Service quality dimensions in designing profitable business strategies in Indian two-wheeler services

摘要

Identification of the pertinent service quality dimensions and formulating strategies accordingly, in a service, may not always be profitable. Every feature added to the current service incurs cost. The managements are not willing to invest in businesses until they have enough evidence of the profit and not all the customers may be willing to pay for every service feature. In the dynamic business environment of the organised two-wheeler service sector in India, the classification of customers was carried out based on price sensitivity and usage level. The dimensions of importance were identified for all categories of customers. This paper highlights how such a categorisation aids the managements in identifying potential target groups and formulating strategies to realise the bottom line.