Figure 2.3.

Conceptual Model Situational Factors

Facility Exterior

Facility Interior

Physical Environment

Customer Loyalty

Other Tangibles Personal Factors According the conceptual framework, the independent variable (Physical environment) has been divided in to three dimension based on the previous literatures. Those are facility exterior, facility interior and other tangibles. It has been recognized two intervene variables such as situational factors and personal factors that may be influenced on customer loyalty towards auto mobile workshops other than physical environment.

Hypotheses
Based on the conceptualization of the study, the researcher were developed four hypotheses to assess the impact of physical surroundings on customer loyalty. All hypotheses have been developed with identifying relationship between variables of conceptual framework. H1 H2 H3 H4 Facility Exterior is positively correlated with the customer attraction and employee satisfaction. Facility interior has a direct impact on customer loyalty towards automobile work shops Other tangibles are more influential factors than Facility Exterior in selecting automobile work shops Facility interior is more significant than other elements to develop customer loyalty.

1. Impact of Facility Exterior on customer loyalty

Concept

Variable feeling automobile workshops created by external aspects. towards

Indicators

Measure Criteria Value of Likert scale ranking

Facility Exterior Level of positive 1. Exterior design

2. Signage 3. Parking facilities

Value of Likert scale ranking Value of Likert scale ranking

4. Landscape 5.Surrounding environment

Value of Likert scale ranking Value of Likert scale ranking

2. Impact of Facility Interior on customer loyalty Concept Facility Interior Variable 1. Degree pleasure in getting services experience due to interior facilities 2. Quality of equipment Value of Likert scale ranking 3. Spatial layout 4. Ventilation Value of Likert scale ranking Value of Likert scale ranking Indicators of 1 Interior design Measure Criteria Value of Likert scale ranking

5. Cleanliness 6. Automation 7.Vvisual merchandizing 3. Impact of other tangibles on customer loyalty Concept Other tangibles Variable Degree of Positive feeling created through other tangibles in auto mobile workshop 2.Quality of stationeries 3. Employee dress 4. Entertainment facilities Indicators 1. Transport facilities

Value of Likert scale ranking Value of Likert scale ranking Value of Likert scale ranking

Measure Criteria Value of Likert scale ranking.

Value of Likert scale ranking Value of Likert scale ranking Value of Likert scale ranking

Section A General details about the respondents behavior Please tick ( ) the appropriate box 1. The type of vehicle
Car Van Jeep Cab Other

2. Status of the Vehicle Brand New Reconditioned 3. Automobile workshop that you are getting service continually Magcity Toyota Lanka AMW United Motors, Formula Plus Others 4. Factors considered in getting service continually (Please rank) Price Speed of service Physical environment/ Convenience Reliability of the service Courtesy of staff Others 5. The number of vehicles
One Two - Three Four - Five More than five

Section B Please give your opinion relating to the Facility Exterior on the following statements.

Please tick the box which best express your perception on the given attribute

I prefer to get the services of automobile workshops which have good exterior design. Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree I like to get service continuously from particular automobile workshop due to attractive signage. Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree I usually consider whether workshop has sufficient Parking facilities Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree

9 I prefer to get the service from automobile workshop with good landscaping. Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree 10 I do look for the surrounding environment when I select particular automobile workshop. Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree

11 Interior design also influence in getting services from particular automobile workshop continuously Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree 12 I like to get services from particular automobile workshop continuously based on quality of equipment Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree 13 Spatial layout of the automobile workshop is the key thing I look for where I am getting services continuously. Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree 14 Usually I prefer to get services from particular automobile workshop continuously based on ventilations within the internal environment. Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree 15 Cleanliness of the automobile workshop is the key thing I look for where I am getting services continuously. Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree

16 Usually I prefer to get services from particular automobile workshop continuously based on automation of the services. Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree 17 Visual merchandizing of the automobile workshop is the key thing I look for where I am getting services continuously. Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree 18 Usually I prefer to get services from particular automobile workshop continuously based on providing transport facilities. Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree 19 Quality of stationeries of the automobile workshop is the key thing I look for where I am getting services continuously. Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree 20 Usually I prefer to get services from particular automobile workshop continuously based on the uniforms of employees. Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree

21 Entertainment facilities of the automobile workshop are the key thing I look for where I am getting services continuously. Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree 22 To what extent you consider physical aspect in general to get services from automobile workshop continuously. Strongly disagree Somewhat disagree Neither agree or disagree Somewhat agree Strongly agree Part C Personal details of the respondent 23. Residence : Urban Council Municipal Council Village council /pradeshiyasaba 24. Age level (years )
18-24 25-34 35-44 45-54 above 55

25. Gender Male Female 26. Profession Unemployed Non executive Executive

Self employed Managerial 27. State your educational qualifications Literate but no formal education Up to GCE O/L Up to GCE A/L Graduate Diploma, professional etc

Thank You