Big Toy Automotive

Service Quality Dimensions

More emphasis to be given on customer service. Offering water, tea/coffee time to time would add more value to the company overall.

We are known to contact customers quoting that their vehicles will be served on time

Reliability is High. Most of vehicles are delivered on time.

Instances where spare parts were not available resulted in delayed deliveries

Our main source of assurance is Service Advisors, his knowledge and interaction which inspires trust from customers

Service advisors take time estimates from technical advisors and floor-in charge.

Signage, Parking, Customer Amenities and Facility itself

Facility infrastructure is good.

Waiting lounge is well maintained and served

Mostly Assessed by interactions between the organisation and customers at all levels

Interaction level is high with availability of multiple channels

Facility to book an appointment for the service , check for updates.

Refers to changes done to the organisation to address the customers needs like – extended hours, Pick & Drop etc

Pick up and drop service, Highway assistance

Although they work in extended hours but they have upper cap on numbers of vehicles registered for service