The Effect of After-Sales Service Dimensions on Customer Satisfaction and Loyalty in Case of Tagrow Business Plc
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Date
2021-06
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Addis Ababa University
Abstract
The aim of this study was to investigate the effect of after sale service dimensions provided by Tagrow business PLC on its customer satisfaction and loyalty. Data were collected using questionnaire from 384 questionnaire copies distributed 328 copies were completed and returned making a response percent of 88. The researcher use casual (explanatory) research method. The study considered four after sale service dimensions namely, Maintenance and Repair, Warranty, Spare parts supply and Delivery also customer satisfaction as independent variables and witnessed their impact on the response variable customer loyalty which is the dependent variable. Regression analysis coefficients and Kano model analyses were performed to measure the relationships among constructs with the help of SPSS. After thorough analysis of the collected data the present study showed that, after sale service dimensions and customer satisfaction have a significant positive relationship with customer loyalty
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Keywords
after-sales services, customer satisfaction, customer loyalty