Effect of After-Sales Service on Customer Loyalty a Study of Femtech It, in Ilorin Metropolis

This study examined the effect of after-sales service on consumer loyalty; a study of FemTech IT, Ilorin. The objectives of this study were to; (i) determine the impact of installation on perceived quality of FemTech IT in Ilorin, Kwara State; (ii) assess the effect of product delivery service on customers’ retention rate of FemTech IT in Ilorin, Kwara State; (iii) examine the extent to which warranty services impact repeat usage of FemTech IT in Ilorin, Kwara State; and (iv) determine the effect of repair offer on customer satisfaction of FemTech IT in Ilorin, Kwara State. The study focused on customers who patronise FemTech IT, Ilorin. The study adopted Godden (2004) for infinite population 384 was adopted as the sample size. The descriptive analysis was used for analyzing demographic data and regression analysis was used to test the hypotheses at 0.05 significant level. The result of the study shows that (R square = 0.525, P = 0.000, β = 0.715, t = 19.676) for hypothesis one; (R square = 0.541, P = 0.000, β = 0.736, t = 20.322) for hypothesis two; (R square = 0.586, P = 0.000, β = 0.765, t = 22.256) for hypothesis three; and (R square =0.560; P = 0.000; β = 0.749 and t-value = 21.122) for hypothesis four. The study concluded that installation has a significant influence on the perceived quality of FemTech IT in Ilorin, Kwara State; product delivery service has a significant influence on customers’ retention rate of FemTech IT in Ilorin, Kwara State; warranty service has a significant impact on repeat usage of FemTech IT in Ilorin, Kwara State; and repair offer does not have significant effect on customer satisfaction of FemTech IT in Ilorin, Kwara State. Therefore, the study recommended that: FemTech IT should ensure that it enhances customer perceived quality by ensuring that all installations are performed professionally, promptly, and without errors; provide real-time tracking and proactive communication during the delivery process builds trust and reliability; ensure a hassle-free claims process that shows commitment to customer satisfaction, which consequently encourages customers to return for future purchases; and offer clear repair policies and easy access to service centers which build customer confidence in the brand.