INTERNATIONAL JOURNAL OF ACADEMIC EXCELLENCE AND RESEARCH (IJAER) e-ISSN: 3107-3913 ( Vol. 02 | No. 2 | April - June, 2026 )

Employee Perception of Service Quality at a Selected Automobile Company: A Servqual Approach

Author: Ms. S. Suja & Dr. Kabirdoss Devi

The purpose of this research is to explore the perceptions of employees about the quality of the internal services provided by the selected automobile company and the impact that the quality of the internal services provided by the organization has on the satisfaction levels of the employees and the overall organizational performance. The five aspects of the services provided by the organization that this researcher focused on were the services provided by the human resource department, the payroll services provided by the organization, the IT services and support provided by the organization, the training provided by the organization to the employees, and the workplace facilities provided by the organization. The researcher was also interested in identifying the gap that existed in the perceptions of the employees regarding the way in which the organization provided the key services to the employees and the way in which the organization provided the key services to the employees. The researcher was also interested in evaluating the five aspects of the service quality provided by the organization to the employees. The data was collected with the help of the structured questionnaire that was sent to the employees of the organization via the use of Google Forms. The researcher collected the data from 109 employees. The results of this research showed that the overall perception of the employees regarding the quality of the internal services provided by the organization was rated quite positively. The average score for the internal quality services provided to the employees was 37.22. This showed that most of the services provided to the employees were either at par with the expectations of the employees or were even better. The employees rated the way in which the organization provided the services to the employees quite positively. However, the employees showed low confidence in the leadership of the organization and in the overall internal systems of the organization. This showed that the organization needs to improve the overall service dimension of the organization’s assurance. According to the results of this research, the organization can improve the confidence levels of the employees in the quality of the services provided by the organization by improving the overall communication with the employees and the overall effectiveness of the leadership and organizational development.

Suja, S., & Devi, K. (2026). Employee Perception of Service Quality at a Selected Automobile Company: A Servqual Approach. International Journal of Academic Excellence and Research, 02(02), 14–24. https://doi.org/10.62823/IJAER/02.02.200

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DOI:

Article DOI: 10.62823/IJAER/02.02.200

DOI URL: https://doi.org/10.62823/IJAER/02.02.200

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