Impact of Product Support Services on Customer Satisfaction and Repurchase Intention

Among the factors leading to customer satisfaction, product support services are crucial which greatly influence customer repurchase intention. The aim of the study is to explore the impact of product support services on customer satisfaction and repurchase intention in order to ease the varied sights of these concepts. With regards to the dimensions of product support services, many past studies have found a very strong relationship between customer satisfaction and repurchase intention. Product support services (also known as customer support services) like after sale service, installations, delivery, repair and replacement, information, involvement etc. influence customer satisfaction and this satisfaction tend to produce repurchase intention. In this study, the data have been collected from different secondary sources such as reference books, journals, conference and seminar papers, and websites. The findings of the study show that product support services oriented customer satisfaction has positive impact on repurchase intention. Based on the available literature, the paper develops a support services oriented customer satisfaction and repurchase intention model; The study doesn't claim that support service satisfaction is the only element that has direct impact on repurchase intention but it argues that product support services increase customer satisfaction level and instigates the repurchase intention. On the basis of the study, few recommendations were prepared which would be helpful for numerous organizations and researchers on this subject matter.