Open AccessThe Effect of IT on After-sales Service in Small- and Medium-Sized Industries
Author(s) -
Abdülkadir Özdemir,
Hasan Asil
Publication year - 2015
Publication title -
telkomnika: indonesian journal of electrical engineering/telkomnika
Language(s) - English
Resource type - Journals
eISSN - 2460-7673
pISSN - 2302-4046
DOI - 10.11591/tijee.v16i1.1596
Subject(s) - business , competition (biology) , service (business) , marketing , quality (philosophy) , service quality , tertiary sector of the economy , advertising , industrial organization , ecology , philosophy , epistemology , biology
In a world where competition is based on quality of service, quality distance between products becomes smaller day by day. Nowadays, after-sales service can be considered as an inseparable part of industrial products. The development of IT has paved the way for offering better services for customers in a shorter time in a way that these days it is called the electronic after-sales service. Based on this, the present research has analyzed the effect of using IT on after-sales service in small- and medium-sized industries. This research is a causal or a posteriori one which tries to answer the question of whether the use of IT can influence the quality of after-sales service offered by small- and medium-sized industries. According to results with a certainty level of %5, IT influences the accessibility of after-sales service in small- and medium-sized industries.