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• W2141776688 abstract "This study is about the discoveries on the factors affecting customer satisfaction in after-sales service. It helps to extend the understanding on the factors that may exist and its influence towards customers’ satisfaction, an important element in retaining a profitable business relationship with the customer. After-sales service which is a part of customer relationship management (CRM) helps to enhance a customer’s loyalty. To date, there have been very minimum studies that were conducted by taking into consideration the after-sales service in business organizations particularly the electronic industry in Malaysia. Therefore from the data presented in this study, it can be expected that the findings can benefit both industrial and academician by giving a new source of ideas and information. There are three research objectives of the study; 1. To investigate the effects of delivery on customer satisfaction, 2. To investigate the effects of installation on customer satisfaction and 3. To investigate the effects of warranty on customer satisfaction. Results indicated to confirm on the earlier literature that there was strong relationship between the dependent variables of customer satisfaction and three independent variables; delivery, installation, and warranty. It can be concluded that the delivery, installation and warranty aspects are important for business organizations to make their customers satisfied and delighted. The delighted customers in turn will remain loyal and always have a positive impression towards the company and its products. This is true because fast delivery is very crucial to the customers to meet their usage and production requirement. Installing a quality service and a fast response towards the warranty claim will give an indication of good quality and value product. Future research should focus on the similar study of factors affecting customer satisfaction in after-sales service in other prominent industries such as automotive, construction and other manufacturing as well as service sectors so that such constructible findings and conclusions can be generalized from study. Key words: After-Sales Service; Delivery; Installation; Warranty; Satisfaction Resume: Cette etude parle des decouvertes sur les facteurs qui influencent sur la satisfaction des clients dans le service apres-vente. Il contribue a elargir la comprehension sur les facteurs qui existent et leur influence sur la satisfaction des clients, un element important pour garder une relation commerciale profitable avec le client. Le service apres-vente fait partie de la gestion des relations clienteles (GRC) qui contribue a renforcer la fidelite de client. Jusqu’a nos jours, en Malaisie, on a fait tres peu d’etudes tout en prenant en consideration le service apres-vente dans les organisations commerciales, et en particulier l'industrie du commerce electronique. Par consequent, a partir des donnees presentees dans cette etude, on peut s'attendre a ce que les conclusions puissent profiter a la fois aux industriels et aux academiciens en leur donnant une nouvelle source d'idees et d'informations. Cette etude a trois objectifs de recherche: 1. Pour etudier les effets de la livraison sur la satisfaction du client, 2. Pour etudier les effets de l'installation sur la satisfaction du client et 3. Pour etudier les effets de la garantie sur la satisfaction dur client. Les resultats ont confirme qu'il y avait une relation etroite entre les variables dependantes de la satisfaction du client et les trois variables independantes: la livraison, l'installation et la garantie. On peut en conclure que la livraison, l'installation et la garantie sont importantes pour les organisations commerciales pour satisfaire leurs clients et les enchanter. En revanche, les clients satisfaits, a son tour, resteront fideles et auront toujours une impression positive envers l’entrepris et ses produits. C'est vrai parce qu’une livraison rapide est tres importante pour les clients, ce qui peut repondre a leur besoin de produit. La prestation d'un service de qualite et d’une reponse rapide peuvent donne aux clients une indication sur la bonne qualite et la valeur des produits. Les recherches ulterieures devraient se concentrer sur l'etude analogue des facteurs qui affectent la satisfaction du client dans le service apres-vente dans d'autres secteurs importants tels que l'automobile, la construction et d'autres industries de fabrication ainsi que dans des secteurs de service afin que de telles conclusions et des conclusions constructibles peuvent etre generalisees a partir de l'etude. Mots-cles: service apres-vente; livraison; installation; garantie; satisfaction" @default.
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• W2141776688 date "2010-01-03" @default.
• W2141776688 modified "2023-09-24" @default.
• W2141776688 title "Factors Affecting Customer Satisfaction in After-Sales Service of Malaysian Electronic Business Market" @default.
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• W2141776688 doi "https://doi.org/10.3968/j.css.1923669720090506.002" @default.
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