The role of after-sales service on customer satisfaction Case study : Renault Algeria
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Date
2022-06
Journal Title
Journal ISSN
Volume Title
Publisher
Ecole des Hautes Etudes Commerciales
Abstract
In today's competitive world, customer requirements are increasing, and in order to
differentiate from the market, companies focused on service quality where customers can
remain loyal to the brand.
The added value is created by good service quality and this latter leads to satisfied customers
which is a key for a successful business.
We all know that the financial stake in customer satisfaction is considerable: it represents a
significant percentage of the turnover. Customer satisfaction must therefore be one of the
priorities of companies, whatever their sector of activity.
Hence, the companies in the automotive sector are confronted with this reality and constantly
have to improve their services and maintain a good relationship with their customers with the
aim of satisfying them.
Regarding our study on service marketing, we will bring to light how after-sales services
contribute to customer satisfaction which will represent our case study within Renault
company for our graduation project.
Description
Keywords
Service, After-sales service, Quality, Service Quality, Satisfaction, Customer satisfaction, Automotive sector, Renault Algeria