Prioritisation of quality dimensions of after-sales technical services

Başaran, Bülent; Battal, Aslı

doi:10.1504/ijpqm.2017.083776

Cited by 3 publications

(3 citation statements)

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“…leadership, higher management commitment, process management and training (Manatos et al, 2017). These dimensions had the propensity to determine quality management as it is a reflective construct (Basaran & Battal, 2017).…”

Section: Quality Managementmentioning

confidence: 99%

“…Moreover, providing soothing work environment elevates commitment levels of the employees as well. The entire operations of the organization are based on the working and commitment levels of employees (Basaran & Battal, 2017). Providing employees' affirmative atmosphere of working where they would be able to execute their job roles appropriately is necessary (Khan & Malik, 2017).…”

Section: Quality Managementmentioning

confidence: 99%

“…In this study, organizational performance characteristics; customer satisfaction, business performance, enterprise resource planning and quality of goods and services are not taken undermine (Basaran & Battal, 2017). One of the Balanced Scorecard approach dimensions, customer focus has been measured (Khwaja et al, 2018).…”

Section: Introductionmentioning

confidence: 99%

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The Impacts of Quality Management on Customer Focus in the Beverages Industry

Khwaja¹,

Mahmood²,

Jusoh³

2020

PES

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The role of quality management in the organizational spheres cannot be sidelined as it streamlines functional protocols of the firm. Multinational corporations specifically ensure eradication of shortcomings in terms of product quality and service. Specifically, multinational beverages companies in the Pakistani market are continuously striving to optimize quality bar for attaining competitive edge. The respective study focuses on the four contemporary quality management practices, and determines its effects on the customer focusa sphere of Balanced Scorecard Approach. Organizational support has been also configured in this regard as it has the propensity to engage internal and external employees. The data of two hundred and sixty-two respondents was analyzed using Structural Equational Modelling (SEM) on SmartPLS. The focus remained to examine sequential path analysis of the proposed framework. The outcomes affirmed causality among the constructs.

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Section: Quality Managementmentioning

confidence: 99%

Section: Quality Managementmentioning

confidence: 99%

See 1 more Smart Citation

The Impacts of Quality Management on Customer Focus in the Beverages Industry

Khwaja¹,

Mahmood²,

Jusoh³

2020

PES

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

Desa

Adil

Dhamija

2021

IJQSS

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Purpose Under 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/approach A 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. Findings The 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/value Despite 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.

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Zur Relevanz des After-Sales in klein- und mittelständischen Medizintechnik-Unternehmen

Knapp¹

2020

ZfKE - Zeitschrift für KMU und Entrepreneurship

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Zusammenfassung After-Sales-Services werden in der wirtschaftswissenschaftlichen Forschung intensiv reflektiert. Diese Services können der Kundenbindung dienen und offenbar substanzielle, über den Produktkauf hinausreichende Umsatz- und Rentabilitäts-Potenziale für Unternehmen bieten. Vorliegend wurden die Umsetzung und potenzielle Erfolgswirksamkeit des After-Sales im Bereich Medizintechnik empirisch untersucht. Die Untersuchungsgruppe bestand aus 327 deutschen Medizintechnik-Unternehmen, die einen eigenständig entwickelten Fragebogen zu Aspekten des After-Sales bearbeitet hatten. Es zeigte sich, dass After-Sales-Services bei diesen Unternehmen reges Interesse finden und die attribuierte wirtschaftliche Relevanz von After-Sales-Maßnahmen hoch ist. Ermittelt wurden zudem prinzipiell positive Beziehungen zwischen der strategisch-operativen Wertschätzung von After-Sales-Services und der Gewinndynamik der Medizintechnik-Unternehmen. Die letztgenannten Ergebnisse, die sich auch multivariat absichern ließen, weisen sowohl praktische als auch theoretische Implikationen auf. Abstract After-sales services have been investigated thoroughly in economic research. These services can play an important role for customer retention. Beyond the purchase, after-sales-services may have a substantial potential for further revenues and the company profitability. In the present empirical study, forms, effectiveness and potentials for success of after-sales services in the medical technology industry (medtech) were analyzed. The sample included 327 small and medium-sized medtech companies in Germany. These companies were required to complete an independently developed questionnaire with a focus on different after-sales aspects. As to the empirical data, the responding companies regarded after-sales services as being of high importance. The attributed strategic relevance of the services proved to be strong. Furthermore, positive relations between the companies’ appreciation of after-sales services and the profit dynamism of the companies were found. The latter results, which could be validated by multivariate methods, have both theoretical and practical implications.

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Prioritisation of quality dimensions of after-sales technical services

Cited by 3 publications

References 0 publications

The Impacts of Quality Management on Customer Focus in the Beverages Industry

The Impacts of Quality Management on Customer Focus in the Beverages Industry

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

Zur Relevanz des After-Sales in klein- und mittelständischen Medizintechnik-Unternehmen

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