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The Influence of After Sales Services Quality on the Repurchase and Word-of-Mouth Effect - Korean Home Appliance  

이인식 (청주대학교 경상대학 경영학부)
김화순 (청주대학교 경상대학 경영학부)
Publication Information
Journal of Korean Society for Quality Management / v.31, no.2, 2003 , pp. 1-16 More about this Journal
Abstract
The purpose of this research is to examine the influence of after sales service quality in the Korean home appliance. This study is assumed that after sales service quality is composed of prices of service and corporate image as well as technical quality and functional quality. Also, this study examined that how after sales service quality have influence on the repurchase and word-of-mouth effect, and the relationship between the repurchase and word-of-mouth effect was identified in this research. To perform the empirical study, 204 questionnaires from persons who experience taking after sales services with charge for their home appliance are gathered and analyzed. The results make contribution to the Korean home appliance manufacturing company to newly recognize about the factors of after sales services quality. Further empirical or theoretical study for finding the factors of after sales services quality can be recommended in the presence of competitive service industry.
Keywords
After Sales Service Quality; Repurchase; Word-of-Mouth Effect;
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