Bangaluru/UNI: Car-makers Kia India and Skoda Auto India emerged as leaders in the automobile sector for service excellence, according to an extensive pan-Indian study done by JAGSoM (Jagdish Sheth School of Management).
The study, Index of Service Excellence in India 2023 (iSEI), was conducted recently across Automobile Service, Retail Banking, E-Commerce (Grocery), and E-Commerce (Apparel) segments, using a sample size of 6600 respondents in mega-metros, metros, and mini-metros.
In retail banking, Punjab National Bank, Canara Bank, and the Union Bank of India topped the findings in the public sector category, while HDFC Ltd. and HSBC India were found to be the top two in the private sector, it said.
For services in e-commerce (grocery), Amazon India and Zepto bagged the top positions.
In the apparel segment, Ajio, Tata Cliq, and Myntra gained the lead rankings, the study said.
The iSEI findings were unveiled by the AIM-Parasuraman Centre for Service Excellence at the Jagdish Sheth School of Management (JAGSoM) recently at an event attended by industry leaders and marketing scholars of global repute from schools like Yale, Texas AM, and INSEAD.
The study stems from the AIM-Parasuraman Centre recognising the need to formulate a measurement standard for service excellence in India that could help organisations get a holistic measure of how they are performing in comparison to their peers in their sector.
The iSEI is a measure that is theoretically anchored, methodologically rigorous, and tested by a team led by Dr. A Parasuraman, globally acclaimed for his insights on service marketing.
