This study deal with the relationship between customer satisfaction based on A/S satisfaction and company performance consisting of the repurchase intentions and user's recommendation by focusing on construction equipment industries.
Purposes of this study are : 1) effect analysis of repurchase and word mouth's intentions based on A/S satisfaction. 2) proposal the rational A/S direction for construction equipment industries. 3) provision of the competitive advantage strategy through customer satisfaction according to A/S
- Findings from this study are :
1. overall review
? The repurchase intention's factor consists of 1) fast diagnosis for broken-down equipment(42%). 2) incorporation of customer's opinions into company A/S policy(7%)
? The user's recommendation consists of 1) detailed explanations of break-down reasons and preventive maintenance for the customer(46%)
2) current equipment conditions after A/S(7%)
2. item review
The important factors of repurchase and recommendation intention are :
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- A/S strategy model from this study is :
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