After-sales service quality as an antecedent of customer satisfaction

Abstract: Nowadays, customer is believed to be the most precious asset for any organization and building a long term relationship between firms and customers plays essential role for the success of organizations. This paper presents an empirical investigation to study the relationship between after-sales service quality and customer satisfaction in a firm named Setareh Nik Aria Yadak whose primary responsibility is to provide after-sales services for public transportation. The study selects a sample of 252 out of 730 customers in 2015 who received their services from this firm. The survey designs a questionnaire in Likert scale, which consists of four items of quality, responsiveness, speed and cost of services. Cronbach alpha is calculated as 0.79, which validates the quality of the survey. Using Spearman correlation test, the study has detected a positive and meaningful relationships between four components of after-sales services and customer satisfaction.

How to cite this paper

 Shahrouzifard, S & Faraji, M. (2016). After-sales service quality as an antecedent of customer satisfaction.Accounting, 2(2), 81-84.

Refrences

Van Birgelen, M., de Ruyter, K., de Jong, A., & Wetzels, M. (2002). Customer evaluations of after-sales service contact modes: An empirical analysis of national culture's consequences. International Journal of Research in Marketing, 19(1), 43-64.
Bloemer, J. M., & Lemmink, J. G. (1992). The importance of customer satisfaction in explaining brand and dealer loyalty. Journal of Marketing Management, 8(4), 351-363.
Cohen, M. A., Cull, C., Lee, H. L., & Willen, D. (2000). Saturn's supply-chain innovation: High value in after-sales service. Sloan management review,41(4), 93-101.
Kurata, H., & Nam, S. H. (2010). After-sales service competition in a supply chain: Optimization of customer satisfaction level or profit or both?.International Journal of Production Economics, 127(1), 136-146.
Lele, M. M., & Sheth, J. N. (1987). The customer is key: gaining an unbeatable advantage through customer satisfaction (Vol. 15). John Wiley & Sons Inc.
McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000). An empirical investigation of customer satisfaction after service failure and recovery.Journal of service research, 3(2), 121-137.
Rigopoulou, I. D., Chaniotakis, I. E., Lymperopoulos, C., & Siomkos, G. I. (2008). After-sales service quality as an antecedent of customer satisfaction: The case of electronic appliances. Managing Service Quality: An International Journal, 18(5), 512-527.

Journals

AC Volumes

Keywords

Authors

Countries

Accounting

After-sales service quality as an antecedent of customer satisfaction Pages 81-84 Download PDF

Add Reviews