Customers’ Attitude Towards Service aspects Of Domestic Purifiers in Madurai

Abstract

Water is critical for many aspects of life such as economic growth, environmental stability, bio-diversity conservation, food security and health care. In most cases there is no substitute for water. An energy resource can be replaced by another but water as a resource is irreplaceable.

Customer satisfaction is a key to building profitable relationship with consumers to keeping and growing consumers and keeping their customer life time value. Satisfied customers talk favourably to others about the product. After sales service satisfy the customer and retains the customer. The subject matter covered under after sales service include instructions at the time of installation, period of warranty, coverage under warranty, free services availed of during the warranty period, annual maintenance contract, services covered in AMC, time taken to attend service, AMC amount per annum, cost of spares for AMC customers, cost of transportation for AMC customers, service charges for non-AMC customers and cost of spares for non-AMC customers. 

Warranty covers both service and components for majority (90%) of the respondents. Only 18 per cent of the respondents entered into the AMC after the warranty period. It has been a known fact that the amount spent for the maintenance of the branded water purifier is considerably different from the amount spent for the maintenance of the assembled water purifier.