A study on quality of customer service delivery offered by Tamil Nadu Transport Department in Salem district by using Structural Equation Modeling

Marketing Management

International Conference on "Innovative Management Practices"

Transportation is one of the most important infrastructure requirements which are essential for the cultural, social and economic development of the country.The responsibility of Transport Department is to control and regulation of transportation of passengers and goods. The Transport Department is also responsible for levy and collection of motor vehicles tax as envisaged in the Tamil Nadu Motor Vehicles Taxation Act 1974 and the Tamil Nadu Motor Vehicles Taxation Rules 1974. The department is further responsible for the implementation of road safety policy and programmes. The objective of this study is to examine the quality of customer service delivery offered by the Tamil Nadu Transport Department. Results of the improvement effort also benefit the customer. Data are collected using questionnaire. The sample unit of the study is customers of Tamil Nadu Transport Department in Salem District. The total sample of the study is 150. Primary research data is collected in the form of structured survey results from various respondents in Salem District. Secondary research data is collected in the form of reference literature on the research topic. The collected data were analyzed by using IBM SPSS Statistics version 20 for data input and analysis.

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