The Impact of after Sales Service Quality on Customer Satisfaction in Glorious Sony Service Center
| dc.contributor.advisor | Negi, Rakshit (PhD) | |
| dc.contributor.author | Herpessa, Messay | |
| dc.date.accessioned | 2021-05-24T07:54:24Z | |
| dc.date.accessioned | 2023-11-04T14:10:21Z | |
| dc.date.available | 2021-05-24T07:54:24Z | |
| dc.date.available | 2023-11-04T14:10:21Z | |
| dc.date.issued | 2015-05 | |
| dc.description.abstract | The main objective of this study was to assess the effect of after sales service quality on customer satisfaction in the electronics industry. For this purpose quantitative approach was followed by using structure questionnaire to obtain data from 147 after sale service customers of SONY service center at Glorious Plc. All the study variables were placed on a 5-point Linkert scales and in order to measure the after sales service quality SERVQUL model was used. Regression analysis was carried to examine the influence of after sales service quality on customer satisfaction. Results indicated that only responsiveness dimensions of service quality (after sales) has a significant positive effect on customer satisfaction. The remaining dimensions of after sales service quality appeared to be insignificant determinants of customer satisfaction. In addition the overall computed customers’ satisfaction of Glorious Sony After sale service revealed a total of 31.3% customers as satisfied (including higher level of satisfaction) with 50.4% as dissatisfied with the service the received. The major reason for dissatisfaction is found (to be) to be long waiting time for repairing, which is caused by limited availability of spare parts in inventory. Therefore, management of the service center at Glorious PLC should ensure the proper availability of spare to get the service work done in a timely manner | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/26541 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | After sales service | en_US |
| dc.subject | Customer satisfaction | en_US |
| dc.subject | SERVQUAL | en_US |
| dc.title | The Impact of after Sales Service Quality on Customer Satisfaction in Glorious Sony Service Center | en_US |
| dc.type | Thesis | en_US |