Table 2.

FDM results
Happiness Drivers Fuzzy Weight Defuzzification Selected/ Rejected
Delivery Quality 0.70, 0.97, 1.00 0.89 Selected
Process Adherence 0.30, 0.64, 1.00 0.65 Selected
Warranty Benefits 0.30, 0.74, 1.00 0.68 Selected
Cost Effective Development 0.30, 0.70, 1.00 0.67 Selected
Workshop Facilities 0.30, 0.69, 1.00 0.66 Selected
Washing Quality 0.50, 0.92, 1.00 0.81 Selected
Reliability of Service 0.50, 0.91, 1.00 0.80 Selected
Proximity of Service Centre 0.30, 0.68, 1.00 0.66 Selected
Personalised Attention 0.30, 0.90, 1.00 0.73 Selected
Staff Behaviour 0.50, 0.88, 1.00 0.79 Selected
Time Taken in Servicing 0.50, 0.87, 1.00 0.79 Selected
Service Reminder Process 0.10, 0.65, 1.00 0.58 Rejected
Booking Process 0.10, 0.59, 1.00 0.56 Rejected
Pick Up and Drop Service 0.00, 0.59, 1.00 0.53 Rejected
Workshop Timing 0.00, 0.60, 1.00 0.53 Rejected
Post Service Follow-Up 0.30, 0.72, 1.00 0.67 Selected
Lead Time to Complaint Resolution 0.50, 0.94, 1.00 0.81 Selected
CRM Program 0.00, 0.40, 1.00 0.47 Rejected
Brand Image 0.00, 0.72, 1.00 0.57 Rejected
Friendliness 0.30, 0.71, 1.00 0.67 Selected
Approach Road to Workshop 0.10, 0.57, 1.00 0.56 Rejected
Parking Facility 0.00, 0.58, 1.00 0.53 Rejected
Customer Lounge 0.10, 0.72, 1.00 0.61 Selected
Parts Availability 0.30, 0.86, 1.00 0.72 Selected
Pollution Level 0.00, 0.56, 1.00 0.52 Rejected
Waste Disposal Process 0.00, 0.41, 1.00 0.47 Rejected
Responsiveness 0.30, 0.82, 1.00 0.71 Selected
Empathy 0.30, 0.72, 1.00 0.67 Selected
Communication 0.50, 0.88, 1.00 0.79 Selected
Market Focus 0.30, 0.75, 1.00 0.68 Selected
Housekeeping 0.30, 0.85, 1.00 0.72 Selected
Numbers of Free Services 0.30, 0.71, 1.00 0.67 Selected
Service and Parts Discounts 0.00, 0.68, 1.00 0.56 Rejected
High Cost of Repair 0.30, 0.87, 1.00 0.72 Selected
Service Interval 0.30, 0.73, 1.00 0.68 Selected
Transparent Billing 0.10, 0.85, 1.00 0.65 Selected
Cashless Claim Facility 0.50, 0.87, 1.00 0.79 Selected
Parts Life 0.50, 0.84, 1.00 0.78 Selected
Service Promotion 0.00, 0.57, 0.90 0.49 Rejected
Expectation Level 0.30, 0.72, 1.00 0.67 Selected
Supervisor Competency 0.50, 0.91, 1.00 0.80 Selected
Trained Staff 0.30, 0.82, 1.00 0.71 Selected
Culture 0.10, 0.60, 1.00 0.57 Rejected
Team Work 0.10, 0.73, 1.00 0.61 Selected
Customer Focus 0.50, 0.96, 1.00 0.82 Selected
Employee Empowerment 0.30, 0.78, 1.00 0.69 Selected
Leadership 0.10, 0.71, 1.00 0.60 Selected
Employee Involvement 0.10, 0.70, 1.00 0.60 Selected
S. No. Name of driver/factor Your Reponses
(Please rate on a scale
of
1 to 5)
Social factors
1. Personalized attention
2. Staff behaviour
3. Lead time to complaint resolution
4. Brand image
5. Quality service

6. Friendliness

7. Feedback
8. If you want to add any other factor/driver in this category,
please mention and scale it)
-------------------------------------------------------------------
Economic
1. Price promotion
2. Transparent billing
3. Discounts
4. Low prices
5. Refund facility
6. If you want to add any other factor/driver in this category,
please mention and scale it)

--------------------------------------------------------------------
Organization Governance and others
1. Trained staff
2. Teamwork
3. Customer focus
4. Customer involvement
5. Culture
6. Employee engagement
7 Leadership
8. Employee empowerment
9. Service personnel with good communication skills
10. Well-designed stores
11. If you want to add any other factor/driver in this category,
please mention and scale it)

--------------------------------------------------------------------
Environmental
1. Waste disposal process

2. Green products

1
 3. Parking facility
4. Responsiveness
5. Communication
6. Market focus
7. Empathy
8. According to your expertise, if you want to add any other
risk in this category, please mention and scale it)

--------------------------------------------------------------------
Technological
1. Delivery quality
2. Self-service technology
3. Warranty benefits
4. Cost effective development
5. Proximity of store
6. Multi-channel approach
7. According to your expertise, if you want to add any other
risk in this category, please mention and scale it)
--------------------------------------------------------------------