Browsing by Author "Workie, Zelalem"

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    The Effect Of After Sales Service On Customers Retention The Case Of Tecno Mobile In Addis Ababa, Ethiopia
    (Addis Ababa University, 2019-06) Workie, Zelalem; Kebede, Hailemariam (PhD)
    This research aims to study the effect of after-sales service on customer retention in case of Tecno Mobile, at Addis Ababa. The five independent variables namely; warranty, online support, provision of accessories, facility and equipment supply, maintenance and repair. The dependent variable was customer retention. Quantitative research method and non probability sampling technique (convenience) was applied. The results of the study revealed that the majorities of Tecno Mobile after sales service customers were moderately satisfied with the overall after sales service delivered by the company. But, online support and equipment supply seems somehow lacked great approval by customers since their response was lower than other variables even though the average score is met. The correlation result also proved that all five independent variables have strong and positive relationship with customer retention, dependent variable. The regression result also showed that the cumulative effect of independent variables on customer retention reached 62.4% .Normality test was also conducted and approved it the data were normally distributed.