The introduction of new models to the market has helped the automotive industry grow into a massive global sector. Profitability, expenses, customer satisfaction, and customer retention are all correlated with service quality. Any service sector that doesn't satisfy its clients by offering high-quality service will not be able to thrive in this fiercely competitive climate. The gap between a customer's service expectations and the service they actually receive, or perceive, is the level of service quality. Customers establish their service expectations based on prior interactions, word-of-mouth, and advertising. Customers typically compare the perceived and expected levels of service, and they get dissatisfied if the former is below the latter. Consumer survey data on service quality has evolved into a frequently utilised company performance indicator.