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Wijewickrama & Deegahawature

Table 3: Mean and standard deviations of employed (71% of the total sample), 1% is

responses retired and the rest 28% are students. The

Mean Std. Deviation majority of employed customers belongs to
managerial/executive and supervisor level
Free Wi-Fi 4.54 1.67 category and the least number was recorded

Service 2.29 1.53 under three-wheeler drivers’ category. And
Reminder the rest represents drivers, clerks, sales
24-Hr representatives, labourers, teachers and
breakdown 1.83 1.01 engineers with similar number of customers.

assistance
Online Income levels were distributed as 26% of
payment 3.39 1.28 them were students who do not have a

system source of income followed by the income
Online 3.42 1.41 category of Rs.35000 to 45000. The least

reservation income was recorded as less than Rs.15000
Loyalty card 4.79 1.28 category. 17% of customers were recorded

system having an income level of more than
Spare part 4.37 0.89

availability Rs.55000. Overall, it was clear that no
Spare part 4 1.03 income student group was the mostly visited
price group, seeking for services from two-

Recognizing 4.08 1.00 wheeler dealers.
genuine parts

Service center 3.68 0.94 Most preferred two-wheeler segment is
costs the Commuter Sports bike which attracts

Service center 4.51 0.77 41% of customers and the least preferred
Quality segment was the Commuter Standard bike

Service center 3.96 1.11 segment which attracts only 2%. So

time according to the results, Commuter deluxe
Close Staff 3.88 1.07 bike and Commuter Standard bike also

relationship attracts a considerable percentage of 15%
Information 4.26 0.9 and 11% respectively.

by staff
Help to solve 4.24 0.89 24-hour breakdown assistance service

problems followed by service reminder system was
Prompt the two most positive influencers for the
service by 4.21 0.88 customer satisfaction while loyalty card

service center
Individual 3.72 1.16 system was the least influencer for the

attention customer satisfaction. Online service
Showroom 3.83 0.92 reservation, free Wi-Fi facilities in the

facilities company premises and online payment
Clear online 4.11 1.02 methods received similar preference and

directions could be considered as having medium

Distribution 3.79 1.06 influence on satisfaction.Cluster analysis
network

Quantity of 4.18 0.85 suggested a strong relationship between
after sales service aspects relating to service centers

Quality of 4.6 0.64 and staff characteristics. Therefore, the
after sales company should integrate strategies of the
5 RESULTS AND DISCUSSION
two divisions and develop training and
Two-wheeler users tends to be very development programs accordingly. Spare
young people as 55% of the total sample are part related service aspects distinguish
from age group 20-29 years followed by the characteristics and therefore, it is better to
age group 30-39 years which accounts for implement isolated strategies such as
28%. Out of all the customers, majority are

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