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Consumer Satisfaction Towards Water Purifiers: The Role of After-Sale Services in Nanded District

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Issue Abstract

Abstract

Safe drinking water is a core public-health priority in India, and household water purifiers (RO/UV/UF) have become ubiquitous in urban and semi-urban areas. While product features drive initial purchase, after-sale services (ASS) installation quality, complaint handling, spare-parts availability, AMCs, and technician conduct often determine sustained satisfaction and repurchase intention. This study examines how after-sale service quality influences overall consumer satisfaction with water purifiers in Nanded District (Maharashtra) and explores moderating roles of usage context (groundwater vs. municipal supply) and brand type (national vs. local). Using a cross-sectional survey (proposed n = 400 households, multistage sampling across Nanded city and selected talukas), we measure perceived ASS quality (adapted SERVQUAL), satisfaction, trust, value-for-money, and behavioral intentions. The analysis plan includes reliability testing, EFA/CFA, hierarchical regression, and mediation/moderation tests. We expect responsiveness and first-visit resolution to emerge as the strongest predictors of satisfaction, with trust mediating the ASS→ Satisfaction link. The paper concludes with policy and managerial implications for brands, dealers, and local service franchises in Nanded.

Keywords: After-sale services, water purifier, consumer satisfaction, Nanded district, SERVQUAL, AMC, and complaint resolution.­

Author Information
Dr. Gajanan Mudholkar, Asso.Professor & Research Guide: Purva Sandulal Pandit, Research Student, School of Commerce & Management Sciences, S.R.T.M.U University, Nanded, Maharashtra:
Issue No
8
Volume No
5
Issue Publish Date
05 Aug 2025
Issue Pages
14-21

Issue References

References

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