AFTER- SALES SERVICES AND CUSTOMER RETENTION: A PARTICULAR REFERENCE TO OTIS ELEVATORS AND ESCALATORS NIGERIA LIMITED IN FCT - ABUJA, NIGERIA.

Abstract

This study examined the Influence of After- Sales Services on Customer Retention: A Particular Reference to Otis Elevators and Escalators Nigeria Limited in FCT - Abuja, Nigeria.  The study population was thirty five (35) respondents. Also, Taro Yamane statistical techniques was used to determine the sample size of thirty two (32) respondents, data for the study was collected through questionnaire from the thirty two (32) respondents. However, out of the thirty two (32) copies of questionnaire distributed, twenty five (25) were returned valid and used for the analysis. Cronbach Alpha reliability test was validated, and the hypotheses were tested through Parson correlation coefficient. The findings revealed that, after-sales service dimensions; Warranty, installations services and replacement services has significant positive influence on customer retention. The study concluded that, after-sales services influence customer retention positively. The study recommended that, Otis Elevators and Escalators and other organizations should implements more after-sales services strategies to retain more customers to build long term customer loyalty and to enable the organizations increase its sales volume and market share.