Customer’s Expectation towards After-Sales Service Quality of Force Crane Company Limited

Abstract

          This research article aimed: 1) to study level of customer expectations towards the quality of after-sales service of Force Crane Co, Ltd., and 2) to compare customer expectations on the quality of after-sales service of Force Crane Co, Ltd., classified by the nature of establishment types. The research instrument was a questionnaire. The sample used in the research amounted to 90 customers. The statistical tools used for data analysis were frequency, percentage, mean, standard deviation and F-test (One-Way ANOVA), pairwise difference analysis by LSD (Least Significant Difference).

           The results of the research showed that the customer expectations for the quality of after-sales service of Force Crane Co, Ltd. was overall at a high level; with consideration of each aspect, it was found that the aspect with the highest average level was politeness; whereas, the other aspects were at a high level.

           The results of hypothesis testing revealed that the customers with different types of establishments had different levels of quality expectations of after-sales service. As for the establishment size number of electric cranes, service period and location of different establishments, there were expectations for the quality of the after-sales service of Force Crane Co, Ltd.  There were no differences.