Title: The impact of perceived quality of after-sale services on post-purchase evaluation outcomes of passenger automobiles customers in Egypt

Authors: Heba Fouad; Wael Kortam

Addresses: Business Administration Department, Faculty of Commerce, Cairo University, Egypt ' Business Administration Department, Faculty of Commerce, Cairo University, Egypt

Abstract: The purpose of this research is to asses the impact of after-sale services on post purchase evaluation outcomes of customers. Three directions of outcomes had been focused on: positive outcomes, negative outcomes, and cognitive dissonance. A survey was conducted and structural equation modelling was used to test hypothesis. The results indicate that after-sale services had a triple effect on post purchase outcomes as they enhance positive outcomes (satisfaction, loyalty, and PWOM), decrease negative outcomes (regret and NWOM) adding to that its positive impact on reducing cognitive dissonance.

Keywords: after-sale services; automotive after-sales; post purchase outcomes; post purchase stage; perceived quality; customer satisfaction; customer loyalty; positive WOM; word of mouth; PWOM; negative WOM; word of mouth; NWOM; cognitive dissonance; regret; Egypt; passenger cars; car customers; automobile industry; structural equation modelling; SEM.

DOI: 10.1504/IJBEM.2017.083363

International Journal of Business and Emerging Markets, 2017 Vol.9 No.2, pp.148 - 173

Received: 14 Nov 2015
Accepted: 25 Jul 2016
Published online: 24 Mar 2017 *

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