A Dissertation Submitted to MUDCC in Partial Fulfillment of the Requirements for Award of the Degree of Master of Business Administration in Corporate Management (MBA-CM) of Mzumbe University.
This study was designed to assess of the impact of after sales services and support on IT Solutions .It investigated the strategic importance of after sale services offered by IT firms, factors influencing customer satisfaction in relation to after sales services and suggested various strategic measures to improve delivery of IT related after-sales services.
A sample of 120 IT industry members from different organizations both private and public were involved in which the study used purposive and simple random sampling procedures. In the process of answering the basic questions, one hundred questionnaire that include demographic profiles were distributed to respondents and twenty interview guide questions were held with well experienced IT members in different organizations. Data were analyzed using simple statistical techniques (tables and percentages) for questionnaire and interviews were analyzed by logic and facts under the principle of grounded theory.
Findings of this study indicate that, after-sales services stabilize long-term revenues, enhance customer satisfaction and retention, and provide an important strategic weapon in a competitive environment. With respect to the factors that contributes to customer satisfaction in relation to after sale services, the study found that, service quality, after sale support and reliability/ availability of the after sale services are factors that influence customer satisfaction. The improved after sale services and support could be enhanced through developing a positive perception and attitude toward the customer, provision of training programs to IT providers in the area of customer care, improved technology as well as ensuring reliability and availability of the service.
The researcher recommends that significant effort should be devoted to the strategic management and operational execution of after-sales services.