Item Code | Item Description | Mean score | Mean response | SD |
SD1 | The organization does not respond to customer enquiries in time | 4.06 | Agree | 1.005 |
SD2 | Customers incur high costs in getting the services | 3.50 | Agree | 1.106 |
SD3 | Vehicle fleet and other facilities are well maintained | 4.16 | Agree | 1.002 |
SD4 | There is high vehicle downtime and breakdowns | 3.91 | Agree | 1.003 |
SD5 | There is poor rapport between the organization and its customer | 3.71 | Agree | 1.106 |
| Average | 3.87 | Agree | 1.044 |