Customer Satisfaction and Business Growth Through Effective Sales and After-Sales Services: A Study with Reference to KY Refrigeration

Abstract

This study examines the sales and after-sales services provided by KV Refrigeration and their impact on customer satisfaction and business performance. In today’s competitive market environment, sales and after-sales service play a crucial role in building customer trust, ensuring repeat purchases, and maintaining long-term relationships. The study aims to identify the key factors influencing customer perception towards the sales process, product delivery, installation, maintenance support, and complaint handling services offered by KV Refrigeration.Primary data was collected from 140 respondents using a structured questionnaire. The research was conducted using a descriptive research design, and the collected data was analyzed through percentage analysis, tables, and graphical representation. The findings reveal that product quality, timely delivery, prompt installation, service responsiveness, and effective complaint resolution are the major factors influencing customer satisfaction. The study suggests that the company should focus on improving service efficiency, strengthening communication with customers, ensuring faster response to service requests, and enhancing after-sales support systems to improve customer loyalty and trust. Overall, the study highlights the importance of efficient sales and after-sales service practices in improving customer satisfaction, retention, and business growth at KV Refrigeration.