Bengaluru/UNI: Automakers Kia India and Skoda Auto India emerge as leaders in the automotive sector for service excellence, according to an extensive pan-India study conducted by JAGSoM (Jagdish Sheth Institute of Management). did.
The study, “Index of Service Excellence in India 2023 (iSEI),” is based on a sample of 6,600 respondents from large enterprises across automotive services, retail banking, e-commerce (grocery), and e-commerce (apparel) segments. Recently conducted using size. Metro, metro, mini metro.
In the retail banking sector, Punjab National Bank, Canara Bank and Union Bank of India topped the survey results in the public sector, while HDFC Ltd. and HSBC India were the top two in the private sector, it said.
In terms of e-commerce (grocery) services, Amazon India and Zepto ranked high.
In the apparel category, Ajio, Tata Cliq and Myntra secured top rankings, the study said.
The iSEI findings were recently published by the AIM-Parasuraman Center for Service Excellence at the Jagdish Sheth School of Management (JAGSoM), attended by globally reputed industry leaders and marketing scholars from schools such as Yale University, Texas A&M, and INSEAD. It was announced at an event.
The study stems from AIM-Parasuraman Center’s recognition of the need to develop metrics for service excellence in India. This helps organizations comprehensively measure their performance compared to their industry peers.
The iSEI is a theoretically well-established and methodologically rigorously tested measure by a team led by Dr. A Parasuraman, who is globally recognized for his services marketing acumen.