The influence of aftersale service quality on trust, satisfaction and and loyalty of medical’s equipment business
Abstract
The objectives of this research were (1) To study the influence of the after sales
service quality which consisted of the dimensions of tangible, reliability, responsiveness,
assurance and empathy on customer trust; (2) To study the influence of the aftersales
service quality and customer trust on customer satisfaction; (3) To study the influence of
customer trust and satisfaction on customer loyalty and (4) To validate the causal
relationship model of the influence of aftersales service quality on trust, customer
satisfaction, and customer loyalty of medical’s equipment business with empirical data.
The variables in this investigation consisted of the following; aftersales service
quality which consisted of the dimensions of (1) tangible; (2) reliability; (3) responsiveness
;(4) assurance and (5) empathy as the independent variable; customer trust and
satisfaction as mediating variables and customer loyalty as dependent variable.
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