The Impact of Reliability Factor on Customer Satisfaction of After-Sales Service (With the Case Study of the Sina Hamd Aria)

The service sector has grown substantially in recent years. So that its share of gross world product was more thanother sectors , increasing the share of services has raised needs for better quality of service for organizations that seek to improve financial performance and attract customers in a highly competitive environment . Researches show that in the past two decades, interest to the quality of service has developed to the industry sectors ,so that the quality of services is one of the most important topics in the field of management and marketing services industries .In the meantime, the intensification of competition in the current situation has caused service providers to examine critical factors and their impact on customer satisfaction , Understanding customer expectations and the level of expectations is associated by reliability. Accordingly, managers need to have right knowledge to estimate customers expectations in terms of reliability to obtain their satisfaction. Reliability plays an important role in improving customer behavioral tendencies, Because the increasing reliability creates a positive image of the product, and finally satisfaction improves. Research and field survey and sampling methods to randomly according to De Morgan s formula, Data questionnaire is After collecting data with SPSS software and using descriptive statistics and data analysis will be.

کلیدواژه ها:

Customer Satisfaction ، SPSS