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