Today market is a more customer oriented in the sense all the business operations revolve around satisfying the customer by meeting their needs through effective service
Today market is a more customer oriented in the sense all the business operations revolve around satisfying the customer by meeting their needs through effective service. After sales service plays an important role in customer satisfaction. After-sale service is important because it helps to ensure that customers are satisfied with their purchases and in case of any difficulty installing or setting up equipment, they can receive help (Kumar Mishram, 2014).
After-sales service is commonly acknowledged as a potential source of revenue, profit and competitive advantage in most manufacturing industries (Bundschuh & Dezvane, 2003; Gaiardelli, Saccani & Songini, 2007). As a term, “after-sales services” has been used the most, to describe services that are provided to the customer after the products have been delivered. The same services are sometimes called “field services”, when they are embodied in them aim characteristics that are located at a customer’s site. “After-sales support” as well as “technical support” or even just “services”, are terms also found in the literature. “After-sales services” are often referred to as “product support activities”, meaning all activities that support the product-centric transaction. They are also found in the literature as “customer support” elements, meaning all activities that ensure that a product is available to consumers “over its useful lifespan for trouble-free use” .Although a substantial body of literature exists regarding the topic of service quality, it seems that the subject remains open to additional contributions, since the topic of service quality apart from its theoretical and academic value, plays a notable role as a source of sustainable competitive advantage for the companies (Mohammadipour pamsari ; Minavandchal, 2013).