Reviewing Cust
Reviewing Customer Satisfaction of After Sales Services
Quality Case Study: Modiran Khodro Co. (MVM)
Sassan
Eisazadeh Nashli, Ali Shahsavarian, Fatemeh Karimi, Mostafa Maleki
Student of Business
Administration, Faculty of Marketing, Islamic Azad University of Firuzkuh, Iran
Abstract: Most
of companies nowadays are aware of effectiveness of after sales services on
customer loyalty & sales frequency. However, provided services are to meet
customer needs. Present paper has measured customer
satisfaction of after sales services provided for Modiran Khodro Co.; an
Iranian representative for MVM branded cars, using questionnaires and
through random sampling. Three measures for examining the quality of provided
services were perceived technical quality of services by customer, after sales
services personnel treatment with customers and costs of such services. The
results were indicating that customers are satisfied with all three measures,
though the satisfaction levels for all measures are not the same; such that
perceived technical quality of services by customer stands higher than costs
satisfaction and customer satisfaction of after sales personnel treatment is
higher than costs satisfaction.( Gray&Densten,1987)
[Sassan Eisazadeh Nashli, Ali Shahsavarian, Fatemeh
Karimi, Mostafa Maleki. Reviewing Customer Satisfaction of After Sales
Services Quality Case Study: Modiran Khodro Co. (MVM). Life Sci J2013;10(1):1293-1297]
(ISSN:1097-8135). http://www.lifesciencesite.com.
Keywords: After sales services, customer expectations, quality, Modiran Khodro Co., Tehran Province.
