Service Turnaround and Financial Performance of Motorcycle Repair Centres in Lalitpur District

Abstract

This study examines the relationship between service turnaround time and financial performance in motorcycle repair centres in Lalitpur District, Nepal. Using a quantitative approach with cross-sectional correlational design, data were collected from 288 workshop owners and technicians through structured questionnaires. The findings reveal that five of seven hypotheses were supported, with workforce skill level emerging as the strongest predictor of profitability, followed by technology adoption, spare parts availability, service capacity, and process standardization. Contrary to expectations, service turnaround time and equipment quality showed no significant relationship with financial performance. The results suggest that customers in Nepal's market prioritize repair quality and cost-effectiveness over speed. The study recommends prioritizing technician training, adopting appropriate digital tools, and improving inventory management to enhance financial performance.