Impact Of After Sale Service Characteristics on Customer Satisfaction

Ali Choudhary · Rashid Mehmood Choudhry . · Zafarullha Siddique . · Asif Mughal .

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

Researcher examines the impact of after sale service characteristics on customer satisfaction in home appliance industry of Pakistan. To what extent does characteristics like delivery time, installation of product, warranty time of product, feedback implementations and quality of service provided satisfies customers? In this globalized market, organizations try to differentiate themselves, so they tend to provide value added services to its customers; according their needs and wants. After detail and extensive review of literature researcher found that after sale service is essential in retaining and satisfying customers. Due to limited time, quantitative study is not possible. Practically our study benefitted for the manager of the organization that are mostly related to home appliances, so that they can check the customers trend towards after sale services characteristics i.e. delivery, installation, warranty, service quality and feedback.

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References

1992Measuring Service Quality: A Reexamination and Extension 1984A Service Quality Model and its Marketing Implications 1972Principles of Marketing 2003Managing the transition from products to services 2008Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study 1992Measuring Customer Satisfaction: Fact and Artifact 1998Employee Satisfaction, Customer Loyalty, and Financial Performance 2001Supply chain complexity and delivery performance: an international exploratory study

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