| Summary: | 碩士 === 逢甲大學 === 國際經營管理碩士學位學程 === 104 === Every business faced the same challenge: how to survive in the competitive industry; ideally, not only survive but thrive. The key points of being successful in this situation are understanding and having a competitive advantage, the building and maintaining of the relationship with each customer, providing a good before and after sales service, maintaining customer satisfaction and perceived value. When a company can implement these key points, customer loyalty will follow. This customer loyalty will eventually lead to profitability for the company itself.
The purpose of this study is to explore the effect holding after sales service, perceived value and customer satisfaction have on customer repurchase intention, customer loyalty and word of mouth; focusing specifically on Hartono Electronics. Following Rigpoulou et al. (2008), dimensions used of after sales service are delivery, installation, and warranty. Research sample contains 375 respondents that have been experiencing to buy high involvement electronics product. The research findings show that perceived value, customer satisfaction, and customer loyalty are triggered by after sales service. This result encourages the company to provide and serve after sales service in a better way. Three dimensions of after sales service which contains delivery, installation and warranty are the important aspects for business and organizations to generate customer satisfaction and delightful. The happy customers will turn to remain royal and always have positive impressions towards the company and its product
Future research should developed to another dimension of after sales service, explore the new industries, classes and area to get the better picture of the impact of after sales service to customer loyalty in every industry
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