Post-sale service and answer capacity as satisfaction factors of technology products' clients

Abstract

Abstract

Introduction. This research is the result of the need to increase customers’ satisfaction related to the maintenance of technology products in Cuenca. Objective. Determine the factors that impact the perception of clients of the maintenance service of technological products, in the city of Cuenca, Ecuador. Methodology. This research is a quantitative, explorational, descriptive, and co-relational tope. To achieve it, a group of 2,793 clients was used, from which, 114 customers were the target of the study by using a 0.856 Alpha de Cronbach index and the validation of a group of experts. This research is not probabilistic or intentional. Results. Two external factors of incidence are studied: post-sale service and answer capacity. It was observed. These two factors are strongly related to customers’ satisfaction. Conclusion. Eventually, companies that give technology products maintenance services will have to apply fidelity strategies using correlational variables significantly associated with customer satisfaction as a strategy to improve and grow.