Management Investigation and Dissertation | Sadiksha Thapa (17032066)

Management Investigation and Dissertation

Module Code: (MN6P00NI)

Submitted By:

Sadiksha Thapa

Year 3 (L3MK)

(17032066)

Submitted To:

Navraj Bhusal Sir

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 Management Investigation and Dissertation | Sadiksha Thapa (17032066)

Submission Date: 19th June 2020

Management Investigations and Dissertation

(MN6P00NI) 2019
Dissertation Assessment
EVALUATION PAGE
Student Name:

Student ID:

First Marker: Mr. Navraj Bhusal

Second Marker:
Assessment Criteria Comments

 Extent to which you have identified aims and

objectives and researched the chosen topic.

 Extent to which you identified and discussed

relevant research methodology and acknowledged
its reliability, validity and ethics.

 Extent to which data has been analyzed correctly

and discussed with reference to previous academic
research.

 Extent to which you demonstrated that you

understand limitations of your research design and
provide suggestions for future research.

 Extent to which you have structured and presented

the dissertation professionally.

 Extent to which you evidence appropriate

academic writing and referencing.

Overall Comments
First Marker:

Second Marker:

Date: 12/05/2019 Signed:

Second Marker:

Agreed Mark: Refer:

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 Management Investigation and Dissertation | Sadiksha Thapa (17032066)

Acknowledgement

I would like to thank our respective course teacher Navraj Bhusal Sir who
provided his invaluable guidance, comments and suggestions throughout the
completion of this coursework. It really did help me a lot to learn many new
things as it took plenty of research and time. Lastly, I would like to express my
gratitude to Islington College for providing such an amazing opportunity.

THANK YOU!

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 Management Investigation and Dissertation | Sadiksha Thapa (17032066)

Chapter 1
Research Topic

Consumer’s satisfaction on service quality provided by two wheelers service

center in Kathmandu Valley

1.1 Introduction and Background

Customer satisfaction generally explains a level of contentment acquired by the consumers

after using or consuming several merchandise and services provided by any company or the
firm. Customer satisfaction is the key factor that aware company or any firm about how their
products or services has been able to reach consumer’s expectation and set a good mark in
consumer’s perception. It is a driving force that leads any company or firm to cover a good
position in any respective market place. Any company or firm is not only responsible for
providing physical product and services after sales in order to meet customer satisfaction,
they should also try to eliminate customer’s issues and doubt and also should come up with
some offers which includes full engagement of customers. Customer Satisfaction should be
top tier priority as customers are the one who defines the quality of any products and
services. It can also be referenced as a medium through which a proper estimation of
consumer’s loyalty of any firm is done in order to know how well their business has been
doing so far [ CITATION Meg19 \l 1033 ].

Two wheelers falls under the category of vehicles which operates only on two wheels. The
two wheelers segments mainly includes bike, scooters and mopeds. Market covers large
range of two wheelers which are mainly recognized by its advanced technology. Two
wheelers are available according to preference and style of both male and female. Top two
Wheelers Company is currently present in India. Top Two wheeler’s company includes Hero,
Honda, TVS, Bajaj, Yamaha, Suzuki and so on [ CITATION Ind19 \l 1033 ].

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 Management Investigation and Dissertation | Sadiksha Thapa (17032066)

In order to maintain long term relationship, the company or firm provide after sales service
which is generally a service provided after obtaining a product. According to the data
collected by Department of Transport Management in Nepal approximately 104,444 two
wheelers were registered last year [ CITATION Pos18 \l 1033 ]. Talking about Nepal, we all
know that our country has not been able to manufacture two wheelers on its own but it is
considered as the chief importer in automobile industry. As we all know that our country
Nepal has not been able to create or manufacture something on its own but it has well off
managed to create its own way to bring advancement in the way to provide after sales service
is definitely the best possible thing our country could do. Talking about the big companies
like TVS, Bajaj, Honda, Yamaha, Suzuki etc. operates their own service center but there is a
presence of strong Nepalese service center for two wheelers known for providing excellent
services some of them includes CF Moto, Third Wheel etc. There are large amount of
customers the service center have to deal with in daily basis, they probably might not be
acquainted how many of them are really satisfied by the service provided by them amongst
the enormous bunch of consumers.

As we all know in today’s context most of the youth in Kathmandu Valley are mainly
attracted towards the increasing trend of two wheelers. Two wheelers has somehow made
people’s life more convenient and has been able take a beneficial part their lives. In today’s
emerging market, Large number of service center are being established and existing has been
flourishing around the Kathmandu Valley some are being operated by the respective
automobile company by itself and some are established and run by the local people. The
further thing I’ve lately been observing it that the people are just not ready to consider
anything while purchasing their two wheeler and the service provided after the purchase. Out
of curiousness, I decided it would an experience to know how consumers actually feel about
the service provided after buying two wheelers vehicles, the relationship consumers and after
sales service center shares and most importantly the difference consumers finds between
service provided by Company’s after sales service center and Local after sales service center.

This research is done in order to recognize the ability of different after sales service center to
meet consumer’s expectation and to identify their strategies of interacting with consumers. In
order to know consumer’s gratification regarding the service provided a set of questionnaire
was prepared from Google forms and was distributed via emails and other social networking
sites the elements were analysed to tend to make direct influence on consumers satisfaction in
order to create conceptual framework and various research methods are applied.

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 Management Investigation and Dissertation | Sadiksha Thapa (17032066)

Hence, the whole study is conducted in order to relate different topics inspection of the
genuine after sales services provided by two wheelers after sales service center, allocation of
two wheelers and its link and role with customer satisfaction in order to analyse the quality
setting of any service center.

1.2 Statement of Problem

The statement of problem in this research report is concerned with the fact that if a customer
is satisfied with the overall service quality provided by the two wheelers service center in
Kathmandu Valley or not. There are varieties of services provided by two wheelers center
and the customers level of satisfaction acquired through those services are also different. The
overall customer satisfaction relies on the method and strategies that are implemented by two
wheelers service center on providing its services and facilities and interacting process with
targeted customer base. Out of major factors of service quality that are considered to promote
customer satisfaction, most of the two wheelers service center are unaware about the most
significant factor of service quality satisfies the customer to fullest. In order to create the
possible solution from the above statement of problem, research objectives and questions are
drawn.

1.3 Research Questions

 What are the factors determining relationship between service quality factors and
customer satisfaction?

 What are the significant factor of service quality of service center that satisfy the
customer satisfaction in two wheelers?

 In order to meet customer satisfaction what are the possible strategies they apply
while interacting with consumers?

1.4 Aims and Objectives

The aims and objectives of this research paper are as follows:

 To identify the services provided to gain overall consumer’s gratification by two

wheelers after sales service center.
 To identify the strategies implemented to meet consumer’s expectation.

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 Management Investigation and Dissertation | Sadiksha Thapa (17032066)

 To identify the most significant factor of service quality that satisfy the customers in
two wheelers.

1.5 Significance of the research

The major concern of this research is to analyse the level of satisfaction acquired from the
features and services provided by the after sales service centres of the consumers who have
two wheelers in Kathmandu Valley. As given research question and objectives states, the
finding through this research report shall provide a guideline to identify most significant
factors of service quality and most importantly it helps to find the factors determining
relationship between service quality factors and customer satisfaction.

1.6 Limitations of the research

 The research is conducted only on those people who owns two wheelers vehicles in
Kathmandu valley.

 The overall data collection process is limited in only some places of Kathmandu
Valley.

 The collected data relies upon the perspective of customers or respondents which shall
not remain constant and may differ timely.

1.7 Organization of the study

The overall research report consists five different chapters in total:

Chapter 1: This chapter includes the topic, introduction and background of the study and
other important elements such as objectives, questions and limitation of the research.

Chapter 2: This chapter includes literature review, conceptual framework and the drawn
hypothesis of the research.

Chapter 3: This chapter includes methodology, sampling methods, data analysis implemented
to create a pilot study of the research.

Chapter 4: This chapter includes the discussion and result interpretation of the research is
included.

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 Management Investigation and Dissertation | Sadiksha Thapa (17032066)

Chapter 5: The Final Chapter includes the research conclusion and the possible
recommendation from my point of view.

Chapter 2
2.1 Literature Review

Though Nepal have not been able to manufacture two wheelers on its own but carries greater
opportunities for the people who are indulged in after sales service center. According to many
research journals referenced on the somehow similar topic in context of whole world, it was
quite expected that after sales service provided by various companies has positive impact on
customer's satisfaction. Here are some referred journals and their short reviews which mainly
covers a topic such as Service Centre, Customer Satisfaction, After Sales and Two wheelers.

According to the research on customer's satisfaction on after sales services of TATA Motors
in Jharkhand, the result shows that most of the consumers are clearly satisfied. The primary
and secondary source were used in order to collect data set of questions, interviews were
taken and various journals, newspapers were referred. About more than fifty percent of
respondents answered positively that it do satisfies their requirements (Mishra, 2014).

According to the research done on customer's satisfaction on Honda two wheelers conducted
in Tirupati which generally explains how the customer's satisfaction highly relies on the
factor such as product characteristics, pricing and most importantly after sales services.
Customers are satisfied with different aspects and in this case it is shown that there is
significant outcome on consumer's satisfaction regarding after sales service provided by
Honda in Tirupati (Yuvaraju and Rao, 2014),

According the research done on factors that are affecting customer satisfaction provided by
Maruti Suzuki, it shows that the customer's satisfaction is highly on positive side as the fuel
prices, spare parts and installation charge on Maruti Suzuki vehicles are significantly low
compared to others. Presales services and after sales services provided by Maruti Suzuki has
been valuable to its customers as per as the offers they provides to maintain a positive
relationship with its customers (Lata, Singh and Pradesh, 2017).

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The research conducted on consumers to know the satisfaction they acquired from the service
provided by Honda showroom services in Tiruvarur. Both primary and secondary research
methods were applied, certain set of questionnaire were prepared, for data analysis SPSS
method was utilized for financial factor and percentage analytical method were use in order
to analyze assembled data. According to findings, positive correlation and impact on the
people of Tiruvarur and they are extremely satisfied by the service they are getting from
Honda two wheelers and showroom services (Renganathan et al., 2016).

The research was conducted in Sivakasi to measure the level of satisfaction acquired by the
customers from after sales service provided by TVS Motors Ltd. By considering different
aspect that effects on customer satisfaction through different aspect, primary research method
was applied and data was assembled by a structural questionnaire and secondary method of
research was done through SPSS. Majority of customers feel that TVS services are not good
as expected but the applicable charges of spare parts and installation cost are reliable and
affordable (Meera, 2017).

The research was conducted in Delhi in order to study a customer satisfaction of two
wheelers on Yamaha. The set of questionnaire was prepared in order to conduct the survey
amongst 100 respondents in Delhi. The various data analysis method was applied which
included 20 parameter which later was used to draw pie charts. According to findings
customers gain satisfaction through major elements provided by Yamaha but unfortunately
Yamaha was unable to meet customer's expectations and more than half respondents
insignificant and negative response (Jain, 2015).

The research was conducted to identify the level of satisfaction a customer acquire from the
services provided by Hero. The main aim of this research was to analyze the post sales
service provided by the Hero. Both secondary and primary research method was utilized. In
order to assemble data interviews and questionnaire were conducted and relatable journals
and newspaper were referred. The statistical technique was utilize to analyze and examine the
data. According to finding, the service provided has positive correlation and impact on
customer satisfaction is significantly high (M and Bharthvajan, 2016).

According to the study conducted by the Samsung Home Appliances, the results shows that
there is an effective relationship between after sales service provided by Samsung home
appliances and customer satisfaction. The two different questionnaire sets were prepared one
for after sales service and other for customer satisfaction. After applying descriptive and

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inferential statistics methods, the conclusion was drawn that there is significant positive
correlation between after sales service and customer satisfaction (Giri and Thapa, 2018).

According to the research done regarding product and services provided by Asian Paints in
Vadodara, in order to know their relationship with consumer satisfaction, to estimate the
significance of provided product and service on consumer's expectations and to measure
overall level of satisfaction a consumer acquired from the service provided by Asian Paints.
Amongst the targeted population of 100 the convenient sampling was applied. As a result
supports a positive correlation and impact on the costumer's satisfaction through the products
and services provided by Asian Paints (Directory et al., 2016).

The research article on how customer's satisfaction varies on quality of products and services
and the performance of a company or a firm in a food industry. The reason behind conducting
the research is to examine the possible impact of quality of a product and services on
consumer satisfaction and on firm's business performance. The primary method of research
was applied and a set of questionnaire was prepared and the financial data was utilized in
order to measure the performance. According to findings, the relationship between the chief
factors were found but the overall findings showed that many elements were likely to be
statistically inconsiderable (Suchánek, Richter and Králová, 2014).

These literature review act as a major help to complete this research as we can observe that
most of the previous studies are concerned more in products and less in sales attributes.
Majority of the previous studies have rarely considered a contribution of human factor which
indulge behavioral aspects in overall customer satisfaction. From the literature review, we
can see that previous studies are more concerned about the industries who contemplate the
plot of the company such as Tata and Hero rather than the context of the industry collectively
(Giri and Thapa, 2018).

In my research report I focused on the sales attributes equally and considered behavioral
aspects for overall customer’s satisfaction in the sector of two wheelers service center in
Kathmandu. In this report major concern has been to incorporate every two wheelers
company operating in Kathmandu Valley.

Therefore, this research would cover overall aspects lacking in previous studies by providing
improvised intuition in all the fallibility.

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2.2 Conceptual Framework

Following conceptual framework is drawn referring above literature review.

As to know the satisfaction acquired from various after sales service centers of two wheelers,
different categories has been prepared. The elements that make direct influence on consumer
satisfaction are assembled as independent variables. Under independent variables, there are
two categories one is prime post sales services (various services provided) and other is factor
affecting after sales services (operational aspects of services) (Giri and Thapa, 2018).

Conceptual Framework made referring to: (Giri and Thapa, 2018)

 Demographics: The most important factor that is to be determined before

conducting any kind of survey is demographic factors. It helps to categorize the

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respondents of a survey according to their age, gender and other essential

components. Demographic factors helps to identify the overall background of
respondents and the factors affecting their buying decision and preferences. It will
help to study the lifestyle and role of respondents in society and family and the
attitude they carry about various sectors and its offerings.

 Independent Variables: As given in the figure of conceptual framework, the

elements that make direct influence on consumer satisfaction are assembled as
independent variables.

 Prime Post Sales Services: Prime post sales services are the core set of
services that are provided by any service center in order to gain overall
customer satisfaction. The set of services that are provided by after sales
service of two wheelers includes assurance and warranty, supply of spare
parts, repair and maintenance, examination and observation, washing and
cleaning facilities and if there is any inquiry about the related stuffs they also
provide customer care services.
 Factors affecting after sales services: This factors is more likely to
positively impact and attract customers to acquire their level of satisfaction.
Factors affecting after sales services helps to create a positive image of a
company or brand amongst the customers. Some of the factors that affects the
customers perception besides the prime post sales services includes the overall
environment of the place, time duration taken to get required servicing done
and most important factor is the behaviour of technicians and works to their
customers and their ability of performing the assigned task.

 Other Variables: Elements such as Trademarks and Constancy of acquiring post

sales services are grouped as other variables. In the proposed research report, other
variables are considered as the external factors that are more likely to acquire
customer satisfaction or can negatively impact on customer’s perception. The overall
presence of service center in respective market is a very important things. The
elements such as brand recognition, brand performance are responsible for making a
direct influence on dependent variable i.e. customer satisfaction.

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2.3 Hypothesis

H1: Pricing is positively significance to the customer satisfaction acquired from service
provided by after sales services centre of two wheelers in Kathmandu.

H2: Servicing time duration is positively significance to the customer satisfaction acquired
from service provided by after sales services centre of two wheelers in Kathmandu.

H3: Behaviour of technicians is positively significance to the customer satisfaction acquired

from service provided by after sales services centre of two wheelers in Kathmandu.

H4: Reliability is positively significance to the customer satisfaction acquired from service
provided by after sales services centre of two wheelers in Kathmandu.

Chapter 3

3.1 Research Methodology

3.1.1 Research Design

In order to cover all the required components in a research report, research design is the best
possible way that can be implemented to create structured plan for presented research report.

Data Analysis method carries various method to approach a research questionnaire. For
instance, the format of creating overall research questionnaire provides a guideline to draw a
research methodology, steps to be implemented conducting a survey, for analytical purpose
and statistics which will help to determine a suitable data analysis approach for the proposed
research problem.

For this research report, Quantitative research method has been implemented, in order to
identify the factors affecting customer’s satisfaction and to draw a suitable conclusion
through survey conducted. Proposed research report mainly focusing on developing
hypothesis through existing theories, deductive approach is used[ CITATION Res19 \l 1033 ].

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3.1.2 Study Population and Sampling Technique

The targeted respondents for my research report are the people who owns two wheelers
vehicle in Kathmandu Valley. A random sampling method was implemented and the set of
questionnaire made with Google form was distributed through emails and links, out of many
people who received the emails and links only 80 people responded. Most of the people who
responded were students from different colleges located all over Kathmandu Valley. Most of
the respondents fall under the age group of 18 to 25 years old who get their after sales service
from both Company’s own after sales service center or Local after sales service center.

3.1.3 Data Analysis Techniques

The conduction of quantitative research is done on the people who owns two wheelers
vehicles of different brands in Kathmandu valley by implementing both primary and
secondary data collection methods. For the proper verification of data collected through
quantitative research, IBM SPSS software is utilized. Cronbach’s Alpha is used to measure
reliability scale. To draw a relevant conclusion, the frequencies and descriptive data has been
utilized after assembling required amount of data. The output and the findings of the survey
has been explained and the attached in next chapter.

3.1.4 Participants

The finding of this research shall help the two wheelers service center located in Kathmandu
Valley to know what possible changes that can be brought in customer relationship strategies
in order to gain overall customer satisfaction. The total number of people who responded to
the survey were 80 peoples and most of them were students in different colleges. This shows
the growing obsession of two wheelers amongst many youths in Kathmandu Valley, the
research is conducted in order determine the level of satisfaction they receive after
purchasing two wheelers.

3.1.5 Questionnaire administration

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As per as proposed conceptual framework, before conducting a survey a set of questionnaire

was prepared referring to various related journals. The set of questionnaires was prepared
including some demographic factors such as respondent’s gender, age group they fall under
and so on, it also incorporates a multiple choice questions asking customers about their
perception on service quality provided by after sales center. In order to gain proper reliability
check, every questions are responsible for finding the level of satisfaction acquired by the
respondents through provided sets of services.

3.1.6 Nature and Source of data

Both Primary data and secondary data was implement while conducting a survey. As a part of
secondary data collection method, the set of questionnaire was prepared referring to various
journals that includes the factors like customer satisfaction, service quality etc. Primary data
collection method was used, as the set of questionnaire was prepared and distributed to
targeted group of people through emails in order to gain proper insights about their
perception on proposed research topic.

3.1.7 Accessibility, reliability, validity and ethics

The preparation of questionnaire is done only referring to related internationally credited

journals. The data collection and survey would only be conducted with the permission and
desire of the respondents. No data would be collected without the consent of the respondents.
The set of questionnaire were distributed to large number of people and only the interested
group of people under their own consent filled up the forms. The set of questionnaire includes
only the simple topic related questions, so it doesn’t requires any personal information of the
respondents.

Chapter 4
Data Analysis and Discussion

Data Analysis method carries various method to approach a research questionnaire. For
instance, the format of creating overall research questionnaire provides a guideline to draw a

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research methodology, steps to be implemented conducting a survey, for analytical purpose

and statistics which will help to determine a suitable data analysis approach for the proposed
research problem.

This chapter includes respondent’s demographic background, descriptive statistics and scale
of reliability deprived through independent factors.

4.1 Respondent’s Demographic Background

4.1.1 Gender Classification of Respondents

Table 4.1: Gender Classification of respondents

Gender Frequency Valid Percent

Female
28 35.0

Male
51 63.8

Prefer not to say

1 1.3

Total 80 100.0

The table above shows us the data of respondents based on their gender. In total of 80
respondents, 63.8% were male, 35% were female and 1.3% chose prefer not to say.
Therefore, the table clearly shows that the percentage of male respondents is more than
female respondents.

4.1.2 Age Group of Respondents

Table 4.2: Age group of respondents

Age Frequency Valid Percent
Group
18-25 73 91.3
25-33 5 6.3
Above 2 2.5
33
Total 80 100.0

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The table above shows us the data of respondents based on their age group. Amongst the total
of 80 respondents, majority of respondents falls under the age group of 18-25 years old with
91.3%, 6.3% of respondents falls under the age group of 25-33 years old and remaining 2.5%
of respondents are above 33 years old.

4.1.3 Types of two wheelers owned by the respondents

Table 4.3: Types of two wheelers owned by the respondents

Valid
Types of Two wheelers Frequency Percent
Bike
39 48.8

Scooter
41 51.3

Total 80 100.0

The above table shows us the data of mode of two wheelers owned by the respondents. Out of
80 respondents, 48.8% of them owns and travels by bike whereas 51.3% of them owns and
travels by the scooter. Therefore, above graph shows us that majority of the respondents owns
and thinks that scooters are more convenient and reliable compared to bikes.

4.1.4 Respondent’s brand preference on two wheelers vehicles

Table 4.4: Respondent’s brand preference on two wheelers vehicles

Two wheelers Brand Frequency Valid Percent

Honda 23 28.8
None of the above 21 26.3
Suzuki 8 10.0
TVS 2 2.5
Yamaha 23 28.8
Total 80 100.0

The above table shows the data on brand preference of respondents on two wheelers. It shows
by owning a two wheelers vehicles from these different brands, how much convenient the

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respondents feels and it also helps to determine a brand position of these brands in a market.
In total of 80 respondents, majority of respondents owns two wheelers vehicles from both
Honda and Yamaha covering 28.8% each, 21% of them owns a two wheelers vehicles from
the brands that are not mentioned in the option so they chose none of the above, 8% of
respondents owns two wheelers vehicle from Suzuki and rest 2% of them owns a two
wheelers vehicles from TVS. This findings shows that both Honda and Yamaha has strong
brand image and presence in the market.

4.1.5 Respondent’s preference on types of after sales service center

Table 4.5: Respondents preference on types of after sales service center for two wheelers

Type of service center Frequency Valid Percent

Company's service center 54 67.5
Local service center 26 32.5
Total
80 100.0

The table shows the data of two different types of service center located in Kathmandu valley
where the respondents are more likely to get there after sales services done. Out of 80
respondents, 67.5% of them visits company’s service center to get their two wheelers
serviced whereas 32.5% of them visits local service center to get their two wheelers serviced.
The majority of respondents visits company’s own service center compared to local service
center for post sales services purpose.

4.1.6 Time duration of customers visiting after sales service center

Table 4.6: Time duration of respondents visiting after sales service center

Service Duration Frequency Valid Percent

Once in a month 30 37.5
Once in a six months 18 22.5
Once in a year 3 3.8
Twice in a month 12 15.0
Twice in a six months 16 20.0
Twice in a year 1 1.3
Total 80 100.0

Above table shows the data on time duration of respondents visiting after sales service center.
Out of 80 respondents, 37.5% of them gets their two wheelers serviced at least once in

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month, 22.5% of visits after sales service center once in a six months, about 20% of them
visits twice in a six months, 15% of the respondents visits twice in a month and about 3.8%
and 1.3% of respondents visits after sales service center once or twice in a year. Large
number of respondents are more likely to visit after sales service center at least once in a year
whereas very less number of respondents visits only twice in year.

4.1.7 Impact of service provided on customer’s two wheelers buying decision

Valid
Frequency Percent
Maybe 26 32.5
No 5 6.3
Yes 49 61.3
Total 80 100.0

Table 4.7

Level of impact Frequency Valid Percent

High impact 22 27.5
Neutral impact 36 45.0
No impact at all 4 5.0
Very less impact 12 15.0
Total 80 100.0

Table 4.8

Table 4.7 shows a whether the service provided affects customers buying decision on
purchasing two wheelers from same company or brand or not. Out of all the 80 respondents,
61.3% agrees to the statement that the quality of service provided to them impacts their repeat
purchase buying decisions from same brand, 32.5% of them have stayed neutral and agreed
that it might or might not impact in their buying decision and about 6.3% of the respondents
has disagreed to the give statement.

Table 4.8 shows the measurement that how much does service provided impacts on
customers buying decision. Amongst 80 respondents, about 45% of them feels that it has a
neutral impact in their buying decisions, 27.5% of them feels that their buying decision is
highly impacted by the quality of service provided, 15% of them feels that it has a very less

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impact in their buying decision and about 5% of respondent’s buying decision is not impacted
at all.

4.2 Descriptive Analysis

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De s c riptive S tatis tic s

Std.
N Mean Deviation
If you get your service done through company own after
sales service center, what is your satisfaction level
from the various range of services provided by
80 2.850 .7971
respective after sales service center? [Availability of
spare parts ]

If you get your service done through company own after

sales service center, what is your satisfaction level
from the various range of services provided by 80 2.975 .6931
respective after sales service center? [Behavior of
employee and technicians]
If you get your service done through company own after
sales service center, what is your satisfaction level
from the various range of services provided by 80 2.913 .7986
respective after sales service center? [Repair and
maintenance service ]
If you get your service done through company own after
sales service center, what is your satisfaction level
from the various range of services provided by 80 2.813 .7970
respective after sales service center? [Customer care
services]

If you get your service done through company own after

sales service center, what is your satisfaction level
from the various range of services provided by 80 2.900 .8050
respective after sales service center? [Observation
and cleaning facilities]

If you get your service done through company own after

sales service center, what is your satisfaction level
from the various range of services provided by 80 2.875 .7855
respective after sales service center? [Environment ]

If you get your service done through company own after

sales service center, what is your satisfaction level
from the various range of services provided by
80 2.813 .9290
respective after sales service center? [Warranty and
Duration]

Valid N (listwise)
80

Table 4.2.1

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As given in the table, with the upper means of 2.975 most of the respondents has given a
positive feedback regarding the level of satisfaction acquired through “Behaviour of
employee and technician” in Company’s service center. Most of the respondents along with
quality of the prime post sales service provided by the service center, they also look up to the
customer relationship strategy that are implemented by the after sales service center owned
by respective brand and two wheelers company in Kathmandu Valley. This findings shall
help the employees and technicians of Two Wheelers Company to stay motivated and
increase the efficiency in performing their task.

The behaviour of employee and technicians plays a crucial role on promoting an

effectiveness of any company or organization. The behavioural aspects of employees and
technicians determine the positive outcome of any after sales service center of two wheelers.
According to the table attached above, the company owned two wheelers service center has
been able to implement remarkable customer relationship strategy and has been improvising
itself by acquiring knowledge about the factors to gain overall customer satisfaction without
commencing any sorts of faults and errors.

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 Management Investigation and Dissertation | Sadiksha Thapa (17032066)

De s c riptive Statis tic s

N Mean Std. Deviation

If you get your service done through local after sales
service center, what is your satisfaction level from the
various range of service provided by respective after sales 69 2.493 .8157
service center? [Availability of spare parts ]

If you get your service done through local after sales

service center, what is your satisfaction level from the
various range of service provided by respective after sales 68 2.912 .8238
service center? [Behavior of employee and technicians ]

If you get your service done through local after sales

service center, what is your satisfaction level from the
various range of service provided by respective after sales 69 2.870 .8386
service center? [Repair and maintenance]

If you get your service done through local after sales

service center, what is your satisfaction level from the
various range of service provided by respective after sales 69 2.681 .8134
service center? [Customer care services]

If you get your service done through local after sales

service center, what is your satisfaction level from the
various range of service provided by respective after sales 69 2.594 .8798
service center? [Observation and cleaning facilities]

If you get your service done through local after sales

service center, what is your satisfaction level from the
various range of service provided by respective after sales
69 2.565 .8131
service center? [Environment]

If you get your service done through local after sales

69 2.507 .9175
service center, what is your satisfaction level from the
various
Valid range of service provided by respective after sales
N (listwise)
68

Table 4.2.2

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 Management Investigation and Dissertation | Sadiksha Thapa (17032066)

From the table 4.2.2, we can observe that most of the respondents has given a positive
feedback regarding the level of satisfaction acquired through “Behaviour of employee and
technician” in Local service center with the upper mean of 2.912. The behaviour of employee
and technicians plays a crucial role on promoting an effectiveness of any company or
organization. The behavioural aspects of employees and technicians determine the positive
outcome of any after sales service center of two wheelers.

Despite of having numerous service center owned by huge companies of two wheelers,
Nepalese local service center has been able to set a benchmark but implementing a very
powerful customer relationship strategy in order to acquire overall customer satisfaction.
There are large amount of customers the service center have to deal with in daily basis, the
local service center has adapted a various skills and abilities in order to attract large number
of targeted customers. The positive outcome of a service center helps employees and
technician to perform their task efficiently.

Therefore, as per as the findings out of all the 80 respondents who get their two wheeler’s
vehicles serviced in both company’s service center and local service center, most of them
agrees that the “Behaviour of employees and technicians” satisfies them the fullest amongst
the various set of after sales service provided mentioned in a questionnaire.

4.3 Reliability Analysis of the Independent variables

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