Perceived After Sales Service Quality: Communication within the Service Chain

Mwegerano, Andi Mawazo; Kankaaranta, Jarno; Hämeenoja, Ossi; Suominen, Arho

doi:10.1080/16843703.2012.11673301

Cited by 5 publications

(3 citation statements)

References 13 publications

(25 reference statements)

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“…After-sales services refer to services that are provided to the customer after the products or services have been delivered (Vitasek, 2005). The studies of Fazlzadeh, Bagherzadeh andMohamadi (2011), andMwegerano et al (2012) showed that after-sales service quality affects satisfaction and consumer behavioral intentions. Meanwhile, the study of Alexander et al (2002) found that General Motors Corporation made more profit with its $9 billion after-sales than with its direct $150billion car sales.…”

Section: Marketing MIX Strategymentioning

confidence: 99%

Determinants of Customer Satisfaction with Female Market Intermediaries

Odia¹,

Dakare²

2019

International Journal of Management, Economics and Social Sciences

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Marketing function is incomplete if macro marketing role of the marketing system is excluded. Similarly, the productive system would be meaningless if there are no middlemen to distribute the products. Given the critical role of market intermediaries in the delivery of value, this study aimed at investigating the influence of marketing mix strategies on customer satisfaction with the services of female market intermediaries (FMIs) in Benin City, Nigeria. It also examined the relationship between buyers' demographic factors and customer satisfaction. Using convenience sampling technique, a sample of 376 consumers who bought from FMIs in Benin City were selected for this study. Collected data were analyzed by using mean, t-test, ANOVA, and regression analysis. The results revealed that the product strategy adopted by the FMIs had the highest impact on customer satisfaction followed by promotion, distribution and price, except for relationship marketing and after sales that were found to be statistically insignificant in explaining customer satisfaction with FMI services. Further findings, however, showed that only education amongst other demographic factors significantly influenced consumer satisfaction. For FMIs to remain competitive in the 21 st century, they need to pay more attention to developing skills in product, pricing, promotion, and distribution strategies given their significance in achieving customer satisfaction.

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Section: Marketing MIX Strategymentioning

confidence: 99%

Determinants of Customer Satisfaction with Female Market Intermediaries

Odia¹,

Dakare²

2019

International Journal of Management, Economics and Social Sciences

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“…In the literature, the ASS have also been widely studied in a conceptual and empirical manner, and in various complex environments. For instance, Rolstadaas et al (2008) studied the ASS in relation to the manufacturing of the product components for spare parts, and derived business models and methodologies to optimise it; Cohen et al (2006) provided a roadmap in which there are guidelines for the organisational structure and strategies for the ASS to acquire competitive advantage; Kasper and Lemmink (1989) derived a methodology for service innovation through the comparison of the perceived quality of the ASS by customers and service managers; Mwegerano et al (2012) examines the processes and communication in a service chain of a technology industry; Lele (1997) devised a strategic framework to lower the cost of ASS for the customers. Based on the literature review and following these research studies on the ASS, the objective of this research is to present further propositions regarding the ASS, their processes and the purposes of their interactions with their environment.…”

Section: Ass Management: Propositions and Researchmentioning

confidence: 99%

After-Sales Services: Technology Management and Beyond

Taifi

2014

J. Info. Know. Mgmt.

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This paper presents the¯ndings of a long-term scienti¯c research about the role of the after-sales services as a major player in both the supply and value chain. Through an investigation in an epistemological and ontological manner about the innovation and business processes, the organisational infrastructures and collaborations, and the information and communication technologies, the results show in an automotive context that these types of services are indeed involved in both the new product development process and in the operations management. Besides, as a part of the service sector, the after-sales service, in this context and this research, provides signi¯cant contributions to change management, since it is now a full actor in technology management and beyond.

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“…Some research has been carried out on self-service quality in Nigeria, most of which are well documented in the literature of marketing. These studies include that of Mwegerano et al (2012); Oko and Onuoha (2013); Ladokun et al (2013) who used primary data obtained from targeted respondents to examine the relationship between ASSQ and CS. The remaining sections of this study is organized as: literature review, method and material, results and discussion, and finally conclusion and recommendations of the study.…”

Section: Introductionmentioning

confidence: 99%

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

Abdullahi

Shehu

Usman³

et al. 2019

171

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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.

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Perceived After Sales Service Quality: Communication within the Service Chain

Cited by 5 publications

References 13 publications

Determinants of Customer Satisfaction with Female Market Intermediaries

Determinants of Customer Satisfaction with Female Market Intermediaries

After-Sales Services: Technology Management and Beyond

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

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