FACTORS INDICATING CUSTOMER SERVICES CAPABILITY A CASE OF PENTO AUTO WHEEL LIMITED PARTNERSHIP

Abstract

The objectives of this study were to study and compare the factors indicating customer service capability of Pento Auto Wheel Limited Partnership which were
categorized by customer’s personal factors in 7 types of service : the frequency of stock outs, the rate of order responsive, the order credibility, the fast service access, the service consistency, the service flexibility and the service assurance. The samples consisted of 134 customers of Pento Auto Wheel Limited Partnership. The data collection tool was a questionnaire with content validity value (IOC) = 0.66 - 1.00 and reliability = 0.92. Statistics used in data analysis were percentage, mean, standard deviation, t-test and One-way ANOVA (F-test) for variance testing as well as pair-wise comparison by means of Scheffe’s method which were conducted at 0.05 statistical significant level.

The results found that ; overall, the factors indicating customer service capability of Pento Auto Wheel Limited Partnership were at a high level. When
considering by each factor showed that the highest mean was the order credibility, followed by the service assurance and the lowest mean was the fast service access. Pair-wise comparison by means of Scheffe’s method found that ; customers who were different in gender, income and have different types of car had no different opinions on those study factors at statistical significant level of 0.05 by overall. While focusing only on their ages, customers who were between 30 – 40 years old and over 51 years old had different opinions on the service flexibility and the service assurance factors.