This document discusses measuring the quality of car maintenance procedures and whether customers should follow manufacturer-recommended service schedules. It outlines common service procedures like checking and changing fluids and filters, inspecting components, and cleaning the vehicle. It also reviews literature on using the SERVQUAL model to measure service quality gaps and research showing engine reliability benefits from periodic oil changes. The conclusion is that following service schedules achieves high customer satisfaction, though continuous improvement is needed in maintenance processes.

1. Presented By:
Harsh Gupta
M.Tech. (Automobile Engineering)
A7626214006

2. Problem Statement
 To measure the service quality of the car maintenance
procedure as there is always doubt in the customer’s
mind that what has been done by the service station?
 Whether we should follow the periodic service
schedule specified by manufacturer or not?

3. Introduction
 Maintenance can be defined as the activities required
to conserve as nearly as long, as possible the original
condition of an vehicle while compensating for normal
wear and tear.
 A vehicle service is a maintenance procedure carried
out at a set time interval or after the particular distance
vehicle has travelled.

4. Service Procedure Followed By
Service Stations
 Create an Inspection Report For any external Damages
and let them come into knowledge of customer.
 Get customer feedback about the Vehicle and its
performance.
 If no special Complaint is made send the vehicle for
pre service cleaning.
 After pre service cleaning common step followed are:
 Check/Change the Engine oil if needed.
 Check/Replace the Oil Filter if needed.

5.  Check/Clean/Replace the Air Filter if needed.
 Check/Clean/Replace the Fuel Filter if needed.
 Check/Clean/Replace the Spark Plugs.
 Check level and refill Coolant.
 Tune the Engine.
 Check level and refill Brake Fluid.
Check level and refill Power Steering Fluid.
Check level and refill Transmission Fluid.
Grease and lubricate components.
Inspect and replace the timing belt if needed.
Check all the electric terminals and battery.

6.  After servicing vehicle is sent for post service cleaning.
 After post service cleaning tyre pressures is checked.
 Finally vehicle is prepared for delivery.
 While delivering the vehicle to customer a maintenance
sheet is given to customer in which next service due on
and some basic tips for vehicle maintenance is
mentioned .

7. Literature Review to resolve above
problems
 Here, study of measuring service quality of car
maintenance is done with he
 lp of Servqual.
 A model was developed with the help of servqual by
Parasuraman, Zeithaml and Berry in 1985.
 Its is an five gap model which shows discrepancy
between service station and customer.

9.  Here another problem is that whether the consumer
should stick to the prescribed service schedule.
 To support I have done study of another paper about
the Automobile Engine reliability for periodic oil
change.
 With the help of the above research paper and the
hand on experience in the workshop I came to
conclusion that yes the customer should always follow
the prescribed service schedule.

10. Conclusion
 There is a lot to learn in service and maintenance of
vehicle process.
 More improvement in service procedure can be done
to achieve highest service satisfaction.
 There are many problems while servicing a vehicle for
which we have to go beyond engineering application
and prescribed method.