Effect Of After Sale Services Quality On Customer Loyalty The Case Of Tecno Mobile Ethiopia

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Addis Ababa University


The aim of this study was to investigate the effect of after sale service provide by Tecno mobile company on its customer loyalty. Data were collected using questionnaire from 384 questionnaire copies distributed 338 copies were completed and returned making a response percent of 88. The researcher use casual (explanatory) research method. The study considered five after sale service quality constructs such as, Tangibility, Reliability, Responsiveness, Assurance and Empathy as independent variables and witnessed their impact on the response variable customer loyalty which is the dependent variable. After thorough analysis of the collected data the present study showed that, after sale service quality constructs have a significant positive relationship with customer loyalty



after sale service Quality, SERVQUAL, customer loyalty