After-sales service quality satisfaction in Indian automobile industry

Yadav, Santosh Kumar; Joseph, Dennis

doi:10.1504/ijbis.2017.087107

Cited by 3 publications

(4 citation statements)

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“…Summary of the nine hypotheses is tabulated in Table 5. The first hypothesis, H1, of this study establishes the AS and ASS relationship (b = 0.245, SE =0.089, p < 0.006), similar to a study on motorcycle services (Nasir et al, 2021) and vehicles (Yadav and Joseph, 2017;Shokouhyar et al, 2020) where ASS influenced satisfaction, whereas ASS and ORI have been established (b = 0.291, SE = 0.070, p < 0.001) by H5. Relationship between satisfaction and customer loyalty has been established for online shopping (Chiu et al, 2012).…”

Section: Discussionsupporting

confidence: 82%

“…ASS helps in satisfying the customer through trust, credibility and a sense of security (Loomba, 1998). They have been categorized into delivery, price, policies and service activities (Tavakoli et al, 2016); warranty services, maintenance, repairs and user training (Morschett, 2006); responsiveness, assurance, empathy, tangibles and reliability (Murali et al, 2016a(Murali et al, , 2016bYadav and Joseph, 2017). For professional services, ASS would comprise providing information, delivery, service maintenance, accounting service and complaints management with the customer (Potluri and Hawariat, 2010) and categorized under supplementary services (Shokouhyar et al, 2020).…”

Section: After-sales Servicementioning

confidence: 99%

“…For professional services, ASS would comprise providing information, delivery, service maintenance, accounting service and complaints management with the customer (Potluri and Hawariat, 2010) and categorized under supplementary services (Shokouhyar et al, 2020). Studies show that ASS leads to customer loyalty (Shaharudin et al, 2009) and enhances customer satisfaction (Murali et al, 2016a(Murali et al, , 2016bYadav and Joseph, 2017).…”

Section: After-sales Servicementioning

confidence: 99%

“…Research has established that ASS builds satisfaction (Murali et al, 2016a(Murali et al, , 2016bYadav and Joseph, 2017). Corollary, ASSs would shape assortment satisfaction (AS).…”

Section: Introductionmentioning

confidence: 99%

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After-sales service shaping assortment satisfaction and online repatronage intention in the backdrop of social influence

Verma

2022

IJQSS

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Purpose This paper aims to analyze online repatronage intention (ORI) in the context of after-sales service (ASS) and assortment satisfaction (AS) for professional services. This study also aims to study the influence of ASS upon AS. Additionally, the role of social influence (SI) in influencing these two and other dependent variables is examined. Finally, the effect of moderation on these hypothesized relationships by four dichotomous variables is also investigated. Design/methodology/approach A structured questionnaire was used to collect data from 458 customers, who had a recent experience of ASS with their respective professional service providers, through purposive sampling method. Findings This empirical study establishes that ASS is an antecedent to AS and ORI. The finding of this empirical study also confirms that AS has a direct positive influence on ORI and customer loyalty. This implies that satisfied customers are more likely to repatronage the professional service and would be loyal to such professional service providers. The findings also reveal that all constructs are influenced by SI. Civil status, gender, city type (metro/non metro) and income status moderate a few of the hypothesized relationships, with city type having the maximum effect. Originality/value To the best of the author’s knowledge, this is the first study on online purchase of professional services which proves that ASS influences AS. Given the growth of online professional services, this study provides scholars and practitioners with suggestions and recommendations on how ASS and AS can be used to build ORI and a loyalty base. This study fills the void in extant literature by examining the interrelationships between ASS, assortment satisfaction, ORI and customer loyalty.

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Section: Discussionsupporting

confidence: 82%

Section: After-sales Servicementioning

confidence: 99%

Section: After-sales Servicementioning

confidence: 99%

“…Research has established that ASS builds satisfaction (Murali et al, 2016a(Murali et al, , 2016bYadav and Joseph, 2017). Corollary, ASSs would shape assortment satisfaction (AS).…”

Section: Introductionmentioning

confidence: 99%

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After-sales service shaping assortment satisfaction and online repatronage intention in the backdrop of social influence

Verma

2022

IJQSS

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A predictive analytics approach to improve the dealers-manufacturer relationship in the after-sales service network; case study in the automotive industry

Ebrahimi

Bakhshizadeh

Varasteh

2022

International Journal of Management Science and Engineering Man

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After-sales service and brand reputation: a case of kitchen appliance industry

Nasir,

Rajkumari,

Adil

2024

IJQSS

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Purpose To build long-term relationships and gain a competitive edge, marketers need to provide customers with unique and distinct experiences that they cannot find in other companies. According to the literature, after-sales service helps to achieve these goals. By modeling the linkages between after-sales service, service quality, customer attitude and purchase intention, this study aims to understand how customers perceive after-sales service in decision-making in kitchen appliance industry. Design/methodology/approach Through purposive sampling, 324 respondents, primarily female, answered a structured questionnaire about their perception of after-sales service for kitchen appliance products. Previously well-established, validated scale measures from the extant literature were used. The responses were gathered using a seven-point Likert scale. Findings According to the findings, after-sales service quality is vital in kitchen appliance buying decisions. Accordingly, the higher the quality of service perceived by the customer, the more favorable the brand's attitude and purchase intention will be. Additionally, brand reputation was found to be an essential moderator between customer attitude and purchase intention, suggesting that the reputation of the kitchen appliance brand plays a positive and significant role in consumers’ purchase intentions. Originality/value It is well known that after-sales service plays a crucial role in current business scenarios, but empirical research on kitchen appliances has been scarce. This study aims to fill a void in the existing literature by investigating the relationships between after-sales service, after-sales service quality, customer attitude and purchase intention in the domain of kitchen appliances.

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After-sales service quality satisfaction in Indian automobile industry

Cited by 3 publications

References 0 publications

After-sales service shaping assortment satisfaction and online repatronage intention in the backdrop of social influence

After-sales service shaping assortment satisfaction and online repatronage intention in the backdrop of social influence

A predictive analytics approach to improve the dealers-manufacturer relationship in the after-sales service network; case study in the automotive industry

After-sales service and brand reputation: a case of kitchen appliance industry

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