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An Overview of Service Quality within an After Sales Service Industry: Commercial Vehicles
2015 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Customer retention is a very important concept that companies focus on, which is regarded as acompetitive advantage. Customer satisfaction can be mentioned as a necessity for achievingcustomer retention. Satisfaction toward the service quality seems to be an arguable concept in thismanner.Through this master thesis, authors tried to explore, more in-depth, the concepts of service qualityand 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 thestudy.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 salesservices to commercial vehicle. Through the review of the industry and literatures, the authors havebecome more familiar with the issues of the study. After the clarification of the concepts andmodels, we have chosen SERVQUAL model and statistical descriptions for evaluation thesatisfaction toward service quality. More details are included in the chapters with regard to abovecomments.The purpose of the study, according to the research question and literature, is descriptive as authorstried to describe the relationships between expectations and perceptions of service quality. Selfcompletionsurveys including the original statements developed by Groonros have been conductedin two intervals in order to collect data from the samples. The analysis and tests of the data havebeen done using SPSS (version 16).After all, the conclusions are derived from the analysis of data and authors, in accord with theresearch question, made possible comments.

Place, publisher, year, edition, pages
Keyword [en]
Social Behaviour Law
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
URN: urn:nbn:se:ltu:diva-57555Local ID: e3688e02-dfb8-4846-9e39-ed5fc34ea4ebOAI: diva2:1030943
Subject / course
Student thesis, at least 30 credits
Educational program
Business Administration, master's level
Validerat; 20150923 (marikav)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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