THE EFFECT OF SATISFACTION FROM AFTER-SALES SERVICES PROVIDED IN AUTHORIZED AUTOMOBILE SERVICES ON RECOMMENDATIONS TO OTHER CUSTOMERS

Authors : Onder KETHUDA, Suleyman AGRAS, Oznur KARAYEL

Pages : 691-696

Doi:10.17261/Pressacademia.2017.645

View : 20 | Download : 12

Publication Date : 2017-06-30

Article Type : Research Paper

Abstract :The purpose of this research is to identify the effects of satisfaction from after-sales services components in authorized automobile services on recommendation behaviors to other customers. The research is designed based on quantitative methods. The population of research consists of the customers who get services from authorized automobile services insert ignore into journalissuearticles values(HASMER); in Duzce. The data have been collected by questionnaire form. It has collaborated with authorized automobile service to discover the components of service and developing a scale for measuring those service components. The obtained data have been analyzed by using AMOS and SPSS. The results of this research show that the most effective factors affecting recommendations behaviors of costumers are satisfaction level from staff-customer interaction, maintenance service and not changing the initial price offered to customers. Based on the results, authorized automobile services are strongly recommended to identify the cost items clearly in the beginning of the maintenance process and not to increase it when the work is done. Furthermore, authorized automobile services are strongly advised to employ the staffs who are experienced in maintenance, and have good-humored and communicative personality. 
Keywords : Satisfaction, recommendation, after sales services, maintenance, authorized automobile service