Examining the Influence of Vehicle Loan Service Quality On Customer Satisfaction

Abstract

The main purpose of the study is to identify the antecedents and consequences of vehicle loan service quality in Salem Districts. The scope of the study is confined only to the customers who have obtained vehicles loan from both public and private sector banks in Salem district. The researchers adopted convenience sampling method for collecting data from the respondents.This study was conducted from the  period of October 2019 to December 2019. The researchers adopted questionnaire method for collecting data from respondents. This study identified ten dimensions of vehicle loan service quality. They are:caring, competency, speed of service, tangibility, reliability, empathy, responsiveness, convenience, trust and accuracy. Out of the identified dimensions, this study found thatcompetency, speed of service, tangibility, reliability, empathy, responsiveness, trust and accuracyhave significant impact on the outcome variable i.e. customer satisfaction.The model developed by the researchers in the study can assist the bank officials to allocate their scarce resources effectively in order to improve the bank services.