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.