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

Abstract

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.

The Role of Sustainable Service Quality in Achieving Customer Loyalty in the Residential Housing Industry

“…Sustainability construction employs nine indicators [3], reliability use five indicators, assurance with four indicators, tangible exercise four indicators, empathy involve five indicators, and responsiveness determine four indicators derived [15]. The measurement of customer satisfaction adopting five indicators initiated by Fornell et al [81] and improved by Wahjudi et al [82] in the context of the residential housing industry. Lastly, customer loyalty was evaluated utilising six indicators from Wahjudi et al [82].…”

“…The measurement of customer satisfaction adopting five indicators initiated by Fornell et al [81] and improved by Wahjudi et al [82] in the context of the residential housing industry. Lastly, customer loyalty was evaluated utilising six indicators from Wahjudi et al [82]. Data were collected from the homeowners who build a house from housing developer which listed in Indonesia Stock Exchange.…”

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“…Customers tend to weigh the value of purchase with the after-sales services, which directly affect consumer satisfaction and indirectly affect customer loyalty [39][40][41][42]. Hence, after-sales services become a pivot point in customer relationship management [43].…”

Factors Affecting Customer Loyalty for Mobile Service Providers

“…Svarbu paminėti, kad lojalūs vartotojai yra vienas iš svarbiausių organizacijos konkurencinio pranašumo šaltinių (Toufaily et al, 2016), todėl išsiaiškinti, kaip padidinti lojalumą tam tikrame sektoriuje, tampa ypač aktualu. Wahjudi et al (2018) pastebi, kad patenkinti klientai yra labiau linkę rekomenduoti paslaugas, o Hassouna et al (2015) teigia, kad pritraukti naują vartotoją yra penkis kartus brangiau, nei išlaikyti esamą, todėl ši lojalumo pasekmė laikoma kiekvienos organizacijos siekiamybe. Paslaugų vartotojų lojalumo didinimo veiksnių nustatymas sudarytų sąlygas organizacijoms efektyviau spręsti vartotojų kaitos problemas ir priimti pagrįstus bei tinkamus lojalumo skatinimo sprendimus -priemones.…”