Advanced International Journal for Research

E-ISSN: 3048-7641   •   Impact Factor: 9.11

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Volume 7 Issue 2
March-April 2026

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A Study on Impact of Customer Satisfaction on Service Quality of Multi branded Car Service Centre at Tiruchirapalli District

Author(s) Ms. A. Ramalath, Dr. S. Adaikala Charles
Country India
Abstract The automobile service sector in India has undergone rapid transformation due to increasing vehicle ownership, rising customer expectations, and the emergence of multibrand service centres offering competitive alternatives to authorized dealers. This study examines customer satisfaction regarding service quality in multibrand car service centres in Pudukkottai District. The study aims to analyse how key service quality dimensions such as reliability, responsiveness, assurance, empathy, and tangibility influence overall customer satisfaction. A survey-based quantitative approach was adopted for collecting data from car owners who have availed services from multibrand centres across the district. The study highlights the need for multibrand service providers to focus on standardizing processes, improving staff training, and adopting digital tools for service tracking and customer communication. Strengthening these dimensions can enhance customer trust and loyalty, ultimately improving competitiveness in the growing automobile service market in semi-urban regions like Pudukkottai. The results offer useful insights for service managers, automobile entrepreneurs, and policymakers concerned with improving service quality and customer experience in the aftermarket automobile industry.
Keywords Customer satisfaction, loyalty and Service Quality
Field Business Administration
Published In Volume 7, Issue 2, March-April 2026
Published On 2026-03-23
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E-ISSN 3048-7641
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