After-sales services and their impact on customer satisfaction

Abstract

Customer service plays a major role in shaping how customers perceive a company overall. When service works well, customers feel valued and are more likely to be satisfied and return again. However, the customer experience does not end at the point of purchase – it also includes the services offered after that, such as spare parts, maintenance, and support.

After-sales services are important for building customer satisfaction and trust. When these services are smooth and reliable, they can give the company a competitive edge, as customers appreciate hassle-free support even after buying a product. With strong after-sales service, businesses can strengthen long-term customer relationships and stand out from competitors.

The purpose of this thesis is to discuss how after-sales services affect customer satisfaction and identify areas where the service can still be improved. The goal is to find concrete ideas that companies can use to improve the customer experience and satisfaction through after-sales services.

The analysis looks into three different companies and looks at what customers value most in these services.The study also utilizes interviews with company employees and feedback gathered from customers. These insights help to find both strengths and areas that need development.

Results show that companies value fast support, reliable spare parts, and preventive maintenance. Digital tools and tailored services enhance customer satisfaction and and strengthen long-term loyalty.