This
study aimed to determine the significant relationship between business
practices and customers satisfaction among motorcycle dealers in General Santos
City, Philippines. The descriptive survey and correlational design were used to
employ quantitative data. The data were gathered through the survey
questionnaire from eight (8) managers and forty (40) customers of the
identified motorcycle dealers who were selected through purposive sampling. The
data gathered were analyzed through weighted mean and Pearson (r) Coefficient
Correlation. The findings of the study generally revealed that there is a
significant relationship between business practices and customers satisfaction.
Therefore, the null hypothesis that there is no significant relationship
between business practices and customers satisfaction is rejected. Given the
overall results, the study recommends sustaining the business practices in
order to maintain the current level of customers satisfaction.
References
[1]
Adusei, C., & Tweneboah-Koduah, I. (2019). After-Sales Service and Customer Satisfaction in the Automobile Industry in an Emerging Economy. Open Access Library Journal, 6, 1-21. https://doi.org/10.4236/oalib.1105167
[2]
Amojelar, D. (2012). DTI Probing Complaints vs. Motorcycle, Car Dealers Who Insist on Financing. InterAksyom.com.
http://www.interaksyon.com/business/35845/dti-probing-complaints-vs--motorcycle-car-
dealers-who-insist-on-financing
[3]
Anantadjaya, S. P. D., Pratama, C., Nawangwulan, I. M., Sibarani, M., & Riwoe, J. C. (2011). Ratio Analysis on Entrepreneurial Service Quality: A Case Study in a Motorcycle Dealership in East Java. The 3rd Indonesia International Conference on Innovation, Entrepreneurship & Small Business (IICIES 2011), Center for Innovation, Entrepreneurship, and Leadership (CIEL), School of Business & Management, Institut Teknologi Bandung. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=1912210
[4]
Apolo, J. T. (2003). Credit and Collection Management in the Philippine Setting (2nd ed.). Mandaluyong City, Philippines: National Bookstore.
[5]
Balasan, M. N. (2014). Marketing Basics: A Modular Approach. Manila: Philippines: Rex Bookstore.
[6]
Bateson, J. E. G., & Hoffman, K. D. (2011). Services Marketing. Boston, MA: Cengage Learning.
[7]
Bell, S. J., & Luddington, J. A. (2006). Coping with Customer Complaints. Journal of Service Research, 8, 221-233. https://doi.org/10.1177/1094670505283785
[8]
Bloor, M., & Wood, F. (2006). Purposive Sampling. In M. Bloor, & F. Wood, Keywords in Qualitative Methods (p. 143). Thousand Oaks, CA: SAGE Publications Ltd.
https://doi.org/10.4135/9781849209403.n73
[9]
Bowersox, D. J., Closs, D. J., Cooper, M. B., & Bowersox, J. C. (2014). Supply Chain Management Logistics Management (4th ed.). New York: McGraw-Hill Education.
[10]
Briones, J. G. (2005). Credit and Collection Management Made Easy for Filipino College Students. Mandaluyong, Philippines: National Book Store.
[11]
Business News (2015). Honda Partners Shriram Automall.
https://www.overdrive.in/news-cars-auto/honda-teams-up-with-shriram-automall-to-offer-pre-
owned-two-wheelers/
[12]
Calmorin, L. P., & Calmorin, M. A. (2012). Research Method and Thesis Writing (2nd ed.). Manila, Philippines: Rex Bookstore, Inc.
[13]
Carmudi, P. H. (2018). Philippine Motorcycle Industry Sees Growing Need for Motorcycles.
https://www.carmudi.com.ph/journal/philippine-motorcycle-industry-sees-growing-need-motorcycles/
[14]
Castleberry, S. B., & Tanner Jr., J. F. (2014). Selling: Building Partnerships (9th ed.). New York: McGraw-Hill Education.
[15]
Dubrin, A. J. (2013). Fundamentals of Management (Philippine ed.). Boston, MA: Cengage Learning.
[16]
Dunn, L., & Dahl, D. W. (2012). Self-Threat and Product Failure: How Internal Attributions of Blame Affect Consumer Complaining Behavior. Journal of Marketing Research, 49, 670-681. https://doi.org/10.1509/jmr.11.0169
[17]
eportal.gensantos.gov.ph (2020). About General Santos City—Economy.
https://eportal.gensantos.gov.ph/about-general-santos/
[18]
Evans, J. R., & Lindsay, W. M. (2013). Managing for Quality and Performance Excellence (9th ed.). Boston, MA: Cengage Learning.
Fazlzadeh, A., Bagherzadeh, F., & Mohamadi, P. (2011). How After-Sales Service Quality Dimensions Affect Customer Satisfaction. African Journal of Business Management, 5, 7658-7664. http://www.academicjournals.org/AJBM
https://doi.org/10.5897/AJBM11.351
[21]
Futrell, C. M. (2014). Fundamentals of Selling: Customer for Life through Service (13th ed.). New York: McGraw-Hill Education.
[22]
Garcia, N. P., & Juevesa, R. D. (2020). Workplace Spirituality in State Universities and Colleges: Its Relation to the Work Well-Being and Job Satisfaction of Faculty Members. International Journal of Engineering and Management Research, 10, 52-67.
https://ssrn.com/abstract=3718970
https://doi.org/10.31033/ijemr.10.5.12
[23]
Griffin, R. W., & Morehead, G. (2014). Organizational Behavior (Philippine ed.). Boston, MA: Cengage Learning.
[24]
Guillen, M. D. V., & Ishida, H. (2004). Motorcycle-Propelled Public Transport and Local Policy Development: The Case of “Tricycles” and “Habal-Habal” in Davao City, Philippines. IATSS Research, 28, 56-66. https://doi.org/10.1016/S0386-1112(14)60092-3
[25]
Hanlon, M. (2012). New Research Indicates Motorcycle Commuting Reduces Traffic Congestion and Emissions.
https://newatlas.com/motorcycles-reduce-congestion/21420/
[26]
Heizer, J., & Render, B. (2014). Operations Management Sustainability and Supply Chain Management (11th ed.). New York: Pearson Education.
[27]
Kotler, P., & Armstrong, G. (2014). Principles of Marketing (15th ed.). New York: Pearson Publishing.
[28]
Kurtz, D. L. (2013). Principles of Contemporary Marketing (Philippine ed.). Boston, MA: Cengage Publishing.
[29]
Laurel, D. (2017). We Ask the LTO about the Ongoing OR/CR Issue, Top Gear Philippines.
https://www.topgear.com.ph/news/motoring-news/lto-or-cr-issue-a00013-20170217
[30]
Liu, C. (2001). An Assessment of Banking Operation Strategies of Private Banking Institutions in the Philippines. Asia Pacific Journal of Marketing and Logistics, 13, 57-71.
http://www.emeraldinsight.com/doi/abs/10.1108/13555850110764711
https://doi.org/10.1108/13555850110764711
[31]
Maddox, J. (2016). Top 4 Complaints about Motorcycle Dealerships. MC Garage.
https://www.motorcyclistonline.com/top-4-complaints-about-motorcycle-dealerships/
[32]
Magkilat, B. (2014). Motorcycle Roadmap. Manila Bulletin.
http://www.mb.com.ph/crs-canwait-but-not-motorcycles-roadmap
[33]
Medina, R. (2012). Principles of Marketing (Revised ed.). Manila, Philippines: Rex Bookstore, Inc.
[34]
Populationstat.com (n.d.). General Santos City Population as of 2017.
https://populationstat.com/philippines/general-santos-city
[35]
Ravindra, K., & Sorsa, G. (2015). A Study on Customer Satisfaction towards Bajaj Motorbikes in Hawassa City, Hawassa—Ethiopia, Africa. International Journal of Logistics and Supply Chain Management Perspectives, 4, 1451-1456.
https://pezzottaitejournals.net/pezzottaite/2015_IJLSCMP_PAGE_OF_CONTENTS_V4N1_
JANUARY_MARCH.php
[36]
Reinsalu, A. (2018). Small and Light Might Be the Solution for Urban Traffic.
https://medium.com/the-stigo-blog/small-and-light-might-be-the-solution-for-urban-traffic-3d233b3a83ba
[37]
Roces, I. S. (2018). Philippine Motorcycle Sales up 21% in 2018. Motocycle News.
https://www.motopinas.com/motorcycle-news/philippine-motorcycle-sales-up-21-in-2018.html
[38]
Sino Cruz, I. R. (2019). Car Dealer Gets Notice to Explain from LTO-7 over Complaint of Client on Delayed Release of Registration. Cebu Daily News.
https://cebudailynews.inquirer.net/262081/car-dealer-gets-notice-to-explain-from-lto-7-over-complaint-of-client-on-delayed-release-of-registration#ixzz6jUGvBFuO
[39]
Tamehiro, T. (2019). Yamaha Fights for Pole Position in Philippine Motorcycle Market.
https://asia.nikkei.com/Business/Business-trends/Yamaha-fights-for-pole-position-in-Philippine-motorcycle-market
[40]
Walker Jr., O. C., & Mullins, J. W. (2014). Marketing Strategy: A Decision Focused Approach (8th ed.). New York: McGraw-Hill Education.
[41]
Young, F. C., & Pagoso, C. M. (2012). Principles of Marketing. Manila, Philippines: Rex Bookstore, Inc.
