QUALITY ENHANCEMENT IN AFTER-SALES SERVICES FOR THE INDIAN HEAVY VEHICLE INDUSTRY: MARKET DYNAMICS, CUSTOMER EXPECTATIONS, AND TECHNOLOGICAL INNOVATIONS

The Indian heavy vehicle industry, a cornerstone of the nation's logistics and transportation framework, plays an integral role in economic development. This thesis, titled "Quality Enhancement in After-Sales Services for the Indian Heavy Vehicle Industry: Market Dynamics, Customer Expectations, and Technological Innovations," explores the dynamic interplay of market trends, regulatory challenges, and technological advancements that shape after-sales services in this sector. The research investigates the sector's shift towards sustainability and digitalization amidst regulatory transformations like Bharat Stage VI (BS VI) norms. With a focus on optimizing service quality and operational efficiency, the study integrates dealer feedback, market analysis, and case studies of leading manufacturers such as Tata Motors and Ashok Leyland. It emphasizes the adoption of advanced technologies like the Internet of Things (IoT), Artificial Intelligence (AI), and Augmented Reality/Virtual Reality (AR/VR) to foster predictive maintenance, real-time diagnostics, and automated support systems. These innovations address challenges such as connectivity limitations, cost management, and customization needs, ensuring services remain responsive and efficient across diverse operating conditions. Key findings highlight the critical role of after-sales services in enhancing customer satisfaction, minimizing downtime, and building brand loyalty. Challenges such as inconsistent network connectivity in rural areas, the need for modular training programs, and evolving customer expectations underline the necessity for a customer-centric approach. The thesis proposes actionable recommendations, including flexible pricing models, robust training modules, and the deployment of scalable infrastructure to meet diverse market needs. By presenting a comprehensive framework for continuous improvement and innovation in after-sales services, this thesis underscores the potential for technological integration to revolutionize service delivery. The findings aim to guide stakeholders in aligning their strategies with global sustainability goals and technological advancements, ensuring the Indian heavy vehicle industry remains competitive in an increasingly digitalized and eco-conscious global marketplace.