Degree
Master of Business Administration Executive
Faculty / School
School of Business Studies (SBS)
Year of Award
2023
Advisor/Supervisor
Dr. Nida Aslam Khan, Assistant Professor, Department of Marketing
Project Type
MBA Executive Research Project
Access Type
Restricted Access
Keywords
Quality of Service, SERVQUAL Model, Reliability, Satisfaction of customer, Assurance, Empathy, Tangibles, Responsiveness
Executive Summary
The lubricants market in Pakistan is a vital sector, catering to various industries such as automotive, power generation, agriculture, and others. The key objective of our research project is to observe and examine how Quality of Service, specifically Serval, effects on the satisfaction of customer specifically in the B2B lubricants sector and the other aims of the research are to evaluate relationship among the Quality of Service (ServQual) with the satisfaction of customer, as well as to appraise the extent to which Quality of Service (ServQual) affects and impacts on the satisfaction of customer.
Utilizing a quantitative approach, the research collected data from 443 participants representing seventeen sectors in Pakistan. Statistical analysis, employing tools such as MS Excel, was performed on the data, uncovering a robust positive correlation and impact of service quality (ServQual) over the. Additionally, the study has also discovered that reliability also has a very notable and positive impact on satisfaction of customer within the B2B lubricants market.
Different useful statistical techniques, which includes descriptive statistics, also the regression analysis, another is correlation analysis, T-test and last but not the least ANOVA, were employed to analyze the data. Additionally, pivot tables were utilized to gain insights into various aspects of the research questions.
The study yielded a noteworthy positive correlation among the Quality of Service (ServQual) ratings on the satisfaction of customer ratings, establishing a strong association among the higher Quality of Service as well as the greater satisfaction of customer. Regression analysis confirmed that Quality of Service ratings significantly predict satisfaction of customer. Moreover, the T-test and ANOVA analyses revealed notable variances in Quality of Service and satisfaction of customer ratings among various demographic and industry groups.
The implications of the study are highly relevant to the lubricants industry in Pakistan. The findings emphasize the crucial role of Quality of Service in achieving satisfaction of customer, underscoring the need for lubricant companies to prioritize enhancing their Quality of Service to retain their customer base. The research also underscores the pivotal role of reliability in satisfaction of customer, suggesting that companies should focus on improving their reliability to ensure customer retention.
The theoretical implications of this research lie in the provision of empirical evidence concerning the fundamental importance of quality of service and reliability in satisfaction of customers within the B2B lubricants market. The study's findings give valuable backing to the existing literature on Quality of Service and satisfaction of customer, providing a ground for forthcoming research and study in this field of B2B lubricants market.
This study's practical implications suggest that companies operating in the B2B lubricants market should prioritize improving their Reliability to enhance satisfaction of customer. The social implications underscore the significant role of providing high-quality and satisfactory service to customers, which can significantly impact the brand's overall perception.
The research has several social implications as well. As the lubricants industry is a vital sector in Pakistan, ensuring satisfaction of customer can increase customer loyalty, positively impacting the economy. Additionally, satisfaction of customer can lead to positive word-of-mouth and a good reputation, attracting new customers to the industry.
In summary, this research underscores the consequence of Quality of Service and reliability in achieving satisfaction of customer within the B2B lubricants market. The practical, social, and theoretical implications of the research findings can serve as a guide for companies operating in the lubricants industry to improve their Quality of Service and reliability, leading to enhanced customer retention and a favorable brand reputation.
Pages
xi,64
Recommended Citation
Ahmed, S. S., Hussain, A., & Hasan, S. (2023). The role of service quality on customer satisfaction in B2B category of Lubricants (Unpublished graduate research project). Institute of Business Administration, Pakistan. Retrieved from https://ir.iba.edu.pk/research-projects-emba/574
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