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A Study on Service Quality Gap Analysis: Assessing the Difference Between Client Expectation and Service Delivery in Automotive Logistics and Steel Processing Service
Subject area: Management and Commerce · Area of research: Bengaluru
DOI: https://doi.org/10.64388/IREV10I2-1722636
Abstract
This study focused on the difference between clients’ expectations on the automotive logistics and steel processing services delivered by Toyota Tsusho India Private Limited and what was actually delivered. The purpose of the project was to identify and understand customer requirements for such services, determine how well current performance meets these needs, and identify areas for improvement to increase customer satisfaction as well as increase operational efficiency. Toyota Tsusho India is an important provider of integrated trade logistics and industrial support to automakers through supply chain management, transportation, warehousing, import/export, steel processing, and business support. Toyota Tsusho India also plays a critical role in supporting automobile manufacturers and their suppliers in India through the use of the global resources and experience of its parent company, Toyota Tsusho Corporation. For their study of customer satisfaction in logistics and steel processing, the authors used a descriptive research design. journals and published articles. Responses from 106 respondents clients and employees participated in this study, all of whom either obtain logistics and/or steel processing support from or provide steel processing support to the company. Timely delivery, high-quality products, effective communication, real-time tracking, and rapid response to questions were the five most important factors affecting customer satisfaction. Over 90% of the respondents expressed satisfaction with their company's logistics support, the quality of their steel processing, the accuracy of documentation, and the level of communication provided. To address these gaps, the study has provided recommendations which include reinforcing existing communication channels, improving current real-time tracking methods, reducing the frequency of late deliveries, and continuing to gather customer feedback on an ongoing basis. In conclusion, the study highlights that Toyota Tsusho India has established a strong position in the automotive logistics and steel processing industry through its commitment to quality, reliability, and customer service. By addressing the identified improvement areas and embracing continuous improvement practices, the company can further enhance customer satisfaction and sustain long-term growth in a highly competitive business environment.
References
[1] Balinado, J. R., Prasetyo, Y. T., Young, M. N., Persada, S. F., Miraja, B. R., & Perwira Redi, A. A. N. (2021). The effect of service quality on customer satisfaction in an automotive after- sales service. Journal of Open Innovation: Technology, Market, and Complexity, 7(2), 116.
[2] Chaichinarat, P., Ratanaolarn, T., Kiddee, K., & Pimdee, P. (2018). Thailand’s automotive service quality customer satisfaction: A SERVQUAL model CFA of Suzuki Motor. Asia- Pacific Social Science Review, 18(1), 107-122.
[3] Kadam, S. N. (2026). The role of platform engineering in achieving scalable EV–ICE production. ARAI Journal of Mobility Technology, 3(1), 45-58.
[4] Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education.
[5] Liker, J. K. (2004). The Toyota Way: 14 Management Principles from the World's Greatest Manufacturer. McGraw-Hill.
[6] NITI Aayog. (2026). Sectoral insights: Transport - Scenarios towards Viksit Bharat and Net Zero. Government of India Publications. Web Links
[7] Toyota Bharat Official Corporate Portal
[8] MDPI Academic Journal Database
[9] Society of Indian Automobile Manufacturers (SIAM) Industry Data
[10] NITI Aayog Government Research Portals
[11] Toyota Motor Corporation Global Investor Relations
How to cite this paper
@article{1722636,
author = {Manoj S Gurani},
title = {A Study on Service Quality Gap Analysis: Assessing the Difference Between Client Expectation and Service Delivery in Automotive Logistics and Steel Processing Service},
journal = {Iconic Research And Engineering Journals},
year = {2026},
volume = {10},
number = {2},
pages = {3506-3529},
issn = {2456-8880},
url = {https://www.irejournals.com/formatedpaper/1722636.pdf},
abstract = {This study focused on the difference between clients’ expectations on the automotive logistics and steel processing services delivered by Toyota Tsusho India Private Limited and what was actually delivered. The purpose of the project was to identify and understand customer requirements for such services, determine how well current performance meets these needs, and identify areas for improvement to increase customer satisfaction as well as increase operational efficiency.
Toyota Tsusho India is an important provider of integrated trade logistics and industrial support to automakers through supply chain management, transportation, warehousing, import/export, steel processing, and business support. Toyota Tsusho India also plays a critical role in supporting automobile manufacturers and their suppliers in India through the use of the global resources and experience of its parent company, Toyota Tsusho Corporation.
For their study of customer satisfaction in logistics and steel processing, the authors used a descriptive research design. journals and published articles. Responses from 106 respondents clients and employees participated in this study, all of whom either obtain logistics and/or steel processing support from or provide steel processing support to the company.
Timely delivery, high-quality products, effective communication, real-time tracking, and rapid response to questions were the five most important factors affecting customer satisfaction. Over 90% of the respondents expressed satisfaction with their company's logistics support, the quality of their steel processing, the accuracy of documentation, and the level of communication provided. To address these gaps, the study has provided recommendations which include reinforcing existing communication channels, improving current real-time tracking methods, reducing the frequency of late deliveries, and continuing to gather customer feedback on an ongoing basis.
In conclusion, the study highlights that Toyota Tsusho India has established a strong position in the automotive logistics and steel processing industry through its commitment to quality, reliability, and customer service. By addressing the identified improvement areas and embracing continuous improvement practices, the company can further enhance customer satisfaction and sustain long-term growth in a highly competitive business environment.},
month = {August},
doi = {https://doi.org/10.64388/IREV10I2-1722636}
}