A STUDY ON EVALUATION OF AFTER SALES SERVICES IN THE FURNITURE SECTOR (SAMPLE, CITY OF ZONGULDAK, TURKEY)

Abstract

In order to survive in face of ever-increasing competition, the companies have become aware of the importance of the customer satisfaction and hold it as their target to establish loyal customers to remain competitive. The companies that consider the customers a very outstanding asset and adopt it as a principle to offer customeroriented service desire to stand by them after sales. In this sense, and as a requirement of Total Quality as well, the concept of after sales service is all operations providing services after sale such as transportation, delivery, installation of the product purchased, communication with the consumer for use of the product, maintenancerepair and spare parts and operations to deal with the customer complaints as a whole. In face of the competition, the furniture sector, like all sectors, turns towards the after sales services. In this study, we introduce opinions and evaluations on the part of the consumers concerning after sales services provided in the furniture sector. As study material, we have selected consumers in six districts, including central district of the city of Zonguldak. Vis-à-vis survey has been selected as method and applied to 383 consumers in the study area.