The Effect of After Sales Service on Customer Satisfaction in Ethiopian Atm Vendor
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Date
2022-12
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Addis Ababa University
Abstract
satisfaction through adopting a descriptive and explanatory research design. Staffs from seven Commercial banks and working at head quarter within different departments were selected as
the population of this research. The sample size of this thesis project was therefore 290 staffs of the selected banks. The study used first hand data that has been gathered through structured and close ended questionnaires. Correlation analysis was performed to determine the degree of relationship between After sales dimensions namely: installation quality, delivery quality,
warranty quality, customer care, maintenance and availability of spare and customer satisfaction. Multiple regression analysis was also done to evaluate the effect of the above stated explaining variables on customer satisfaction. The study established that at 5% level of significance, there is a positive and significant interconnection between After sales dimensions and customer satisfaction. Furthermore, the study revealed that all the developed constructs have a significant impact on customer satisfaction in the studied area. Finally, the research found that maintenance and availability of spare parts is the highest significant factor that affects customer satisfaction followed by customer care, delivery quality, installation quality and warranty quality. Hence, Moti engineering should ensure the right availability of spare parts at the right time for the buyer’s needs without fail and should provide at most care for customers to boost customer satisfaction.
Keywords: Customer satisfaction, After sales service, installation quality, delivery quality, warranty quality, customer care, maintenance and availability of spare parts