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CUSTOMER SATISFACTION ON THE SERVICES OFFERED BY
THE TWO-WHEELER DISTRIBUTORS: A CASE OF WESTERN PROVINCE OF SRI LANKA

Series1, Series1, Table 2: Results of cluster analysis
Service 24h

ReminderBreakdo

s, 34.70% wn

Service, No. of clusters Distance Level
New Clusters Observations
38.00% Similarity Clusters
Steps level Joined No. of

1 4 70.2669 0.594662 2,3 2 2

Series1, 2 3 62.7029 0.745943 2,4 2 3
Online
Series1, Reservati
Series1,
Online on,
Free Wifi, 3 2 58.8637 0.822725 2,5 2 4
Payment, 9.10%
8.30% Series1,
7.40%
Loyalty
Card, 4 1 56.5097 0.869806 1,2 1 5

2.50%

Dendrogram
Average Linkage, Correlation Coefficient Distance

Figure 4: Potential future service
opportunities by multiple response method 56.51

Kruskal-Wallis Test: response versus factor
1597 cases were used

3 cases contained missing values. 71.01
Table 1 and its results suggest to l ari ty
reject the null hypothesis since P value is m i
less than 0.05. Therefore, there is at least Si

one service aspect which is significantly
different from others. 85.50

Overall 1597 799.0

H = 26.40 DF = 4 P = 0.000
100.00
H = 29.97 DF = 4 P = 0.000 (adjusted 1 2 3 4 5
for ties) Variables

Table 1: Kruskal-Wallis test on stack Figure 5: Dendrogram

factor N Median Ave.Rank Z 1- Spare parts
2- Service Center
1 299 4.000 834.0 1.46 3- Staff
4- Showroom
2 300 4.000 779.7 -0.8 5- After sales service

3 499 4.000 789.3 -0.57 Figure 5 Dendrogram shows that there
exists a strong relationship between service
4 299 4.000 716.7 -3.42 aspects of service centers and staff. Further

it shows that spare parts show a very weak
5 200 5.000 922.7 4.06
relationship with other service aspects.

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