After-sales Service Quality Research Articles

Identify the After-Sales Service Quality Factors, Influence the Repurchase Intentions of Selected White Goods

The expansion of the white goods industry is directly related to the level of consumer contentment, the quality of after-sale care, and the likelihood of future product purchases. To ensure customer happiness, businesses must do things like promptly replacing broken components throughout the product's warranty term and providing straightforward instructions for obtaining assistance. It is crucial for companies selling consumables like home items, pet food, cosmetic basics, and baby supplies to encourage consumers to renew their supply on a regular basis. This is the type of purchasing behavior that may increase ROI and guarantee long-term success. White-goods repurchase intent was analyzed in this research. Because of this, the Kendall's W test is used to determine whether or not there is a statistically significant difference between groups that otherwise seem the same.

Marketing Service on Customer Satisfaction of Yamaha Motorcycles at PT Ramarayo Perdana Karawang

The rise of trade in this era makes the market tougher competition to make companies have to take appropriate steps and strategies in order to win competition with competitors in the market. This was also experienced by motorcycles, one of which was a Yamaha motorcycle which experienced a decline in sales in 2019 from month to month. Many factors affect it. In this study the variables used are product quality, after sales service, and customer satisfaction. This research uses a descriptive approach, and verification. Samples obtained were 383 respondents who were consumers of PT Ramarayo Perdana Karawang by using purposive sampling technique, data analysis used in this study was the validity test, reliability test, classic assumption test, and path analysis. The results of this study indicate the quality of products and after-sales services have a strong enough relationship, which is equal to 50.3%. then partially product quality has an effect of 39.3 then partially after sales service has an effect of 15.3% on customer satisfaction. Together the quality of products and after sales service has an effect of 50.3% which is the contribution of other variables not examined. Then it can be seen that product quality is more dominant in influencing customer satisfaction. PT Ramarayo Perdana Karawang is advised to pay more attention to Product Quality and After Sales Service for customer satisfaction.

A scenario-based optimization model for planning and redesigning the sale and after-sales services closed-loop supply chain

In today’s competitive world, the quality of after-sales services plays a significant role in customer satisfaction and customer retention. Some after-sales activities require spare parts and owing to the importance of customer satisfaction, the needed spare parts must be supplied until the end of the warranty period. In this study, a mixed-integer linear optimization model is presented to redesign and plan the sale and after-sales services supply chain that addresses the challenges of supplying spare parts after the production is stopped due to demand reduction. Three different options are considered for supplying spare parts, including production/procurement of extra parts while the product is being produced, remanufacturing, and procurement of parts just in time they are needed. Considering the challenges of supplying spare parts for after-sales services based on the product’s life cycle is one contribution of this paper. Also, this paper addresses the uncertainties associated with different parameters through Mulvey’s scenario-based optimization approach. Applicability of the model is investigated using a numerical example from the literature. The results indicate that the production/procurement of extra parts and remanufacturing are preferred to the third option. Moreover, remanufacturing is recommended when the remanufacturing cost is less than 23% of the production cost.

Impact of After-Sales Service on Customers� Retention of Mobile Telecommunications in Nigeria

The idea of after-sales services has been adopted globally to provide the consumers after the product or services rendered. The study explored the impact of after-sales services on customers� retention of mobile telecommunication in Nigeria. Survey research was adopted, and the aim of using this design is premised on the fact that the study relied on obtaining information from the field using a questionnaire. The population consist of all the subscribers of MTN, Globacom, Airtel and 9mobile. Four hundred seventy-two (472) subscribers of mobile networks were proportionally drawn from the NCC website. Subsequently, a simple random sampling technique was used to select the respondents from each of the mobile networks. Data collected were analysed using an application of simple percentage method in computer software packages (SPSS), and the regression analysis adopted by the testing of a reported hypothesis. The regression of [t-statistics] value of .01 and [2.63] demonstrates that the relationship between after-sale service and retention of customers is essential because the alpha level of 0.05 is higher than the p-value. Hence, the assumption is that growth in after-sales activities is a significant contributor to customer retention. Management should pay attention to the employee position to the quality of after-sales service, which results in future procurement and further recommendations.

Decision-making mechanism of online retailer based on additional online comments of consumers

With improving capability of providing online comments, more and more e-business firms have been developing their online platforms that enable consumers to offer their comments and user experiences. However, there might be conflicting information contained in initial and additional consumer comments, and that information have different value perceptions for potential consumers. Therefore, it is of great significance for online retailers to investigate subsequent rounds of comments and their relationship with potential consumers' purchasing decisions. Enriching the relevant literature, we develop an analytical model to analyze the impact of online retailers' after-sales service on their profits, leading to discussions of the decision-making mechanism of online retailers. The results show that product pricing is influenced by consumers’ perceived utility through after-sales service, and product-demand mismatch and after-sales service quality play important roles in the performance of the online retailer and the after-sales service expand the amount of positive additional comments, and earn the retailer more profits.

Research on Decision-making Method for Allocation of Product Maintenance Spare Parts

Under the current market situation, improving the efficiency and quality of after-sales service has become one of the effective means for improving the competitiveness of an enterprise. In this paper, the cost coefficient method is introduced into the research on decision-making method for allocation of product maintenance spare parts. By analyzing the factors influencing the transportation of maintenance spare parts, a model is established for the allocation cost coefficient of maintenance spare parts. The optimal transportation route of maintenance spare parts is calculated by using A-star algorithm. The optimal allocation scheme is obtained according to the table-manipulation method on linear programming. The feasibility of the model is verified by an example. The method is scientific, reasonable, simple and easy to learn. With strong generalization and operability, the method can effectively improve the allocation efficiency of maintenance spare parts and save the cost of after-sales service.

Exploring the applicability of SERVPERF model in Indian two-wheeler industry: a CFA approach

For over the years, after-sales service (ASS) has assumed its importance in an automotive industry. Although, an adequate number of scales and model sexist to measure ASS quality, yet extant literature provides evidences in support of two established and well known models/scales viz. SERVQUAL and SERVPERF. But, researchers have raised concerns related to its applicability in a multi-cultural business environment like India. Thus, this study attempts to examine the applicability of original SERVPERF model in Indian two-wheeler industry. Combinations of exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) techniques have been used to understand the item structure, dimensionality and psychometric properties of the scale. Results in this study fail to support the item structure of original SERVPERF model as proposed by Cronin and Taylor (1992). We strongly suppose that this variation is context specific and less generic as originally contended. These results suggest that relying service quality assessment on the original SERVPERF items can be misleading in Indian context. As such, context-specific 18-items are therefore needed to assist Indian automobile companies in their service quality improvement programs. If this fit is achieved, the general welfare of consumers' vis-à-vis service quality may be enhanced.

Low Cost Modern Equipments Availability for Competiting in Indian Automobile Sector

The satisfied customer is in itself an advertisement that is more effective for others than any other strategy of marketing. Service needs to be designed in such a way as to make it easier for customers to know that the showroom is one of India's leading mobile car outlets. It has been active in promoting automotive mobile products for the past 10 years, but in the recent past since 2008, automotive sales have been dismal due to dissatisfaction among large group of customers due to deteriorating after-sales service quality. Absolutely in excess of 10 surveys will take. Information were taken for the most part through essential information. Be that as it may, organization and item profiles were alluded as well. An organized camouflaged meeting calendar was intended to gather information source. The timetable strategy was selected since the technique would help to compact measure of data. The inquiries comprise of shut – finished and open – finished once. Open – finished inquiries were posed to get the thoughts and recommendations from the respondents. Additionally, other than those referenced in the survey were approached to be determined. Shut - finished addresses included dichotomous, various decision and positioning question. Rating scale was likewise included. The example size is 120 . The gathered information have been broke down with the assistance of measurable apparatuses like, Simple rate strategy.

After Sales Service Quality on Customer Satisfaction and Retention among Game Store Customer's in Kano State, Nigeria

This research examines the effect of after sales service quality (ASSQ) on customer satisfaction (CS) and customer retention (CR) among Game store customer’s in Kano State, Nigeria. The population was 870 Game store after-sales service (ASS) customers who received after-sales service (ASS) multiple times. Simple random technique was used that allow the researchers to assess their study's centered participants, and the main tools used for this study were questionnaires. The questionnaire was intended to a Likert scale of 10 points, with the assistance of 3 ASS technician and 3 foremen at Game Store Kano, the information were gathered from 255 ASS customers. The study's hypothesized model was tested using Structural Equation Modelling (SEM). The research outcomes show that ASSQ has a substantial and positive effect on CS and CR. The outcome also shows that CS has substantial and positive effect on CR. It is suggested that businesses or organizations should explore the most significant dimensions of ASSQ to match the preferences of their customer’s with that the organizations will pays a lot of attention to their esteem customer’s, and it will assist businesses achieve their mission and vision.

Research on Quality Evaluation System of Ultrasound Diagnostic Equipment Maintenance

In order to improve the quality of medical equipment after-sales service quality and improve the quality of medical equipment maintenance, this paper discusses the establishment of an evaluation index system to evaluate the quality of ultrasonic diagnostic equipment. From the three aspects of maintenance results, maintenance process and maintenance coverage, the quality of the post-maintenance quality of hospital ultrasound diagnostic equipment manufacturers is objectively evaluated.

Measurement and proposal of improving Marketing Process to improve the Quality of Aftersales Services with Fuzzy Quality Function Deployment and Data Mining Methods in OV Agency

OV Agency is a marketing, sales and service office under PL Assurance. The issues contained in the OV Agency include a lack of understanding of the client against the types and benefits of unit-linked insurance products taken, causing the client to stop paying the premium (expired) or closing policy (surrender), the problems caused by the agency lacking a detailed explanation lead to misunderstanding by the customer. The purpose of this study is to analyze customer satisfaction and service quality conditions, using Fuzzy-Quality Function Deployment to improve service quality, and use data mining to obtain useful indications based on data obtained from questionnaires and interviews. Questionnaires were made with the results of discussions with OV Agency which were then distributed to 100 customer samples. The results of the questionnaire answers are converted into fuzzy numbers which are then processed by the QFD method to determine the technical response to be performed first. The company uses an optimistic index with a value of 0.5 in carrying out technical responses. The three main priorities of technical responses to be undertaken under the prescribed Fuzzy QFD method are to increase the frequency and quality of training for agents, improve quality standards within the company, and update the methods and techniques used in the training. Data mining is calculating to determine the overall level of customer satisfaction. The satisfactory results of OV Agency customer satisfaction rate, it can be seen from satisfactory posterior probability has the greatest value of 0.0017.

Loyalitas Pelanggan : Dimensi Kualitas Layanan Jasa Pada AUTO 2000

After-sales services are based on consumer needs, desires and requests. By paying attention to the quality of services provided to consumers, it is expected that companies can provide value, satisfaction, and quality that is in accordance with what consumers want. Thus companies can create long-term relationships with consumers or create customer loyalty.The results of the study concluded that the quality of after-sales service has an effect on customer loyalty on the Soekarno Hatta Bandung Auto 2000 with a linear regression equation Y = -3,051 + 0,735 X which means that every increase in the quality of after-sales service value will increase customer loyalty by 0,736 units. The correlation coefficient (r) = 0.952 means that there is a very strong (positive) relationship between the quality of after-sales service and customer loyalty. The coefficient of determination (Kd) = 90.7% means that the quality of after-sales service affects customer loyalty by 90.7%. The value of tcount (16,482)> t table (2,048) states that H0 is rejected and Ha is accepted, meaning that the quality of after-sales service has an effect on customer loyalty.

Повышение качества послепродажного обслуживания – стратегическое направление развития отечественного вертолетостроения

Повышение качества послепродажного обслуживания – стратегическое направление развития отечественного вертолетостроения

Exploring the Applicability of SERVPERF Model in Indian Two-wheeler Industry: A CFA Approach

For over the years, after-sales service (ASS) has assumed its importance in an automotive industry. Although, an adequate number of scales and model sexist to measure ASS quality, yet extant literature provides evidences in support of two established and well known models/scales viz. SERVQUAL and SERVPERF. But, researchers have raised concerns related to its applicability in a multi-cultural business environment like India. Thus, this study attempts to examine the applicability of original SERVPERF model in Indian two-wheeler industry. Combinations of exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) techniques have been used to understand the item structure, dimensionality and psychometric properties of the scale. Results in this study fail to support the item structure of original SERVPERF model as proposed by Cronin and Taylor (1992). We strongly suppose that this variation is context specific and less generic as originally contended. These results suggest that relying service quality assessment on the original SERVPERF items can be misleading in Indian context. As such, context-specific 18-items are therefore needed to assist Indian automobile companies in their service quality improvement programs. If this fit is achieved, the general welfare of consumers' vis-a-vis service quality may be enhanced.

The Impact of After-sales Service Quality on Customer Satisfaction and Customer Loyalty of Middle-upper Class Landed Housings

Nowadays, good products are not sufficient. Market competition requires a good after-sales service. After-sales service quality has been identified as a source of revenue and competitive advantage. While other industry sectors have readily paid attention to after-sales service quality, little study has been done on the effectiveness of after-sales service quality in the field of real estate. This study aims to explore the relationship among after-sales service quality, customer satisfaction, and customer loyalty. Especially, we want to confirm the impact of after-sales service quality on customer satisfaction and customer loyalty of middle-upper class real estate in Surabaya. This research was conducted by survey on 170 respondents from four housing complexes in Surabaya, i.e. Pakuwon City, Citraland, Bukit Darmo Golf, and Graha Family. The data was examined by using structural equation modeling (SEM). Through data analysis we confirm the positive correlation between after-sales service quality and customer satisfaction, the positive correlation between customer satisfaction and customer loyalty, and the direct and indirect relationships between after-sales service quality and customer loyalty. The practical implication of this study provides assurance to real estate management on the effectiveness of after-sales service quality in maintaining old customers and encouraging new consumers.

Design of extended warranty service in a dual supply channel

Studies have shown that the extended warranty takes a significant role in promoting products sales and improving customer satisfaction on after-sales service quality of products. This paper aims to study how to design service strategies of extended warranty in a dual supply channel by taking into account customer channel preferences. Considering a supply chain with a single manufacturer and a retailer, we build three game-theoretic models to study the problem of optimal extended warranty design. In these models, the service of extended warranty could be provided by either the manufacturer or the retailer. The extended warranty provider decides the warranty service strategies in its best interests. Both the analytical methods and numerical experiments are used to compare the retail price, the profit of the supply chain and the customer-perceived service quality of the extended warranty (also called service utility). The results show that the product price tends to decline as the extended warranty length increase. Also, a supply chain will obtain a high profit no matter which party provides the extended warranty, but the corresponding service quality of customer perception is not necessarily maximised. In addition, if customers have higher preferences to the extended warranty provider’s sales channel, the provider should offer a higher perceived service quality of extended warranty.

Signaling effect of website usability on repurchase intention

After-sale service quality is a key to differentiating an online seller from numerous others and attracting returning customers. However, new customers cannot readily discern the quality of unfamiliar sellers. Sellers often try to reduce the information asymmetry and signal their quality by ensuring good website interface usability, considering that the website is the main point of contact with online shoppers. Most research on signaling has focused on its pre-purchase effects. Although researchers have argued that signaling could affect future purchase decisions, how signaling influences repurchase intention has not been detailed. This study proposes a model of the influence based on the signaling theory and expectation-confirmation model. The model posits that a signal influences an online shopper’s expectation and the expectation-confirmation subsequently determines repurchase intention. The model was tested with pre-purchase and post-purchase data collected in a two-stage survey and analyzed with structural equation modeling. Findings indicate that signaling goes beyond the pre-purchase stage of initial purchase to influence repurchase intention. This indicates that signaling has longer-term effect than that typically examined in signaling research and further research on the effect is needed. For practice, the findings indicate that online sellers need to send realistic signals to attract returning customers.

The Contribution of Dealers to Competitive Advantage of Manufacturers

Most automobile manufacturers use a network of franchised dealers to sell and service their products. These dealers perform the initial sales process as well as deliver after-sales services. Some arguments and studies suggest that the quality of the sales process and subsequent post-sales services can impact sales, repeat sales, and reputation. Other arguments and studies suggest that dealer services are a commodity and that their quality may only impact sales in the extremes. We expand from previous studies by considering both the dealer and their dealership network, consisting of other dealers in the area that compete for sales. We observed a total of 105,080 automobile sales in the US over 32 days. This yielded daily sales and consumer rating information for all dealerships and all new cars in inventory in five car classes. We find that dealer quality positively influences automobile brand sales. Brands with highly rated dealer networks also had higher market share. The results show that dealer service quality has a stronger effect in markets where the focal brand’s dealer network is sparse and the competing dealer networks are dense. Finally, we find that quality of after-sales service have a stronger effect on market share than that of the sales process.

The Influence of After-Sales Service Quality on Customer Satisfaction and Loyalty in Mobile Phone

This study aims to configure what dimensions make up for smart phone after service quality, and how this service quality affects customer satisfaction...

Approximate evaluation of average downtime under an integrated approach of opportunistic maintenance for multi-component systems

Since the quality of after-sales services is becoming more and more important for users of capital goods, the average downtime per year becomes one of the key performance indicators of the systems. For multi-component systems, the average downtime per year is not only determined by the maintenance policies of individual components, but also can be saved by the joint maintenance decisions. Considering this dependency of system downtime, we proposed a unified opportunistic maintenance policy for systems under a mix of different individual maintenance policies (i.e., age-based, condition-based, and failure-based policies). Components can employ different maintenance policies. We developed approximation methods to evaluate the average downtime per year and a heuristic solution procedure to determine the interval length for the scheduled downs, the control limits or the age limits of components. The numerical study shows the accuracy of the approximation methods. Heuristic solutions are also obtained to demonstrate the use of our model.