Opportunities for emerging market LLPs to improve the service quality of automotive parts exports in post-COVID-19

A.S. Balakrishnan and Jayshree Suresh

International Journal of Enterprise Network Management, 2022, vol. 13, issue 4, 359-379

Abstract: This research article proposes the service quality measures for four automotive lead logistics providers (LLPs) to improve the parts export business based at emerging markets such as India, China and Thailand. These measures have emerged from the pre-COVID-19 perception study on service quality from 117 global automotive professionals from auto original equipment manufacturers (OEMs). Multi-criteria decision-making (MCDM) framework and questionnaire survey method was applied. It concludes with the results of different methods such as service quality (SERVQUAL), importance-performance analysis (IPA) and improvement factor (IF), to explain the significance of export business and where to improve their service quality post-COVID-19. The result shows that the service quality factors of IPA model had wide-ranging reflection for LLPs to focus in comparison with SERVQUAL and IF to gauge the perception of automotive OEMs concerning the service quality of LLPs in the industry post-COVID-19.

Keywords: service quality; emerging markets; multi-criteria decision-making; MCDM; automotive parts export business; importance-performance analysis; IPA; COVID-19. (search for similar items in EconPapers)
Date: 2022
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