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Logistics service quality has been an important dimension in service industry. A rapid growth of logistics industries in India has been observed in past decade. It is a business game among several new service providers, technology and infrastructure that will determine whether the logistics industry is capable to satisfies its customers to reduce their transportation and logistics costs and provide efficient services or not? Road transport brings about greater mobility in the country. VRL Group, is an Indian conglomerate headquartered in Hubballi, Karnataka, India with operations in around 23 states and 4 union territories in the country. Business operations of VRL Group include road transportation, logistics, cargo etc. VRL Group is one of the large logistics and transport companies in India (incl.4360 vehicles, comprising 419 tourist buses and 3941 transport goods vehicles. Hence it is customer service and service quality parameters which is going on to give the competitive edge to any industry in the future. This study was conducted to understand the customer perceptions and their satisfaction level related to the service quality provided by VRL Logistics, Bengaluru. The service quality attributes considered in the study are: Comfort and convenience, booking facilities, sitting convenience for passengers, Schedule and operations, Crew behaviour, Cost, hygiene, and other aspects etc. This study demonstrates how service quality is offered to customers in a way that makes them feel safe and secure while travelling. This study is an attempt to determine what can company do to improve their service in order to meet the needs of their clients. This research also highlighted the company’s strengths, weaknesses, opportunities, and threats, all of which encourage the company to improve their hospitality services.
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