How after-sales service quality dimensions affect customer satisfaction

Fazlzadeh, Alireza; Bagherzadeh, Fatemeh; Mohamadi, Pegah

doi:10.5897/ajbm11.351

Cited by 19 publications

(13 citation statements)

References 21 publications

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“…The same result found in hypothesis 4 where P value was also lower than alpha 0.05 which means after-sales service had significant effect on customer loyalty, this supported by the result from previous research which also found that after-sales service had significant effect in improving customer loyalty (Alireza et al, 2011;Kurata & Nam, 2013). PT.…”

Section: After-sales Service On Customer Satisfaction and Customer Losupporting

confidence: 82%

“…In this study, the responses of respondents to the research questions given in this study were the highest response is related to the availability of service equipment to facilitate officers to solve problems that occur in products. Through this after-sales service, customers can feel that they are truly valued, because the service is not only provided when they make a purchase, but after the purchase, customers also receive good service, so they feel truly served (Alireza et al, 2011). Table 7 above showed hypothesis 5 was rejected because P value was higher than alpha 0.05, which means customer satisfaction had no effect on customer loyalty.…”

Section: After-sales Service On Customer Satisfaction and Customer Lomentioning

confidence: 99%

“…After-sales service is the delivery of products to customers upon a purchase, which is valid as long as the customers still have a service bond or an ongoing relationship such as services in the form of warranties, parts, maintenance and equipment (Adusei, 2019). Previous research showed that after-sales service had a positive and significant effect on customer loyalty (Alireza et al, 2011). Another research also showed that after-sales service also had a positive and significant effect on customer satisfaction (Kurata & Nam, 2013).…”

Section: Introductionmentioning

confidence: 99%

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Product Quality and After-Sales Service in Improving Customer Satisfaction and Loyalty

Purwati

Fitrio

Ben

et al. 2020

JECO

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In this globalization era, companies are always required to show excellent performance and be able to adapt in changes and current business competitiveness. The aim of this research was to analyzed the effect of product quality and after-sales service on customer satisfaction and loyalty in one of distributor companies in Pekanbaru Riau namely PT Oscarmas Pekanbaru. The sampling technique used in this study was probability sampling with the total of 82 customers as respondents. Data analysis technique was Structural Equation Model (SEM) using Smart PLS. The results of this research showed that the product quality had no significant effect on customer satisfaction but had significant effect on customer loyalty, after-sales services had significant effect on both customer satisfaction and customer loyalty and satisfaction had no effect on customer loyalty. Thus, study proved that between product quality and after-sales service had no indirect effect on customer loyalty through satisfaction.Keywords: product quality, after-sales service, customer satisfaction, customer loyalty Kualitas Produk dan Layanan Purna Jual dalam Meningkatkan Kepuasan dan Loyalitas PelangganAbstrak: Di era globalisasi ini, perusahaan selalu dituntut untuk menunjukkan kinerja yang sangat baik dan mampu beradaptasi dalam perubahan dan daya saing bisnis saat ini. Tujuan dari penelitian ini adalah untuk menganalisis dampak kualitas produk dan layanan purna jual terhadap kepuasan dan loyalitas pelanggan di salah satu perusahaan distributor di Pekanbaru Riau yaitu PT Oscarmas Pekanbaru. Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah probability sampling dengan total 82 pelanggan sebagai responden. Teknik analisis data adalah Structural Equation Model (SEM) menggunakan Smart PLS. Hasil penelitian ini menunjukkan bahwa kualitas produk tidak memiliki pengaruh signifikan terhadap kepuasan pelanggan tetapi memiliki pengaruh signifikan terhadap loyalitas pelanggan, setelah layanan penjualan memiliki pengaruh signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan dan kepuasan tidak berpengaruh pada loyalitas pelanggan. Dengan demikian penelitian membuktikan bahwa antara kualitas produk dan layanan purna jual tidak memiliki efek tidak langsung pada loyalitas pelanggan melalui kepuasan.Kata kunci: kualitas produk, layanan purna jual, kepuasan pelanggan, loyalitas pelanggan

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Section: After-sales Service On Customer Satisfaction and Customer Losupporting

confidence: 82%

Section: After-sales Service On Customer Satisfaction and Customer Lomentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Product Quality and After-Sales Service in Improving Customer Satisfaction and Loyalty

Purwati

Fitrio

Ben

et al. 2020

JECO

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“…Furthermore, it was indicated that the perceived quality of the product/service is caused by the expectation of customers or clients using the service. Quality is therefore concerned with product longevity and strength, as well as consumer satisfaction in the after-sales service process and through advertisement through word-of-mouth (Alireza, Fatemeh, & Pegah, 2011). This is consistent with research from the OECD (2006) in which quality was defined as the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.…”

Section: Service Quality (Servqual)supporting

confidence: 65%

Thai home improvement retailer customer loyalty: A SEM analysis

Suebsaiaun

Pimolsathean

2018

Journal of International Studies

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The contest between 'bricks versus clicks', with the disruptive effect of ecommerce on traditional retail formats, is starting to be felt in Thailand. Specifically, home improvement retailers are therefore having to adapt, by creating unique online shopping experiences, which is enhanced by sophisticated electronic customer relationship management (eCRM) systems designed to capture and retain a digitally savvy Thai consumer. Seeing the critical nature if the eCRM process, the researchers undertook an analysis of the opinions of 465 consumers who shopped at one of the five top Thai home improvement retailer stores. Using LISREL 9.10 software to examine the nine hypotheses structural equation model (SEM), it was determined that all the causal factors in the model have a positive influence on customer loyalty, which can be explained by 73% of the variance in Thai home improvement retailer customer loyalty (R 2). The causal variables influencing customer loyalty ranked from highest to lowest, were SERVQUAL, customer satisfaction, corporate social responsibility, and eCRM, with a total value of the influence at 0.57, 0.38, 0.29 and 0.29, respectively. Additionally, the study revealed that extreme caution was needed when social media platforms are used in marketing, as overwhelming consumers with poorly targeted, 'spray and pray' style marketing campaigns can generate disenfranchised consumers who unsubscribe from the marketer's channel.

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“…However, marketing scholars have not yet agreed upon a generally accepted definition of satisfaction. The term, "after-sales services" is used, to describe services that are provided to the customer after the products have been delivered [1]. The same services are sometimes being also called "field services", when they are embodied in the main characteristics that are located at a customer's site [2].…”

Section: Introductionmentioning

confidence: 99%

Impact of Products, Promotion and after Sale Services on Satisfaction of PTCL's (Pakistan Telecommunication Company Ltd.) Customers

Ahmad¹

2018

Review Pub Administration Manag

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How after-sales service quality dimensions affect customer satisfaction

Abstract: School of management, Master of international Marketing management, Islamic azad university-tabriz, Iran.

Cited by 19 publications

References 21 publications

Product Quality and After-Sales Service in Improving Customer Satisfaction and Loyalty

Product Quality and After-Sales Service in Improving Customer Satisfaction and Loyalty

Thai home improvement retailer customer loyalty: A SEM analysis

Impact of Products, Promotion and after Sale Services on Satisfaction of PTCL's (Pakistan Telecommunication Company Ltd.) Customers

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