INTERNATIONAL JOURNAL PUBLICATION BY    PROF. KC JOSEPH  HOD  MANGALM COLLEGE OF ENGINEERING:

http://www.academia.edu/3255508/SERVICE_QUALITY_ANALYSIS_AND_IMPROVING_CUSTOMER_SATISFACTION_IN_AUTOMOBILE_SERVICE_INDUSTRY_USING_QFD

http://www.slideshare.net/iaeme/service-quality-analysis-and-improving-customer-satisfaction-in-automobile