Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business

A fuzzy logic-based model for analysis and evaluation of services in a manufacturing company

“…Fuzzy clustering and the association rule was applied by Ahn and Sohn (2009) to identify customer groups and the importance of after-sales services for them. Multiple regression analysis was used by Murali et al (2016b) in the analysis of the influence of after-sales services on customer satisfaction, customer retention and customer loyalty. Gaiardelli et al (2007) proposed an integrated framework based on indicators of customer satisfaction and metrics evaluation of several activities for the after-sales network performance measurement in automotive companies.…”

“…In recent years, it has become increasingly clear that companies that do not include good services in marketing their products cannot strengthen their competitive position on the markets. Companies that do not offer services and companies with poor services eventually lose even the most loyal customers (Ahn & Sohn, 2009;Brax, 2005;Murali et al, 2016b). Many authors (Ahmad & Butt, 2012;Alzola & Robaina, 2010;Godley, 2013;Kasper & Lemmink, 1989;Posselt & Gerstner, 2005) divide services into pre-sales services and after-sales services, but the best way to nail customer service is to think of the customers' experience before, during and after their purchase.…”

The Use of the Kano Model to Enhance Customer Satisfaction

“…Authors report that such an approach to viewing patients as customers and incorporating inputs from various groups and various stakeholders appear to help in the identification of a wide range of patient needs. In their study, Murali, Pugazhendhi & Muralidharan (2016) demonstrated the application of multiple regression analysis in studying the influence of after sales services attributes on customer satisfaction, customer loyalty and customer retention for three different products from the home appliances sector and based on the results, suitable strategies can be developed to improve customer satisfaction, customer loyalty and customer retention. The paper aims to help companies develop better understanding, as well as to highlight the importance of measuring customer satisfaction.…”

Structural equation modeling applied to assess industrial engineering students’ satisfaction according to ENADE 2011

“…Therefore, it is considered that the companies began to look more carefully to the after sales and to continue enhancing the customer even after purchasing the product or service. In order to keep the customer satisfaction level is an increasingly arduous task and demands specific expertise to deal with these issues across the local, regional and global dimensions (Murali et al, 2016).…”

“…It is observed that the evaluation in order to measure includes both the performance evaluation as the evaluation of satisfaction for a particular product or service (Murali et al, 2016). The research in question will include the service sector, specifically the field of education from private institutions of higher education.…”