Aftersales Service Factors Affecting Customer Satisfaction of Mobile Phones


  • Mohammad Anisur Rahman University of Dhaka



Aftersales is one of the most critical dimensions for customer satisfaction. However, the elements of aftersales services influencing customer satisfaction are not well studied in the area of innovative and short life cycle products such as mobile phones. This study aims to identify the elements of aftersales services that influence customer satisfaction. Three hundred fifty mobile phone users of different brands, identified through the snowball sampling technique, were surveyed through a structured questionnaire. Multiple regression analyses of these data found four after-sales services: warranty, online support, service center’s support/repair, and upgrades, statistically significant in influencing customer satisfaction for mobile phone brands.   


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