Service quality status: Nitol Motors Ltd.

Abstract

Nitol Motors Ltd., one of the major concerns of the conglomerate, began its journey in 1983, quickly becoming an important marketer of commercial vehicles in Bangladesh. In 1989, Nitol Motors Ltd. became the sole distributor of TATA vehicles in Bangladesh. Since then, it never had to look back as it is currently the market leader in this sector. Nitol Niloy Group has grown to become the largest seller of commercial vehicles in the country. The company has a formidable presence in a wide range of product markets, while it also operates in the service sector. The diversity of its market presence is apparent in its marketing of mass-sold products like commercial vehicles as well as its being in the notably niche market of transportation services. As Nitol Motors Ltd. is one of the top business organizations of the country, the people of the country expect a lot from the company. NML always tries to provide best quality services. They tries to follow the latest methods to provide best quality service all over the country. Customers generally have a tendency to compare the service they 'experience' with the service they 'expect' to receive; thus, when the experience does not match the expectation, a gap arises. The low the gap will be, the more the chance of success will be there. NML continuously tries to minimize the gaps between the expectations of the customers and their experience with NML. Nitol Motors Ltd. is the market leader in the motor vehicle industry of Bangladesh. So they have the first mover advantage in the market and they have successfully utilized that advantage. They have successfully created their image in the mind of their customers. So when anyone thinks about commercial motor vehicle, they think about Nitol Motors Ltd. Nitol Motors Ltd. believes in relationship marketing. Its customer relationship has helped the company grow through word-of-mouth promotion, which enabled it to expand its operations nationwide and into so many sectors. In remote rural regions, where mobile communication is only just beginning to grow, Nitol Niloy Group's reliance on viral marketing proved to be a crucial strategy behind the success. The core value of Nitol Motors Ltd. is trust. Specially providing better services to the products such as tractors in remote locations of the country, it is only by gradually building trust through solid products and genuinely efficient after-sales service can a brand excel. The brand also stands for teamwork, not only within its wide network of employees but also business partners at both supplying and marketing ends. Nitol Motors Ltd. is very much concern about their service quality. The main reason of being the market leader of Nitol Motors Ltd. is their superior service for their current customers and the prospects. They are providing standardized service to their customers through more than 40 service centers. They are very much promising in case of providing services by maintaining a certain standard which makes them unique in the market.