Page 64 - ASBIRES-2017_Preceedings

Wijewickrama & Deegahawature

aggregate value of 2.98 million in 2014 and respondents. Their age , income distribution
that number exceeded three million by and their nature of occupation was
2015.The findings of recent studies have considered here. Spearman rank test was
revealed that the perceived value and the used to detect whether there are any
customer satisfaction will influence the post relationships among the options in each
purchase behavior in a significant manner separate five attributes. Cluster analysis is a
(Tam & Jackie, 2004). By considering some methodology used to find out similar objects
selected behavioral intentions, individual in a set based on several traits. In marketing,
companies have also gained the ability to cluster analysis is used to identify persons
monitor the impact of service quality with similar buying habits.
(Valarie A. Zeithaml, 1996).

3 METHODOLOGY
The initial stage of the research
included a survey to identify the service
offerings by the two-wheeler dealers and
service expectations by the customers. Both
primary and seondary data collection
methods were used for this step.

The attributes which are needed to
measure the satisfaction level of two
wheeler customers were identified by the
literature review. According to them a
standardized questionnaire was prepared and Figure 1: Age distribution
distributed among the sample population.
The collected data were analyzed to
identify the factors which are most
influential to the customer’s satisfaction.

4 DATA COLLECTION AND
ANALYSIS
Primary data for the study were
collected from a sample of 100 respondents
from the automobile customers of the
Western Province mainly with related to two
wheeler sector, from October to November
2016. 60 respondents were directly Figure 2: Occupation status
interviewed face to face while rest of the
respondents was interviewed via an Email
questionnaire. Respondents were selected
randomly to gather information. The main
instrument for primary data collection was a
structured questionnaire containing five
main sections namely attributes of spare
parts, service characteristics, staff
characteristics, showroom characteristics
and after sales service characteristics.
The data were analyzed using both
descriptive and statistical analysis methods.
Descriptive analysis was performed to get
an overall idea about the pool of Figure 3 : Model purchased

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