Effect of After-Sale Services on Customer Satisfaction and Loyalty in Automation Company Case Cimcorp

Abstract

The aim of this thesis was to explore the impact of a helpline on customer contentment and fealty in one of Cimcorp's distributor companies. A company in-side interview of three people and a comprehensive literature review of consumer happiness and devotion to the serving after purchase of the device were used as data catering in this study. Statistics were examined by tenor scrutiny. The results of this thesis work demonstrated that client service influenced customer pleasure and customer allegiance when the layout procedure shares the acquaintance to make energetic instructions about how to appropriate supplies in a way that will enable the company to outreach its customer support goals. Because the product is characterized by accuracy and many details to the automatic electronic guidance, the focus of after-sale service is carried out by a specialized team sent to the location to guarantee the standard of the product's work. This is one of the most important services provided by Cimcorp. Customers with advanced levels have more options, including full-service and trained system operators. With lifecycle consulting, experts will plan to achieve optimal system uptime, resulting in customer satisfaction and loyalty. Experts from Cimcorp examine the current automation system to ensure the best cost-performance ratio and to provide a roadmap for future actions. Cimcorp provides after-sale services for upgrading equipment, which is one of the steps that the company considers appealing and guarantees customer loyalty. Consumers who are fearful about the long-term viability of their industrial robots obtain updates on a regular basis, allowing them to take advantage of the most recent software features. As a result, the thesis demonstrated that after-sales service had a circuitous influence on customer fealty via fulfillment. Based on interviews, the centric goal of this thesis was to evaluate Cimcorp's services after buying the product in terms of customer pleasure and allegiance and to propose new successful future after-sales services.