Recognizing the items of after sales services quality and Exploring the relationships among these items and customer satisfaction in Informatics Services Corporation

Divandari, Ali; Torkashvand, Golnaz

Recognizing the items of after sales services quality and Exploring the relationships among these items and customer satisfaction in Informatics Services Corporation

Authors

Abstract

The purpose of this research is to explore the relationship between after sales service quality and customer satisfaction in Informatics Services Corporation. Based on available literature review and guidance of professors and expert people, after sales service elements were identified, which are Contact, Responsiveness, personnel efficiency, system/product efficiency, system availability, customer satisfaction. To evaluate the relationship between these elements and customer satisfaction, Using quantitative research method including the design and distribution of a questionnaire, empirical data was collected on which statistical analysis has been performed.
The study results show that there is significant relationship between after sales service quality elements and customer satisfaction in Informatics Services Corporation. Finally suggestions for further research based on customer's views and the results of this research, are offered.

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