首页    期刊浏览 2025年07月11日 星期五
登录注册

文章基本信息

  • 标题:How after-sales service quality dimensions affect customer satisfaction
  • 本地全文:下载
  • 作者:Alireza Fazlzadeh ; Fatemeh Bagherzadeh ; Pegah Mohamadi
  • 期刊名称:African Journal of Business Management
  • 印刷版ISSN:1993-8233
  • 出版年度:2011
  • 卷号:5
  • 期号:17
  • 页码:7658-7664
  • DOI:10.5897/AJBM11.351
  • 语种:English
  • 出版社:Academic Journals
  • 摘要:An understanding of the effect of after-sales services in satisfaction and post behavioural intentions is important to services marketing managers because it allows them to differentiate their offering substantially, in a way that strengths the relationship with their clientele in the short, as well as in the long run. The purpose of this paper is to investigate the effect of after-sales services on customers’ satisfaction as well as on their behavioural intentions, namely “repurchase intention” and “word-of-mouth” (WOM). The research conducted followed a quantitative methodology. The selected research tool was a questionnaire. The study conducted was targeted at customers of a large retail chain marketing home appliances in Iran and 302 usable responses were utilised. A path analysis was performed using the “Amos 18” software. Findings show that after-sales service quality, affect satisfaction, which in turn affects behavioural intentions. Hence, after-sales services affect the overall offering and thus, the quality of the relationship with customers.
  • 关键词:Retailing; after-sales services; service quality; customer satisfaction; word-of-mouth; repurchase intention
国家哲学社会科学文献中心版权所有