EFFECT OF AFTER-SALES SERVICES ON CUSTOMER SATISFACTION: THE CASE OF WANZA FURNISHING INDUSTRY P.L.C.

Abstract

The purpose of this research report is to investigate the effect of after-sales service on customer satisfaction in Wanza furnishings industry. It evaluates the impact of after sales service on customer satisfaction by taking installation, maintenance and repair, training and online support as research variables. The sample frame for the research was customers of Wanza furnishings industry. A total number of 44 customers including the general manager were surveyed using structured questionnaires and interview. A purposive sampling technique was used to select the sample from the sample frame.Additionally, explanatory research design was implemented to correlate the dependent and independent variables of the research concept. The data collected were analyzed using descriptive analysis, Pearson’s Correlation coefficient and multiple regression analysis. The findings of the study indicates thataftersales service stimulate interest in customers satisfaction These findings contribute to the literature relating to after sales service and have marketing implications for those who use after sales service components mainly and helpful for increasing customers satisfaction. Additionally, it gives insight for Wanza furnishing industry in order to increase customer’s satisfaction by effectively delivering after sales programs.