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首页> 外文期刊>Journal of retailing and consumer services >Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty - A case study of home appliances business
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Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty - A case study of home appliances business

机译：建模和调查售后服务质量与客户满意度，保留率和忠诚度之间的关系-以家电业务为例

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摘要

After sales services (ASS) are activities that take place after the purchase of the product by customers and are devoted to supporting customers in the use and disposal of goods. ASS can create sustainable relationships with customers and contribute significantly to customer satisfaction. The purpose of this study is to evaluate the ASS quality by measuring the level of customer satisfaction (CS), customer retention (CR) and customer loyalty (CL) through the SERVQUAL dimensions comprising of ASS attributes and also to check which such ASS-based dimensions of SERVQUAL needs to be focused more on improving the quality of ASS with the consideration of firms involved in manufacturing the home appliances. For this purpose research models were proposed to examine the influence of ASS attributes on CS, CR and CL for three different products such as Gas Stove, Water Purifier and Mixer Grinder from the home appliances sector and tested by multiple regression analyses on data collected through the structured survey questionnaire, with a five-point Likert scale. The study has demonstrated the application of multiple regression analysis in studying the influence of ASS attributes on CS, CR and CL, and the results of the study have helped in analysing the performance of the case companies so as to devise suitable strategies in improving CS, CR and CL.
机译：售后服务（ASS）是客户购买产品后发生的活动，致力于支持客户使用和处置商品。 ASS可以与客户建立可持续的关系，并极大地提高客户满意度。这项研究的目的是通过通过包括ASS属性的SERVQUAL维度来衡量客户满意度（CS），客户保留率（CR）和客户忠诚度（CL）的水平来评估ASS质量，并检查哪种基于ASS的SERVQUAL的尺寸需要更多地关注于提高ASS的质量，同时要考虑到涉及家用电器制造公司的公司。为此，提出了研究模型，以检验ASS属性对三种不同产品（如来自燃气灶，煤气炉，净水器和混合磨床）的CS，CR和CL的影响，并通过对通过收集的数据进行的多元回归分析进行测试结构化调查问卷，采用李克特五点量表。该研究证明了多元回归分析在研究ASS属性对CS，CR和CL的影响中的应用，并且研究结果有助于分析案例公司的业绩，从而制定出改善CS的合适策略， CR和CL。

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