Indicators

Mean

Interpretation

1) Dealer provides suggestion box for the customer to file complaints.

2.90

Neither Satisfied nor Dissatisfied

2) Dealer assigns customer service representative to entertain inquiries and help find solution to complaints of customers.

3.78

Somewhat Satisfied

3) Dealer follows a customer service protocol in serving customers.

4.08

Somewhat Satisfied

4) Dealer provides temporary replacement for parts or service while repairing the motorcycle.

2.98

Neither Satisfied nor Dissatisfied

5) There are adequate personnel to attend to customers needs.

4.03

Somewhat Satisfied

6) Personnel are accommodating in handling inquiries and complaints.

4.10

Somewhat Satisfied

7) Personnel are recording the complaints and suggestions of customers.

3.58

Somewhat Satisfied

8) Dealer offers free repair of motorcycle unit(s) and parts.

3.85

Somewhat Satisfied

9) Dealer gives importance to the aspect of repair, maintenance and warranty.

4.23

Somewhat Satisfied

10) Dealer’s mechanic checks defective parts or service for warranty.

4.53

Very Satisfied

11) Dealer is prompt in replacing warrantable parts of motorcycle unit or parts.

3.38

Neither Satisfied nor Dissatisfied

12) Dealer’s mechanic is well trained and expert in providing repair and maintenance.

4.35

Somewhat Satisfied

13) Dealer’s service shop is accessible.

4.58

Very Satisfied

14) Dealer’s parking area is spacious to accommodate customers.

3.73

Somewhat Satisfied

15) Dealer’s shop is complete with tools and equipment.

4.35

Somewhat Satisfied

16) Dealer’s facilities are complete and offers comfortable ambience to stay while customers are waiting.

4.03

Somewhat Satisfied

17) Repair and maintenance charges after warranty period is affordable.

4.00

Somewhat Satisfied

Overall

3.91

Somewhat Satisfied