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 |