A Study on The Impact of Service Time Reduction on Two-Wheeler Segment
Mr. Swamidoss Pauldurai1, Dr. Moli Ghosh2
Student1, Department of management studies/Sathyabama University/India
Assistant professor2 Department of management studies/Sathyabama University/India
ABSTRACT
This study examines the impact of service time reduction in the two-wheeler segment, focusing on how faster after-sales service influences customer satisfaction and brand loyalty. Given the increasing competition in the two-wheeler industry, service quality has emerged as a key differentiator, with reduced service time playing a crucial role in enhancing customer experience.
The research aims to evaluate how efficient servicing strategies—such as express service models, digital booking systems, and optimized workflow management—affect customer retention rates.
A quantitative research approach was adopted, collecting primary data through structured surveys from 100 two-wheeler customers and service center personnel. Analytical tools, including Chi-square tests, correlation analysis, and regression models, were employed to examine the relationship between service efficiency and customer loyalty. The findings reveal a strong positive correlation between reduced service time and customer retention, indicating that customers who experience faster service are more likely to return for future servicing and recommend the brand to others. Additionally, customer satisfaction was found to be significantly influenced by the perceived professionalism of service staff, transparency in service processes, and availability of real-time service tracking.
The study offers practical recommendations for two-wheeler manufacturers and service providers to streamline their after-sales operations, improve customer satisfaction, and strengthen brand loyalty. By optimizing service workflows and leveraging technology driven solutions, organizations can enhance their competitive advantage and ensure long-term customer retention in the dynamic two-wheeler market.
