this symbolize the quality influencing factors, while the edges represent their degrees of interrelationships. An equivalent matrix developed from the digraph establishes a service quality function which leads to evaluation of service quality index (SQI). A greater value of the service quality index displays that the organization and functioning of the garage is adequate. Practical implications: The methodology can be applied for evaluating as well as comparing service quality of different garages. The observations would be helpful to the managers the garages to make strategies for improving their service quality. Originality/value: The paper establishes the interrelations among various factors that influence the service quality at automobile garages and develop a numeric index for the evaluation of the same.