An Analysis on Service Quality and its Impact on Consumer Satisfaction with Reference to VRL Logistics Hubli Karnataka

An Analysis on Service Quality and its Impact on Consumer Satisfaction with Reference to VRL Logistics Hubli Karnataka.

Author1: Vivek Digidigi

1V Sem MBA, RR INSTITUTE OF ADVANCED STUDIES

RR Institutions

Bangalore University, Bangalore

Email id: vivekdigidigi@gmail.com ,

Author 2: SHRUTHI MURTHY

Assistant Professor, RR INSTITUTE OF ADVANCED STUDIES,

RR Institutions

Bangalore University, Bangalore

Email id: shruthimurthy71@gmail.com ,

Abstract

This study explores the impact of service quality on consumer satisfaction, focusing on VRL Logistics, a leading logistics provider. Employing the SERVQUAL model, it examines dimensions such as reliability, responsiveness, assurance, empathy, and tangibles to assess their role in shaping consumer satisfaction. The findings reveal that superior service quality significantly enhances consumer satisfaction, fostering customer retention and loyalty.

Operational efficiency is identified as a critical link between service quality and long-term consumer relationships, emphasizing the importance of effective logistics management practices. The study highlights the need for VRL Logistics to adopt customer-centric strategies and continuously improve service delivery to maintain a competitive advantage in the dynamic logistics industry. To analyse the research used a primary data like questionnaire and secondary data are taken from company and research papers and Chi-square as a statistical tool.

These insights offer practical implications for VRL Logistics and provide a foundation for further research on integrating emerging technologies and innovative practices to enhance service quality in the logistics sector.

Keywords: Service Quality, Consumer Satisfaction, Customer Retention, Operational Efficiency, Logistics Management.