The Impact of After-Sale Services on Customers’ Satisfaction: An Empirical Study on Customers of Electrical Appliances for Carrefour Retail in Amman City–Jordan.
Abstract
Through aspects such as delivery, warranty, maintenance, exchange refund, installation, and operation, this study seeks to uncover the effects of after-sales services on customer satisfaction. To test the hypotheses and achieve our goal, a random sample was selected from Carrefour hypermarkets in Amman and given questionnaires. Of the original 430 customers surveyed, 22 forms were unable to be collected by the researcher. With a total number of (408) forms, (17) of them were deemed ineligible due to unanswered questions in the questionnaire. After scrutinizing (391) questionnaires with careful attention to details, the researcher opted to utilize the analytical descriptive method because it was found to be well-suited for the study’s standard. Utilizing the SPSS program, proper statistical tools were applied in the analysis of the data. The study ultimately reveals a statistical variable regarding customer satisfaction with after-sale services. A remarkable (91%) of the total forms were analyzed, yielding conclusive results. The variable that has the greatest impact on customer satisfaction, accounting for 69%, is installation and operation. Warranty, on the other hand, only accounts for 62% and has less influence on customer satisfaction. To improve customer satisfaction, the study suggests focusing on after-sales services in Carrefour markets, with a particular emphasis on the warranty variable, as it is the weakest, compared to other variables. Improving this variable will have a significant impact on customer satisfaction and positively impact the repurchasing of electrical appliances from Carrefour.
How to cite
Al-Shaikh, M. S., Saleh, M. M., Salahat, M. A., & Qazi, S. (2024). The Impact of After-Sale Services on Customers’ Satisfaction: An Empirical Study on Customers of Electrical Appliances for Carrefour Retail in Amman City–Jordan. In Business Analytical Capabilities and Artificial Intelligence-enabled Analytics: Applications and Challenges in the Digital Era, Volume 2 (pp. 123-133). Cham: Springer Nature Switzerland.
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https://link.springer.com/chapter/10.1007/978-3-031-57242-5_10