Warranty and its effect towards customer satisfaction in Malaysia’s electronic industry / Mohd Rizaimy Shaharudin...[et al.]

This study aims to determine the factors affecting customer satisfaction in
after-sales service. It helps to extend the understanding on warranty and its
influence towards customers’ satisfaction, an important element in retaining
a profitable business relationship with the customer. To date, there have
been very minimal studies conducted on the after-sales service in business
organizations particularly the electronic industry in Malaysia. Therefore,
from the data presented in this study, it can be expected that the findings can
benefit both the industrial community and the academia by giving a new
source of ideas and information. Results indicated to confirm on the earlier
literature that there was a strong relationship between warranty and
customer satisfaction in either the consumer or the business market
environment. Future research should focus on the similar study of factors
affecting customer satisfaction in after-sales service in other prominent
industries such as automotive, construction and other manufacturing as
well as service sectors.