Quality Improvement In Vehicle Service Process

Abstract

Customer service is a multidimensional and extensive notion with numerous variables that directly affect customer satisfaction and customer loyalty throughout the customer life cycle. In order to make customer satisfied, it is necessary for the companies to add numerous factors into practice to provide nonstop evaluation and enhancement of their service conditioning such as addressing customers queries and meeting customer’s prospects. When the vehicle is in the service center, every customer wants to know the vehicle status. For this, the customer has to call the service center and gather the information orally. Due to lack of trust, there might be a friction between the customer and service center when there is a detention in the listed time.In the present work step by step information to the client about the vehicle will be given by developing an online link Universal Resource Locator (URL). In the service center the data of vehicle and service updates are to be entered by system operator. Once the login credentials are furnished by the customer, the updates of service completed will be known and the customer can anticipate the time taken for total service and vehicle delivery. Giving this information to the customer can provide a better experience and more satisfaction with the service center that in turn may improve the quality of service by the service department. It is proposed to develop this process for Sri Durga Automotives Private Limited, Anantapuramu, an authorized sales and service center of Maruti Suzuki India Limited[6] [7].