Analysis of after-sales service quality and customer satisfaction in agricultural machinery using structural models
DOI:
https://doi.org/10.5281/zenodo.16429786Keywords:
services, consumer, agricultural machineryAbstract
This study analyzes the impact of after-sales service quality on consumer satisfaction within the agricultural machinery sector in Lima, Peru. The research employed a quantitative, explanatory approach, using a non-experimental, cross-sectional design. Data were collected through surveys administered to a probabilistic sample of 602 customers in the agricultural machinery sector. The analysis was performed using PLS-SEM structural equations. The proposed model included constructs such as tangibility, empathy, security, responsiveness, and trust, which showed significant effects on customer satisfaction. The results show that trust, security, and responsiveness in after-sales service are key determinants of customer satisfaction. These findings reaffirm that, in agricultural contexts where operational continuity depends on technical support, efficient after-sales service becomes a strategic tool for strengthening satisfaction. The research provides relevant evidence to the literature on service quality, especially in productive sectors with high technological demands, and offers practical recommendations for customer-oriented organizational management.
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