Impact of SERVQUAL model dimensions for Customer Satisfaction towards Vehicle Leasing Providers in Sri Lanka

Abstract

Vehicle leasing providers plays a big role in automobile buying and selling. Science vehicle leasing is coming under the service category customer satisfaction can be access through the quality of service provided by vehicle leasing providers. So in order to understand this SERQUAL model was used. So in order to reach research objectives data was gathered though a questionnaire with a sample of 100 recent customers of vehicle leasing service providers. From the data analysis it was found that customers are moderately satisfied about the service they are receiving and there is a positive relationship in between customer satisfaction and service quality which indicates that there is a high impact of responsiveness for the service quality.