International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

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Assessment of the Customer Service and Its Impact on Customer Satisfaction and Loyalty in a Selected Motorcycle Dealership in Isabela

Author(s) Ms. Maria Cristy Felipa L. Lopez
Country Philippines
Abstract This research set out to understand how people truly felt about the service they got from a selected motorcycle dealership in Isabela, Philippines. To gain real insights, the researcher surveyed 322 customers and also asked them to answer surveys, capturing their honest thoughts and experiences. The study focused on important aspects of service, including how polite and helpful the staff were, their knowledge of the products, how clean the place was, and how quickly transactions were completed. Many customers pointed out that the showroom was clean and well-organized, which helped create a positive first impression. However, some felt that certain parts of the service process—particularly response times and transaction speed—could be improved. While the staff generally seemed professional and courteous, a few customers believed that employees should listen more attentively and have a stronger grasp of the products, especially regarding technical concerns. Most of the participants in the study were between 25 and 44 years old, and this group reported the highest level of satisfaction. What really stood out in the results is simple: when people feel genuinely cared for, they’re more likely to return and recommend the shop to others. These insights can be especially helpful—not just for dealership owners, but also for motorcycle manufacturers who want to connect more meaningfully with their customers.
Keywords Customer Service, Customer Loyalty, Employee Performance
Published In Volume 7, Issue 3, May-June 2025
Published On 2025-05-20
DOI https://doi.org/10.36948/ijfmr.2025.v07i03.44889
Short DOI https://doi.org/g9kvbf
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E-ISSN 2582-2160
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