A Study on Preference for After Sales Support in Electronics Manufacturing Industry (Understanding Customer Expectation)

The study examines customer preferences for after-sales services in the electronics manufacturing sector, revealing that young male working professionals are the primary consumers. Popular product categories include consumer electronics, industrial electronics, and home appliances. Although most customers are aware of after-sales services, some still lack awareness. Repairs and maintenance are the most commonly used services, followed by technical support and warranty claims, though many have never utilized these services. Service centers are the preferred contact method, with phone support and online options following. Response time, service cost, and availability of spare parts are the main factors influencing service selection. Customers also seek additional services like home visits, extended warranties, and faster repairs. The study suggests businesses should enhance digital accessibility, expand service centers, streamline warranty procedures, and reduce repair times to improve customer satisfaction and stay competitive in the electronics market.