The influence of aftersale service quality on trust, satisfaction and and loyalty of medical’s equipment business

Abstract

The objectives of this research were (1) To study the influence of the after sales service quality which consisted of the dimensions of tangible, reliability, responsiveness, assurance and empathy on customer trust; (2) To study the influence of the aftersales service quality and customer trust on customer satisfaction; (3) To study the influence of customer trust and satisfaction on customer loyalty and (4) To validate the causal relationship model of the influence of aftersales service quality on trust, customer satisfaction, and customer loyalty of medical’s equipment business with empirical data. The variables in this investigation consisted of the following; aftersales service quality which consisted of the dimensions of (1) tangible; (2) reliability; (3) responsiveness ;(4) assurance and (5) empathy as the independent variable; customer trust and satisfaction as mediating variables and customer loyalty as dependent variable.