Abstract
In today’s ever changing competitive environment, business cannot survive unless they satisfy their customers. The delivery of after sales service by a
company is critical in satisfying customer needs and perceptions. In order to have quality after sales service a proper delivery system has to be in place. This is an
empirical study on after sales quality of Pakistan’s automotive battery manufacturer. The research measured the quality of service in Atlas Battery, selling product with the brand name of AGS by using the Servqual method. The data was collected using an instrument from previous study to study the impact of quality of after sales services on customer satisfaction. The main variables
effecting customer satisfaction are product quality and social responsibility. The results reveal that customer satisfaction increases with better service delivery.
company is critical in satisfying customer needs and perceptions. In order to have quality after sales service a proper delivery system has to be in place. This is an
empirical study on after sales quality of Pakistan’s automotive battery manufacturer. The research measured the quality of service in Atlas Battery, selling product with the brand name of AGS by using the Servqual method. The data was collected using an instrument from previous study to study the impact of quality of after sales services on customer satisfaction. The main variables
effecting customer satisfaction are product quality and social responsibility. The results reveal that customer satisfaction increases with better service delivery.
| Original language | English |
|---|---|
| Journal | Management and Marketing |
| Volume | 6 |
| Issue number | 4 |
| Pages (from-to) | 561 |
| Number of pages | 572 |
| Publication status | Published - 2011 |
| Externally published | Yes |
Keywords
- Sales service
- Customer expectation
- Human Capital
- Service delivery system
- Customer satisfaction