After-sales Service Quality Research Articles

ENHANCING CUSTOMER SATISFACTION FOR WINTERHALTER DISHWASHERS

This study investigates the influence of product quality, after-sales service quality, and price perception on brand trust, mediated by customer satisfaction. Data was collected from 285 Winterhalter dishwasher customers using a purposive sampling method and a Likert scale questionnaire from December 2023 to February 2024. Employing Structural Equation Modeling (SEM) via SmartPLS, the analysis reveals that product quality, after-sales service quality, and price perception significantly impact customer satisfaction and brand trust, both directly and indirectly through customer satisfaction. High product quality enhances customer satisfaction and brand trust, while reliable after-sales service contributes positively to both. Competitive price perceptions that align with product value also boost satisfaction and trust. Managerially, businesses should prioritize continuous product innovation, robust after-sales services, and strategic price management to improve perceived value. These strategies are essential for achieving higher customer satisfaction and building strong brand trust, ultimately supporting sustainable growth and increased market share

After-sales service and brand reputation: a case of kitchen appliance industry

PurposeTo build long-term relationships and gain a competitive edge, marketers need to provide customers with unique and distinct experiences that they cannot find in other companies. According to the literature, after-sales service helps to achieve these goals. By modeling the linkages between after-sales service, service quality, customer attitude and purchase intention, this study aims to understand how customers perceive after-sales service in decision-making in kitchen appliance industry.Design/methodology/approachThrough purposive sampling, 324 respondents, primarily female, answered a structured questionnaire about their perception of after-sales service for kitchen appliance products. Previously well-established, validated scale measures from the extant literature were used. The responses were gathered using a seven-point Likert scale.FindingsAccording to the findings, after-sales service quality is vital in kitchen appliance buying decisions. Accordingly, the higher the quality of service perceived by the customer, the more favorable the brand's attitude and purchase intention will be. Additionally, brand reputation was found to be an essential moderator between customer attitude and purchase intention, suggesting that the reputation of the kitchen appliance brand plays a positive and significant role in consumers’ purchase intentions.Originality/valueIt is well known that after-sales service plays a crucial role in current business scenarios, but empirical research on kitchen appliances has been scarce. This study aims to fill a void in the existing literature by investigating the relationships between after-sales service, after-sales service quality, customer attitude and purchase intention in the domain of kitchen appliances.

Analysis of Li Auto's Marketing Strategy Based on Marketing Mix Theory

This paper analyzes Li Auto's marketing strategy through marketing mix theory, including links to its products and publicity concepts, a unique selection of additional electric vehicles, optimization of product quality and product series, an extensive direct sales network and major cities, the establishment of service centers in the region, etc. The paper suggests that Li Auto should strengthen advertising operations on the we-media platform and, at the same time, adhere to the combination of online and offline marketing methods, strengthen scientific and technological investigation and development, and continuously launch safer, more comfortable, and more convenient products according to the demands of users. In addition, the direct sales network should be expanded to improve the quality of after-sales service. The paper also makes an in-depth analysis of the market development trend of Li Auto and provides an important reference case for enterprise strategic choice. However, the paper has insufficient analysis of Li Auto's pricing strategy. In the future, Li Auto's price strategy will be discussed in more depth, including its pricing strategy, price adjustment strategy, and price matching with market demand, to evaluate its competitiveness and market performance more comprehensively.

Enhancing Duoduoaicai's Customer Experience through New Retail Strategies in Fresh Food - Take the Pick-Up Points Around Ningxia University as an Example

Community group purchase has received widespread attention. Pinduoduo-group purchases have achieved remarkable results. Through the IPA analysis to study the impact of different factors of service on consumer behavior, it can be clear that Duoduomaicai consumers are most concerned about the factors, and the platform needs to improve the level of service in the quality of fresh products freshness and after-sales service through the means of logistics, big data aspects. The study of this issue can provide information support for the field of new retail research about the area around Ningxia University.

Pengaruh Service Quality dan After Sales Service terhadap Customer Loyalty pada OPS Garage

The purpose of this study is to ascertain and elucidate the relationship between after-sale support and service quality and customer happiness at OPS Garage. Multiple linear regression was used for data analysis and questionnaires were used for data collecting in this quantitative study. According to the study's findings, OPS Garage customers are positively and significantly impacted by both loyal customers and high-quality services. Customer happiness is positively and significantly impacted by service quality. The two factors under investigation customer loyalty and service quality have a favorable and substantial impact on satisfaction levels at the same time.
 Keywords: After sales service, Service Quality, Consumer Loyalty.

Investigating Post-Purchase Behavior of Hero Motor Bikes Customers: A Study with Special Reference to K.M Motors, Changaramkulam

This research aims to conduct a comprehensive study on the post-purchase behavior of customers who have bought Hero Motor Bikes, with a specific focus on their experiences at K.M Motors in Changaramkulam. Understanding the factors that influence post-purchase behavior is critical for both the dealership and the manufacturer to enhance customer satisfaction, loyalty, and overall brand perception. Utilizing a mixed-methods research design, this study combines qualitative insights obtained through customer interviews, surveys, and service records analysis with quantitative data to comprehensively analyze the post-purchase behavior of Hero Motor Bikes customers at K.M Motors. The qualitative component seeks to uncover nuanced perspectives on customer experiences, satisfaction drivers, and areas for improvement, while the quantitative analysis focuses on measuring customer satisfaction levels and identifying patterns. The research will explore various aspects of post-purchase behavior, including customer perceptions of product performance, the quality of after-sales service provided by K.M Motors, and the overall dealership experience. It aims to assess the impact of factors such as timely service, communication, and customer support on brand loyalty and repeat purchases. Furthermore, the study will investigate the role of marketing communications, warranty programs, and customer engagement initiatives in influencing customers' perceptions after the purchase of Hero Motor Bikes. The findings from this research are expected to provide valuable insights for K.M Motors, Hero Motor Bikes, and other stakeholders in the automotive industry. By understanding the post-purchase behavior of customers, both the dealership and the manufacturer can refine strategies, improve service offerings, and contribute to the overall satisfaction and loyalty of Hero Motor Bikes customers in Changaramkulam. This study serves as a foundation for informed decision-making and future research within the realm of post-purchase behavior in the automotive sector.

Research on the Relationship between Second-hand Market and Consumers

In the era of consumption upgrading, people are faced with abundant materials, also produced by over consumption of idle goods. With the increasing scale of second-hand goods circulation places, second-hand market ushered in the new problems and opportunities. While using low price as a gimmick to attract users, it exposes various problems, such as poor after-sales service, false promotion and poor product quality. At present, the main problem in the development of second-hand markets is that users do not trust websites. How to take effective measures to strengthen consumers' trust in second-hand markets is an urgent problem to be solved at present. The trust relationship between seller and consumers is a problem for further study. With the remarkable growth of the network and the rapid development of social e-commerce, strengthening trust has become increasingly important, and the trust relationship has become increasingly fragile under the influence of multiple factors. Second-hand markets might be beneficial to attach importance to customer complaints, correctly handle disputes, ensure the security of transaction payment, optimize return and exchange services, and protect customer privacy. It can optimize group bargaining mode, make significant strides in the interaction, sharing and exchange between consumers and friends with amusing consumption experience.

Blind box economic marketing model analysis and prospect development strategy research: A case study of POP MART

Nowadays, China's blind box industry, as an emerging industry, is developing at a high speed. Blind box economy has greatly promoted China's economic development. Due to young people's strong curiosity and strong desire for shopping, the uncertainty and popularity of blind boxes, blind boxes are very attractive to contemporary young people. Therefore, based on simple data analysis, the author studies the marketing model of blind box economy, the problems existing in the blind box industry and the future development strategy of the blind box industry in this paper. This paper finds that the blind box economy is in the stage of rapid development, so there are a variety of problems, such as blind box bidding, poor quality of blind box, false publicity and after-sales service is not in place. To solve these problems, this paper puts forward some suggestions. First of all, the government should establish and improve the relevant laws of the blind box industry and strengthen supervision and law enforcement to protect the rights and interests of consumers. Secondly, businesses engaged in the blind box industry should operate in accordance with the law to ensure the production of good quality products and provide efficient after-sales service. Finally, consumers should learn and understand the blind box selling mechanism, rational consumption, and learn how to correctly safeguard their rights. The significance of this paper is to promote the healthy development of blind box economy and guide the blind box industry to become a more mature industry.

Maintenance 4.0: Automation of Aircraft Maintenance Operational Processes

The advancement of technology is ramping up the pace of digitization and automation of aircraft maintenance activities, and with that, the stakeholders’ interest in high-level technology has also increased over the past few years. Thus, to stay relevant in the market and capable of competing, Aircraft Maintenance and Overhaul (MRO) companies must reshape and adapt to newer methodologies to enhance and enrich the quality of aviation and after-sales services. Operational processes are essential to any successful business because it plays a vital role in the efficient and effective functioning of the organization and structure of the enterprise. Hence, this paper will focus on the possibilities of automation and data integration into the daily operational workflow, its contribution, and its influence on the industry. And since the initiation of Industry 4.0, newer opportunities and possibilities have arisen to investigate decision-making algorithms, their influence on overall job quality and precision as well as the synergy between humans and machines and their cooperation in the operational areas of the maintenance process.

The Association between After-sales Service Quality and Malaysian Car Owner’s Satisfaction

The Association between After-sales Service Quality and Malaysian Car Owner’s Satisfaction

Analyzing Healthcare and Wellness Products’ Quality Embedded in Online Customer Reviews: Assessment with a Hybrid Fuzzy LMAW and Fermatean Fuzzy WASPAS Method

With the high impetus in global digitization, online shopping (OS) is anticipated to increase further in the near future. Contrary to this anticipation, however, recent studies have emphasized a certain amount of drop in a considerable number of online purchasing transactions in 2022. One of the reasons might be customer dissatisfaction. To analyze online customer reviews, manual sentiment analysis was conducted to detect which quality criteria cause the dissatisfaction of online shoppers. The quality parameters are categorized into product, delivery service, and aftersales service quality (SQ). These main quality criteria are then divided into sub-factors. Eight health category products, including personal care products, wellness products, and household cleaners, were ranked to the importance of the sub-quality parameters using the multi-criteria decision-making (MCDM) method. In this study, a new hybrid MCDM method was also proposed, which combines the triangular fuzzy logarithm methodology of additive weights (F-LMAW) and the Fermatean fuzzy weighted aggregated sum product assessment method (FF-WASPAS). The study reveals that the most important criteria were products’ performance, as well as their side effects, pay-back, and change possibility, while the products’ reasonable price was the least important criterion. Aftersales service was more significant than delivery service. Furthermore, moisturizing creams and medical pillows were the most popular products bought in OS compared with hair conditioners and washing liquids. The study’s multifold contributions and managerial implications were elaborately discussed.

Warranty Cost Analysis for Multi-State Products Protected by Lemon Laws

The implementation of lemon laws in America has played an important role in improving the quality of after-sales service. Nowadays, many countries, such as China, Canada, Europe, Australia, Singapore, and South Korea, have adopted lemon laws in various industries to protect the interest of consumers. From the perspective of manufacturers, accurate estimation of the cost of the warranty service is of great importance in guiding product pricing, quality control, and design of warranty policies. According to the terms of different lemon laws, two warranty models considering the repair time and numbers for failures are proposed in this paper. Products under these models are multi-state, and Markov processes are used to model the degradation processes of products. In the first model, a product will be replaced by a new one if the time for a repair or the number of failures exceeds their respective thresholds over the warranty period. Under the second model, both catastrophic and minor failures are considered. A product will be replaced if one of the following three conditions is met over the warranty period: the time of one repair action (regardless of failure type) is longer than a time threshold; the number of minor failures is larger than a preset threshold; a catastrophic failure occurs. The expected warranty cost rates under the two proposed warranty models are derived under the assumption of renewable warranty terms. Numerical examples are given to illustrate the results obtained.

Supply chain network equilibrium considering coordination between after-sale service and product quality

In a highly integrated supply chain system, the trade-off between after-sale service and product quality becomes an important consideration in establishing and maintaining a sustainable supply chain partnership. To this end, we proposed an underlying decentralized supply chain network (DSCN) equilibrium model for service-quality coordination under capacity constraints and demand uncertainty. The proposed DSCN model is compared with centralized supply chain network (CSCN). Then, the buyback contract is introduced to coordinate the DSCN. After the implementation of supply chain network equilibrium (SCNE) in numerical examples, we obtain the equilibrium solution of the proposed model. The result shows that, compared with DSCN, CSCN does not always provide better service or product quality. Moreover, by introducing the buyback contract, the equilibrium profits of DSCN are improved, so that the Pareto improvement occurs. Our findings can provide useful analytical frameworks and implications for how to coordinate after-sale service, product quality, selling price, and product ordering decisions in the supply chain network simultaneously.

Measuring the Quality of Car Dealership Services from the Point of View of Customers by Applying to the Automotive Sector in the Kingdom of Saudi Arabia

The study aimed to measure the quality of car dealership services from the point of view of customers by applying to the automotive sector in the kingdom of Saudi Arabia to raise the level of car companies’ services and for agencies to achieve the customers’ desires, needs and satisfaction, improve the quality of services, and the possibility of reaching results in improving the quality of services through which recommendations can be proposed Contribute to increasing customer satisfaction. The research problem was the quality of service provided by car dealerships and not the product itself. Low service quality is a selling problem, not a brand problem. Service quality expectations for new car owners have been increasing, increasing pressure on car manufacturers as well as dealerships to provide high-quality products and services. After-sales services and repairs at car dealerships have received much criticism from customers compared to their other purchasing experiences. Customer dissatisfaction with the quality of after-sales services at car dealerships highlighted the importance of providing high-quality services to customers to improve their satisfaction and generate positive behavioral intentions. Since the main objective of the study was to measure the quality of car dealership services from the point of view of customers by applying to the automotive sector in the Kingdom of Saudi Arabia, our study targeted the clients of five of the largest car companies and agencies in the Eastern Province of Saudi Arabia. The design and distribution of the questionnaire designed for this study was distributed to a sample of clients. Due to the large size of the target community, it was also relied upon the method of distributing the questionnaire during the interview, as the use of this method makes the respondents' answers more credible, as well as helps the respondent in answering the various questionnaire axes upon request. The study reached several results, the most important of which are: There is a statistically significant relationship between the quality of the services provided with its dimensions (service tangibility, reliability, response, empathy, safety) and customer satisfaction within the car agencies under study.

Multi-service value chains collaboration for repairperson resources selection using a many-objective evolutionary algorithm with adaptive reference vectors

When facing with rising demand for repair services and technical problems, service stations with limited resources suffer a decline in service quality. However, high-quality service is essential for customer retention. The purpose of this paper is to solve the problem by sharing and allocating repairperson resources across multi-service value chains in order to improve the quality of after-sales repair services. Firstly, based on the multi-service value chain collaboration model in a third-party cloud platform environment, a repairperson resources selection model is proposed to balance the multi-service value chain repairperson resources, considering the interests of resource users, resource providers, and the third-party cloud platform simultaneously. Secondly, a many-objective evolutionary algorithm with adaptive reference vectors(EAARV) is designed to solve the resources selection model with an irregular Pareto front. Finally, a case study is conducted to compare the performance of EAARV with seven state-of-the-art evolutionary optimization algorithms for solving many-objective optimization problems and to validate its viability. The experimental results show that EAARV outperforms others in solving the repairperson resources selection problem, and the selection model considering multi-service value chains collaboration is proven to promote the utilization of service resources. The satisfaction rate of repairperson resources with multi-service value chains collaboration is significantly higher than the single-service value chain collaboration. Meanwhile, the parameters of EAARV are analyzed and an ablation experiment is conducted to further evaluate the influence of each component in EAARV on the performance.

Customer Satisfaction Towards After Sales Service with Special Reference to Hyundai Motors Service Centre in Pune

In the present study, researchers tied to find the level of customer satisfaction and the expectations of customers regarding the after-sales services of the Hyundai Motors Service Centre in Pune, city. The study requirement was that primary data be collected by using a questionnaire as a research tool, with five-point Likert scaled questions and multiple-choice rating questions. This data has been analyzed using an analysis tool. The study has helped to find important factors that influence customer satisfaction with the after-sales service of Hyundai cars. The research was thus performed to assess the level of customer satisfaction with the services provided at the service centres for Hyundai Motor owners in Pune city, wherein service centres were taken as a sample, which, according to the researchers, represented the population adequately. It was found that customers are highly satisfied with service quality of after-sales services and the level of customer satisfaction amongst the owners of Hyundai Motors.

Lean Maintenance 4.0: implementation for aviation industry

Nowadays, for staying competitive on the aviation market the aircraft manufacturers face the need to improve the quality of aviation after-sales services. For achieving this goal, it is needed to improve the aircraft maintenance organization through various methodologies, such Lean and Industry 4.0. In this paper it was suggested to integrate Lean and Industry 4.0 approaches for aircraft MRO processes and simulate its implementation in discrete-event simulation system AnyLogic. The simulation process methodology and aircraft maintenance process flow chart are proposed in this article. The results show that Lean Maintenance 4.0 methodology could be implemented for aviation industry and increase the efficiency of aircraft maintenance system organization. Moreover, the simulation methods could help to identify the bottlenecks in this process and make a right decision about new technologies, such as Lean and Industry 4.0, implementation.

The synergetic effect of after sales service, customer satisfaction, loyalty and repurchase intention on word of mouth

PurposeUnder a dynamic business environment that is seen today, organizations need to adopt the right blend of strategies to attract, retain and maintain customers. Extant marketing literature has shed light on some key roles that after-sale service and the larger customer support system could play in attaining the same. Specifically, this paper aims to attempt to model the linkages between after-sales service, service quality, customer satisfaction, customer loyalty and word of mouth (WOM).Design/methodology/approachA structured questionnaire was used to collect data from 280 two-wheeler owners, who had a recent experience of after sales service at their respective authorized service centers, through purposive sampling method.FindingsThe findings reveal that both customer loyalty and repurchase intention significantly and positively mediate the relationship between customer satisfaction and word of mouth. This indicates that satisfied customers are more likely to be loyal to the service firms and would spontaneously engage themselves with positive word of mouth.Originality/valueDespite the increasing importance of after-sales service, empirical researches on this subject have been quite limited. This study aims at filling the void in extant literature by examining the inter-relationships between after-sales service, service quality, customer satisfaction and WOM.

Kaizen method to optimize the quality of after-sales service in a chain of durable goods, city of Piura 2020

La investigación tuvo como objetivo diseñar el método Kaizen para optimizar la calidad del servicio postventa en una cadena de bienes durables, en la ciudad de Piura 2020. La metodología usada fue de tipo aplicada, con enfoque cuantitativo, usó método deductivo, fue un diseño no experimental y de nivel propositivo. La muestra fue de 57 clientes de una cadena de bienes durables en la ciudad de Piura, a quienes se les aplicó un cuestionario con escala de tipo Likert el cual fue validado mediante el juicio de expertos y cuya confiabilidad arrojó 0.784 en el coeficiente de Alfa de Cronbach. Los resultados obtenidos lograron diagnosticar, determinar e identificar los factores más relevantes para el análisis descriptivo de ambas variables del estudio realizado. Así mismo, fue sustentada la propuesta de la herramienta "Kokyaku" como una nueva herramienta de gestión para optimizar la calidad del servicio postventa. Las conclusiones más destacadas refieren el impacto directo de los elementos Kaizen sobre la calidad de servicio de postventa.

Research on the Balanced Relationship between Online Consumer Behavior and E-Commerce Service Quality Based on 5G Network

In order to better explore the consumer psychology activities of consumers and reduce the cost control risks of enterprises, this article aims to explore the relationship between online consumer behavior and e-commerce service quality and hopes to study e-commerce by dividing online consumer groups. This article uses 5G technology to track consumer consumption habits and consumption costs. First, according to the existing literature and qualitative interviews with online consumers, it is determined that the e-commerce service quality evaluation factors are the core service quality-related system reliability, efficiency, guarantee and completion, and the quality of after-sales service. Then, based on the data obtained from the questionnaire, SPSS statistical analysis software was used to analyze the reliability of the sample variables, thereby improving the quality of the sample data. We perform descriptive statistical analysis on these measurement items. Each attribute calculates the importance of each dimension. Through the analysis of experimental cases, it can be seen that the use of 5G technology can well match consumers’ consumption habits and message needs and can evaluate the quality of e-commerce services more accurately and scientifically.