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

Author

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  • Virupaxi Bagodi
  • Biswajit Mahanty

Abstract

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.

Suggested Citation

  • Virupaxi Bagodi & Biswajit Mahanty, 2008. "Service quality dimensions in designing profitable business strategies in Indian two-wheeler services," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 4(4), pages 460-480.
    • Handle: RePEc:ids:ijsoma:v:4:y:2008:i:4:p:460-480
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    Cited by:

    1. Rohit Kapoor & Bhavin J. Shah, 2016. "Simulation model for closed loop repairable parts inventory system with service level performance measures," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 23(1), pages 18-42.

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