Influence of After-Sales Service Quality Factors on Customer Satisfaction in Kathmandu Valley

Abstract

This study examines the influence of after-sales service quality factors on customer satisfaction in Kathmandu Valley. Customer satisfaction is the dependent variable. The selected independent variables are responsiveness, reliability, problem resolution, availability of service center and traceability. The primary source of data is used to assess the opinion of respondents regarding responsiveness, reliability, problem resolution, availability of service center, traceability and customer satisfaction. The study is based on primary data of 121 respondents. To achieve the purpose of the study, structured questionnaire is prepared. The correlation and multiple regression models are estimated to test the significance and importance of factors influencing after sales services of customer satisfaction in Kathmandu Valley. The study showed a positive impact of responsiveness on customer satisfaction. It indicates that the quality of reacting quickly and positively leads to increase in customer satisfaction. Similarly, the study showed a positive impact of reliability on customer satisfaction. It indicates that quality of being trustworthy or of performing consistently leads to increase in customer satisfaction. Likewise, the study showed a positive impact of problem resolution on customer satisfaction. It indicates that promptly resolute the problems lead to increase in customer satisfaction. Further, the study showed a positive impact of availability of service centers on customer satisfaction. It indicates that availability of service center leads to better customer satisfaction. In addition, the study showed a positive impact of traceability on customer satisfaction. It indicates that ability to trace all processes from procurement of raw materials to production leads to increase in customer satisfaction.