Home⇛Asia Pacific Journal of Management and Sustainable Development⇛vol. 13 no. 1 Part 3 (2025)

Service Quality Performance and Customer Loyalty in One Service Center

Vincent Dave A. Caraballe | Evangeline O. Mendoza

Discipline: Marketing

 

Abstract:

This study investigates the relationship between service quality performance and customer loyalty in a motorcycle parts and repair service center in Butuan City, Philippines. As motorcycles are a vital mode of transportation in urban areas, the growth of the motorcycle repair industry has led to increased competition, making customer loyalty crucial for business sustainability. The research focused on AVC Cycle Parts and Accessories, surveying 300 customers who had used their services at least twice in the past six months. The study utilized a descriptive research design, employing a validated questionnaire to assess service quality across five key dimensions: personal interaction, policy, physical aspects, reliability, and problem-solving. Customer loyalty was measured through trust, commitment, communication, and conflict handling. Findings revealed a significant positive correlation between service quality and customer loyalty. Specifically, reliable services, effective communication, and personal interactions were strong predictors of trust and commitment among customers. The results highlight that consistent, high-quality service delivery, supported by professional and empathetic staff, enhances customer satisfaction and fosters long-term loyalty. The study also emphasizes the importance of efficient problem resolution and clear policies in maintaining customer trust. These insights provide actionable recommendations for motorcycle service providers to improve operational strategies and customer engagement. Furthermore, this research contributes to the limited body of literature on service quality and customer loyalty in the Philippine motorcycle repair sector and offers guidance for business owners and policymakers aiming to support small and medium enterprises (SMEs) in this growing industry.



References:

  1.  Philippine Statistics Authority. (2023). 2023 list of establishments. https://www.dti.gov.ph/resources/msme-statistics/
  2. Philippine Statistics Authority. (2023). Economic performance of Butuan City by industry (2022-2023). https://rssocaraga.psa.gov.ph/system/files/attachment-dir/BXU-PR-VGAJ-NMTB-ABA-fin.pdf
  3. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
  4. Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3–16.
  5. Musasa, T., & Tlapana, T. P. (2023). Assessing the significance of retail service quality on shopping frequency: An adaptation of the retail service quality (RSQS) model. The European Journal of Management Studies. https://doi.org/10.1108/ejms-10-2022-0072
  6. Espírito Santo, P., & Azinheira Cardoso, P. (2023). Effects of customer service quality in online retail stores. Springer Series in Design and Innovation. https://doi.org/10.1007/978-3-031-47281-7_43
  7. Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 51(2), 11–27. https://doi.org/10.1177/002224298705100202
  8. Matonya, J., & Mwangamba, P. (n.d.). Relationship marketing and customer loyalty in the Tanzanian telecommunication industry. International Journal of Business Management and Economic Review. https://doi.org/10.35409/ijbmer.2023.3513
  9. Habon, M. E., Enriquez, C. D. M., Dinglasan, A. P. L., Habon, R. A. C., Punzalan, P. M. G., & Pulhin, J. C. B. (2019). Impact of training and development program to employees’ performance and productivity. Asia Pacific Journal of Education, Arts and Sciences, 6(4), 55–62. https://research.lpubatangas.edu.ph/wp-content/uploads/2020/06/APJEAS-2019-6.4.07.pdf
  10. Erciş, A., & Rasouli, R. (2013). Influence of relationship marketing on customer satisfaction and relationship quality: The case study. Journal of American Science, 9(5), 12–21.
  11. Putri, N. F. E., Arsyad, A. W., Dwivayani, K. D., & Boerkandella, K. M. (2024). Analisis kualitas komunikasi interpersonal customer service dalam meningkatkan loyalitas nasabah Bank PT. BPD Kaltim Kaltara Kantor Cabang Utama Samarinda. Jurnal Indonesia: Manajemen Informatika dan Komunikasi, 5(2), 1695–1703. https://doi.org/10.35870/jimik.v5i2.743
  12. Park, D. (2020). A study on service quality evaluation model and priority of quality factors in customer center. Journal of the Korea Society of Computer and Information, 25(1), 159–165. https://doi.org/10.9708/JKSCI.2020.25.01.159
  13. Dzikiryantos, K., & Rochim, M. (2022). Pengaruh kualitas pelayanan customer service terhadap kepuasan pelanggan. Bandung Conference Series: Communication Management, 2. https://doi.org/10.29313/bcscm.v2i1.1803
  14. Johan, R. (2023). Loyalitas nasabah dilihat dari customer relationship management dan kualitas pelayanan. https://doi.org/10.31219/osf.io/fcnmb
  15. Kumar, C. P., & Prasanthi, G. S. (2023). Quality improvement in vehicle service process. Journal of Advanced Zoology. https://doi.org/10.53555/jaz.v45i1.3123
  16. Setyawan, A. (2022). Pegadaian digital service quality and its implication on customer satisfaction at PT Pegadaian (Persero) Pondok Labu branch. International Journal of Marketing & Human Resource Research, 3(4), 211–224. DOI:10.47747/ijmhrr.v3i4.804
  17. Taylor, R. (2024). Unveiling customers’ perceptions: A comprehensive analysis of service quality dimensions. The American Journal of Management and Economics Innovations, 6(4), 1–6. https://doi.org/10.37547/tajmei/volume06issue04-01
  18. Cakrawijaya, R., & Erdiansyah, R. (2024). Kepuasan pelanggan berbasis kualitas pelayanan dan komunikasi pemasaran. Kiwari. https://doi.org/10.24912/ki.v3i1.29416
  19. Monika, N., & Sayang Telagawathi, N. L. W. (2024). Pengaruh kualitas pelayanan dan kepuasan pelanggan terhadap loyalitas pelanggan pada jasa service motor Edie Arta Singaraja. https://doi.org/10.23887/bjm.v10i1.64687
  20. Nurfatmah, S., & Sigarlaki, F. F. (2024). Kualitas pelayanan terhadap loyalitas pelanggan yang dimediasi oleh kepuasan pelanggan Grab Bike di Kota Bandung. Journal of Management and Business (JOMB), 6(4), 1554–1564. https://doi.org/10.31539/jomb.v6i4.10254
  21. Kurniawan, A., Hidayatun, U. S., Tasrim, T., Jayanti, A., Septyarini, E., & Sudibyo, T. D. (2025). Enhancing customer loyalty: The role of service quality in customer satisfaction. Journal of Lifestyle and SDGs Review, 5(2), e04412. https://doi.org/10.47172/2965-730x.sdgsreview.v5.n02.pe04412

Tools


Copyright © 2025  KITE Digital Educational Solutions |  Exclusively distributed by CE-Logic