The Effect Of After Sales Service On Customers Retention The Case Of Tecno Mobile In Addis Ababa Ethiopia

This research aims to study the effect of after-sales service on customer retention in case of TecnornMobile, at Addis Ababa. The five independent variables namely; warranty, online support, provisionrnof accessories, facility and equipment supply, maintenance and repair. The dependent variable wasrncustomer retention. Quantitative research method and non probability sampling techniquern(convenience) was applied.rnThe results of the study revealed that the majorities of Tecno Mobile after sales service customersrnwere moderately satisfied with the overall after sales service delivered by the company. But, onlinernsupport and equipment supply seems somehow lacked great approval by customers since theirrnresponse was lower than other variables even though the average score is met. The correlation resultrnalso proved that all five independent variables have strong and positive relationship with customerrnretention, dependent variable. The regression result also showed that the cumulative effect ofrnindependent variables on customer retention reached 62.4% .Normality test was also conducted andrnapproved it the data were normally distributed.

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