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CUSTOMER SATISFACTION ON THE SERVICES OFFERED BY
THE TWO-WHEELER DISTRIBUTORS: A CASE OF WESTERN PROVINCE OF SRI LANKA
establishing more part smart automated
spare part dispensers.
6 CONCLUSION
The conclusion of the research can be
summarized as follows.
 Most Two-wheeler users tend to be very
young people with 55% are from the age
group 20-29 years
 Out of all the customers,71%, majority
are employed
 Students who do not have a source of
income were the prominent income
category of the two-wheeler users
 Most preferred model is the Commuter
Sports bike segment while the
Commuter Deluxe bike is the least
preferred segment
 24-hour breakdown assistance service
followed by service reminder system
were the two most positive influencers
for the customer satisfaction. Hence they
prove to be the most promising potential
service opportunity to be implemented in
the future.
 Loyalty card system was the least
influencer for the customer satisfaction.
Therefore, resources should be diverted
from such projects as they are
considered as no value adding activities
by the customers.
 Strong relationship between service
aspects relating to service centers and
staff characteristics suggest that the
company should integrate strategies of
the two divisions.
 The best way to improve spare part
related service aspects is to use isolated
strategies such as establishing more part
smart automated spare part dispensers
throughout the country.
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