Assessing after-sales services quality: integrated SERVQUAL and fuzzy Kano's model
by Seyedehfatemeh Golrizgashti; Amir Razavi Hejaz; Kimia Farshianabbasi
International Journal of Services, Economics and Management (IJSEM), Vol. 11, No. 2, 2020

Abstract: This study proposes an integrated approach to evaluate after-sales services performance. The research statistical population consisted of home appliance industry consumers who went to after-sales services centres. Firstly after-sales services quality attributes are defined by running focus group meetings. To verify the validity of the SERVQUAL dimensions on after-sales services quality, the confirmatory factor analysis is applied validity of the SERVQUAL dimensions. Strengths and weaknesses of after-sales services quality are identifies by using SERVQUAL, then fuzzy Kano model is used to categorise defined strengths and weaknesses. The results show that there are a negative difference between customers' perceptions and customer's expectations for all attributes. The highest gaps are related to visually appealing facilities and reasonable servicing cost. These attributes are categorised into attractive and one-dimensional categories respectively. The results show that suitable appearance can lead companies to competitive advantage and reasonable servicing cost can cause decreasing market share.

Online publication date: Thu, 13-Aug-2020

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services, Economics and Management (IJSEM):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email