The Impact of after Sales Services on Customer Satisfaction: Special References to LG Electronics Products, Sri Lanka

17 Pages Posted: 6 Dec 2015

See all articles by V. Nivethika

V. Nivethika

University of Jaffna

Duwaraka Yoganathan

University of Jaffna

Date Written: December 7, 2015

Abstract

Customer plays an important role in every business. The main purpose of every business is to satisfy their existing customers and to attract new customers. Customer satisfaction is a basic one and it cannot be considered as a separate function in business. On the other hand After Sales service plays an important role in customer satisfaction and customer retention. It generates loyal customers. In that way After Sales service plays a pivotal role in strengthening the bond between the organization and its customers. Based on that, this study examined the research problem of whether After Sales services have an impact on the customer satisfaction in LG electronics products, Sri Lanka. This research was carried out with the objectives of evaluating the impact of After Sales services on customer satisfaction in LG electronics products, Sri Lanka. Furthermore, a conceptual model has been developed to link the After Sales services and customer satisfaction. Quantitative methodology has been applied and questionnaires were used to collect data.150 household customers have been selected from the service centers in Jaffna District on a non probability sampling method. Simple regressions have been used for the analysis. Findings revealed that there is a positive and significant impact of After Sales services on customer satisfaction in LG electronics products, Sri Lanka.

Keywords: After Sales service, Customer satisfaction, LG electronics products, Sri Lanka.

JEL Classification: M31, M39

Suggested Citation

Nivethika, V. and Yoganathan, Duwaraka, The Impact of after Sales Services on Customer Satisfaction: Special References to LG Electronics Products, Sri Lanka (December 7, 2015). 12th International Conference on Business Management (ICBM) 2015, Available at SSRN: https://ssrn.com/abstract=2699838 or http://dx.doi.org/10.2139/ssrn.2699838

V. Nivethika (Contact Author)

University of Jaffna ( email )

Thirunelvey
Jaffna, Northern 40000
Sri Lanka

Duwaraka Yoganathan

University of Jaffna ( email )

Thirunelvey
Jaffna, Northern 40000
Sri Lanka

Do you have a job opening that you would like to promote on SSRN?

Paper statistics

Downloads
1,410
Abstract Views
5,651
rank
17,444
PlumX Metrics