CIS101&101L

Fundamentals of computer system

Section-11
Assignment- Project Paper (6/09/21)

Submitt ed to:
Dr. Hasina Mamtaz
Adjunct Faculty, CSE

HRITHIK SARKER 2030369

Table of Contents
Abstract:......................................................................................................................................................2
Introduction:...............................................................................................................................................2
Review of current literature:.......................................................................................................................2
Gap and Research question:........................................................................................................................3
Methodology...............................................................................................................................................5
Results.........................................................................................................................................................5
Discussion:...................................................................................................................................................7
Conclusion:..................................................................................................................................................8
References:..................................................................................................................................................8
Appendixes:.................................................................................................................................................9

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 Solution for almost everything
Abstract:

After-sales service is any support provided to a customer after the product or service has already
been purchased. Companies use after-sales support as a business strategy as it typically leads to
higher customer satisfaction, brand loyalty, and even word-of-mouth-marketing. Findings show
that after-sales service quality, affect satisfaction, which in turn affects behavioral intentions.
Hence, after-sales services affect the overall offering and thus, the quality of the relationship
with customers.

Introduction:

Customers in our country are facing this frustrating scenario every now and then as they aren’t
getting the service they deserve after the purchase. Many businesses even don’t want to
recognize the customer after they seek for solution. So we want to start a business which will
solve public’s issues with goods and services along with that we will make profit.

Review of current literature:

1st article: “How after-sales service quality dimensions affect customer satisfaction”

This article emphasizes mostly on the post reaction of customers after they get after sales service.
In addition we can say this article describes about the relationship that a company maintains with
their customers by using their after sales offerings. This will help my business to follow a right
path about how to build a good customer relationship. The better more we can satisfy our
customers, the more positive behavior we can get in return

2nd article: “THE IMPACTT OF SERVICE ETHICS ON ORGANIZATINAL

COMPETITIVENESS IN INDIA - A PRIMARY APPROACH TO THE STARTUP AND
EMERGING SERVICE ENTERPRISES”
This article proclaims that businesses should act ethically while providing services to their
customers. Many businesses’ becomes more talk less action while they starts to grow and their
motive sticks at only making profit, as a result many business end up exiting the market for
acting unethically.

3rd article: “A quality function deployment application using qualitative and quantitative analysis
in after sales services”

This article tells us that understanding consumer demands and expectations will help us to gain
competitive advantage. Moreover this study also shows the most time consuming part that a
business has to deal while providing after sales service.

Gap and Research question:

RQ1.

What is one product or service that you use in your daily life?
From this question I want to find a name of a product or service audience prefers the most for
daily usage.

RQ2.

Which brand you prefer the most for that product and service?
This question will help me to know about the market share hold by each brand.

RQ3.

Are you satisfied with the after sales service that the businesses of our country provide?

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From this I will know the satisfaction level of customers from after sales service they get in our
country.

RQ4.

Which business or businesses from your experience, provides reasonable after sales service?

The answer of this question will help me to know about the businesses that are doing well.

RQ5.

Which product and service requires most after sales services?

I will get to know which product and service requires most after sales service.

RQ6.

What changes would you suggest businesses to bring in their customer care sector?

The answers from this question will help me to know that what quality we have to maintain in
our customer care sector in order to satisfy our customers.

RQ7.

Have you ever encountered rough behavior when you asked for after sales service?

From this question I will get to know about the approach of other business towards customer
when they seek for after sales service.
 Methodology

After creating the google form I started taking responses from friends, classmates, family
members and relatives. I distributed the google form through social media platforms like
Facebook, Messenger, WhatsApp, Instagram etc. After collecting all the responses in google
form, an option of creating a spreadsheet appeared which helped me to gather all the information
and store it. Later on from those data stored in spreadsheet I sketch graphs for drawing
conclusion and better understanding of responses about the project.
There we few problems I faced while doing survey and graph preparations but the major problem
I faced was the lack of response I only could manage 20 responses altogether, in relation to that
the graphs looked a bit sketchy. But I tried to portray as clear as possible.

Results

After gathering a total of 20 responses in google form, I collabed all those responses in a google
sheet and inserted all those data in chart.

The charts are attached below:

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Figure1

Figure:2
 Figure:3

Figure:4

Discussion:

Figure1: When audience

was asked “Which
products and services they
use in daily life?”. I
demanded the answers in
short. 10 people said
“Mobile Phone”, 2
persons wrote “Toothpaste”

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and “Soap, Korean soothing gel, Perfume, Monitor, Facial tissues and Shampoo” got 1 responses
each.

Conclusion: In daily life people uses Mobile Phone the most in compare to other products.

Figure2: When audience was asked “Which brand/brands you prefer the most for those product
and services?”. I asked for the responses in short answers.

Conclusion: Maximum people use Apple smartphone, as they feel more comfortable with the
brand as their daily driver.

Figure3: In response to RQ3 14 people (70%) said they are satisfied with the after sales service
they get in our country and 6 people (30%) said they are not satisfied with the after sales service
they get.

Conclusion: Maximum people are satisfied with the after sales service but we all know that the
actual scenario is different. Might be due to very few responses the scenario reflected other way.

Figure4: The feedback I received from the RQ7 is depicted below:

Conclusion: 55% of audience said they haven’t encountered any rough behavior when they seek
for after sales service and 45% audience said they have encountered the rough behavior when
they demanded their rights. More people said “Yes” in contrast of “No”. Very few amount of
audience might be a reason for this inverse outcome.

Conclusion:

All of these above RQs are made on the base of analyzable fact. RQs like 4, 6 & 7 might look
vague but it will give the business an idea about competitor’s insights, market preference and
demands of customers and how to act accordingly towards them
We are here to fix literally every goods and services with which normal people are suffering just
because the service they are not getting from the company or shop from where they bought their
goods and services. We want to be a one stop solution for every goods and services.

There are very few articles for future researchers in any online platforms. I would like to
encourage future researchers to take responses by going on field and gather as much feedbacks
as possible. My findings will help them to get an idea about the market and how to act according
to it.

References:

https://academicjournals.org/journal/AJBM/article-abstract/AAC5F2117106

https://d1wqtxts1xzle7.cloudfront.net/60408696/2018_440-2_IJBEDE20190827-76097-chl54o-
with-cover-page-v2.pdf?Expires=1630879459&Signature=dTF8zX1-
pYVBAsX2hkGotibroslDSesdgGQIQvH2RpJerG3iL4eSWyzLIIB89CIIwah58fHiY0aT~Y3f1X
YIpfWzifBAH13WJQr6zvxu7fiZW~9T0kjoYjouKrci7J2PlDPewrpJMACwVJHCaD9nJgFvHel
ES~QTMC3Gwae-
jC5NsiSMXLaK622jPXcDoquCpRv5BXRAFWnrM3r7IemNSykAy7PslVmmcxejIZQFVJVgo6
N8K9sh2TZftUc~gjvIWyzk60I3Y5-H7yup0pjG223El-
d5VwA29L4OZI2iKESSZk881dl2RmCEyoeFr72~J1voseau0Y3nyQygPORCUQ__&Key-Pair-
Id=APKAJLOHF5GGSLRBV4ZA

https://www.tandfonline.com/doi/abs/10.1080/14783363.2012.715797

Appendixes:

Excel: https://docs.google.com/spreadsheets/d/1gxYJaL2ZBa-
Qi0zETJLnssNK76RjjfKSgDufSHJ2QoM/edit#gid=2082817742

Form: https://forms.gle/nLFt6f5N5uTzFZLH6

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