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.
Highlights
Customer satisfaction is considered very important a day, it shows how firms are committed to provide quality product or services to their customers that eventually increase customer loyalty
Warranty assurance is highly valuable for customer satisfaction as well as for organizations profitability (Murthy, 2004).In sale services, after sale delivery and Installation is very important for customer satisfaction (Irini R., 2008)
Objective to conduct this research study is to find out what are the factors or characteristics that might influence customer satisfaction during the services provided after the sale to the customer and to what extent characteristics like delivery, feedback, installation, service quality and warranty mostly likely to affect customer satisfaction
Summary
Customer satisfaction is considered very important a day, it shows how firms are committed to provide quality product or services to their customers that eventually increase customer loyalty. Warranty assurance is highly valuable for customer satisfaction as well as for organizations profitability (Murthy, 2004).In sale services, after sale delivery and Installation is very important for customer satisfaction (Irini R., 2008). Services given to consumer after sale are more valuable to satisfy customer needs, after sale service is very important for organization to retain customers for a long time and generate high profitable relationship with organization. Our study will benefit the managers of organization related to home appliance industry; they can check customer trend towards delivery, installation, warranty, service quality and feedback. They can see what mostly influence customer satisfaction and what should be properly valued. Objective to conduct this research study is to find out what are the factors or characteristics that might influence customer satisfaction during the services provided after the sale to the customer and to what extent characteristics like delivery, feedback, installation, service quality and warranty mostly likely to affect customer satisfaction
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