A STUDY ON EVALUATION OF AFTER SALES SERVICES IN THE FURNITURE SECTOR (SAMPLE, CITY OF ZONGULDAK, TURKEY)

Yıl 2012, Cilt: 14 Sayı: 22, 1 - 11, 01.06.2012

Yıldız Çabuk Selman Karayılmazlar Hilal Türedi

Öz

A STUDY ON EVALUATION OF AFTER SALES SERVICES IN THE FURNITURE SECTOR (SAMPLE, CITY OF ZONGULDAK, TURKEY)

Öz

In order to survive in face of ever-increasing competition, the companies have become aware of the importance
of the customer satisfaction and hold it as their target to establish loyal customers to remain competitive. The
companies that consider the customers a very outstanding asset and adopt it as a principle to offer customeroriented service desire to stand by them after sales. In this sense, and as a requirement of Total Quality as well,
the concept of after sales service is all operations providing services after sale such as transportation, delivery,
installation of the product purchased, communication with the consumer for use of the product, maintenancerepair and spare parts and operations to deal with the customer complaints as a whole. In face of the competition,
the furniture sector, like all sectors, turns towards the after sales services.
In this study, we introduce opinions and evaluations on the part of the consumers concerning after sales services
provided in the furniture sector. As study material, we have selected consumers in six districts, including central
district of the city of Zonguldak. Vis-à-vis survey has been selected as method and applied to 383 consumers in
the study area. 

Anahtar Kelimeler

Total quality management, after sales service, furniture

Kaynakça

• o Bengul, S. 2006. Effect of After Sale Customer Services on the Brand Loyalty: A Study on Users of White Goods and A Suggestion of Structural Brand Loyalty Model, Post Graduate Thesis (not published), Business Management, Social Sciences Institute, Dumlupinar University, Kutahya.
• o Cabuk, Y. 2000. Study of Consumer Behaviors for Preference of Furniture in terms of Sex (Central District, city of Ordu taken as example); Post Graduate Thesis (not published) Forest Industry Engineering, Physical Sciences Institute, Karadeniz Technical University, Trabzon.
• o Korkmaz, S. 2001. After Sale Services and Evaluation of After Sale Services for Consumers, Mevzuat Journal, Year:4, Issue:42.
• o Onder, E. 1993. 2nd National Quality Congress, Istanbul, p.7.
• o Turedi, H. 2010. A Study on After Sale Service in the Furniture Sector in the city of Zonguldak, Post Graduate Theses (not published), Forest Industry Engineering, Physical Sciences, Bartin University, Bartin.
• o URL-1 2009. http://www.turkmobilya.com/mobilya/haber-1182-Toplam-Kaliteli-Satis-Sonrasi-Hizmeti-de- Gerektirir.aspx, Total Quality Requires After Sale Service as well, (23.04.2009). o URL-2 2009.
• http://report.tuik.gov.tr/reports/2008&desformat=pdf&ENVID=adnksdb2Env, Total
• population of the central district and sub district/village by districts– 2008, (17.08.2009).