Statement of Problem :
Statement of problem provides clear guidance on the scheme of the study and also it guides the future research work. The main purpose of studying this problem is :
" To identify the attributes affecting service quality of car rentals with respect to zoom cars. " Finding the ways to improve the service quality.
" To develop and test the SERVQUAL scale for measuring car rental service quality.
" To check if customer's perception exceeds expectations while seeking the service.
Objectives :
" To determine attributes in car rental that leads to better service quality perception.
" To study the differences in perceptions of service quality based on demographics.
" To assess the relationship between zoom car's service quality …show more content…
3)
H0 : There is no significant difference in relationship between zoom car's service quality and the five SERVQUAL dimensions.
H1 : There is significant difference in relationship between zoom car's service quality and the five SERVQUAL dimensions.
4)
H0 : There is no significant difference in the impact of service quality dimensions and the overall service quality perception.
H1 : There is a significant difference in the impact of service quality dimensions and the overall service quality perception.
Research Methodology
Convenience survey has been used in the study; primary data as well as secondary data provided the basis for study. Tools and techniques for collection of data:
" Primary data was collected through questionnaire which included personal details and core details. A questionnaire was prepared for customers. The questionnaire for customers gives us the information about service quality dimensions.
" Secondary data was collected through books, websites, company profile, brochures etc... Scope of study:
The study encompasses customer service quality of zoom cars which is located in …show more content…
o Respondents were reluctant to discover complete and correct information about themselves and their organization.
o Due to human behaviour information may be biased.
o Only respondents from Bangalore region were focused, many were not prompt about their answers.
Chapter 3
Industry Profile
A car rental is a company that rents automobiles for short periods of time, generally ranging from a few hours to a few weeks. It is often organized with numerous local branches , and primarily located near airports or busy city areas and often complemented by a website allowing online reservations.
Car rental agencies primarily serve people who require a temporary vehicle, for example, those who do not own their own car, travellers who are out of town, or owners of damaged or destroyed vehicles who are awaiting for repair or insurance compensation. Car rental agencies may also serve the self-moving industry needs, by renting vans or trucks, and in certain markets, other types of vehicles such as motorcycles or scooters may also be
Statement of problem provides clear guidance on the scheme of the study and also it guides the future research work. The main purpose of studying this problem is :
" To identify the attributes affecting service quality of car rentals with respect to zoom cars. " Finding the ways to improve the service quality.
" To develop and test the SERVQUAL scale for measuring car rental service quality.
" To check if customer's perception exceeds expectations while seeking the service.
Objectives :
" To determine attributes in car rental that leads to better service quality perception.
" To study the differences in perceptions of service quality based on demographics.
" To assess the relationship between zoom car's service quality …show more content…
3)
H0 : There is no significant difference in relationship between zoom car's service quality and the five SERVQUAL dimensions.
H1 : There is significant difference in relationship between zoom car's service quality and the five SERVQUAL dimensions.
4)
H0 : There is no significant difference in the impact of service quality dimensions and the overall service quality perception.
H1 : There is a significant difference in the impact of service quality dimensions and the overall service quality perception.
Research Methodology
Convenience survey has been used in the study; primary data as well as secondary data provided the basis for study. Tools and techniques for collection of data:
" Primary data was collected through questionnaire which included personal details and core details. A questionnaire was prepared for customers. The questionnaire for customers gives us the information about service quality dimensions.
" Secondary data was collected through books, websites, company profile, brochures etc... Scope of study:
The study encompasses customer service quality of zoom cars which is located in …show more content…
o Respondents were reluctant to discover complete and correct information about themselves and their organization.
o Due to human behaviour information may be biased.
o Only respondents from Bangalore region were focused, many were not prompt about their answers.
Chapter 3
Industry Profile
A car rental is a company that rents automobiles for short periods of time, generally ranging from a few hours to a few weeks. It is often organized with numerous local branches , and primarily located near airports or busy city areas and often complemented by a website allowing online reservations.
Car rental agencies primarily serve people who require a temporary vehicle, for example, those who do not own their own car, travellers who are out of town, or owners of damaged or destroyed vehicles who are awaiting for repair or insurance compensation. Car rental agencies may also serve the self-moving industry needs, by renting vans or trucks, and in certain markets, other types of vehicles such as motorcycles or scooters may also be