Abstract

This study explores the service quality dimensions at Macho Engineering Industries, Bangalore, which has been a leading manufacturer of precision springs and wire forms for over two decades. As an ISO 9001:2008 & IATF 16949:2016 certified company, it emphasizes high-quality output, early customer involvement, and continuous process improvement. The research examines how service quality influences customer satisfaction and the organization's ability to remain competitive. It also identifies internal strengths such as skilled labor and brand loyalty, as well as challenges including lack of promotional activities and limited plant space. Using a SWOT analysis, the study highlights the opportunities for global expansion and risks posed by government policies and market competition. The paper further reviews theoretical concepts of service quality, emphasizing its role in customer retention and satisfaction. The findings offer strategies for enhancing service quality in industrial settings and suggest actionable recommendations to align managerial practices with client expectations.