Assessment of service quality has been widely utilized in after-sales service, especially in the automotive industry. The purpose of the study was to determine factors affecting customer satisfaction in an automotive after-sales service at Toyota Dasmarinas-Cavite Philippines by utilizing the SERVQUAL approach. Several SERVQUAL dimensions such as tangibles, reliability, responsiveness, assurance, and empathy were analyzed simultaneously to the customer satisfaction. Structural equation modeling (SEM) indicated that among the five SERVQUAL dimensions, reliability and empathy were found to have significant relationships to the satisfaction of customers at Toyota Dasmarinas-Cavite Philippines. Interestingly, tangibles, responsiveness, and assurance were found to have no significant relationships to satisfaction. The servicing dealer must deliver a high quality of service to meet customer expectations and achieve high customer satisfaction, which subsequently builds customer trust towards the company. With these, customer retention and loyalty can be attained by the company that can also increase the company’s profit and competitive advantage.

Existence of hybrid electric vehicles nowadays is one of the emerging technologies worldwide. Different countries are using this technology on their transportation, and nowadays, a lot of other countries are gradually adapting on using this kind of innovation in their transport system. Philippines is among these countries which aims to have a sustainable mobility by embracing the use of hybrid - electric vehicles but still lots of consumers are lacking awareness on this technology. Lack of information on the social, environmental, and economic potential benefits are among the main issues of Philippines consumers that really affect its uptake. The goal of this study was to evaluate the consumer’s perception and purchase intention on the transition of hybrid - electric vehicles for sustainable mobility and transportation here in the Philippines. It aimed to assess consumer awareness with hybrid - electric vehicles and its potential benefits to human beings in terms of social, environmental, and economic aspects. The study also gauged the impact of this perception on consumer’s purchase intention on hybrid - electric vehicles. These objectives were attained using the Descriptive Statistics and Correlation Analysis. Using these methods, the results revealed that majority of the consumers believed on the positive benefits of transitioning to hybrid - electric vehicles in terms of social, environmental, and economic aspects. This study also showed that these benefits have high impact on the consumer’s intention of buying or having a hybrid – electric vehicle. Electric vehicle is one of the most effective measure of decarbonizing the transport system. Furthermore, government and automotive businesses must strengthen their drive in spreading awareness of hybrid – electric vehicle’s benefits to consumers to further support country’s effort for development.