Customer satisfaction level of after sales service of ThyssenKrupp

Abstract

Due to the thriving urbanization in Bangladesh, elevator industry has emerged as a rapidly growing industry in this country. As a result, multinational like ThyssenKrupp Elevator is now operating in Bangladesh and also facing fierce competition from other local agent companies. The company's portfolio includes passenger and freight elevators, escalators and moving walks, passenger boarding bridges, stair and platform lifts as well as tailored service solutions for all products. 900 locations around the world provide an extensive sales and service network to guarantee closeness to customers. The company is currently operating in three major cities of Bangladesh and has plans of further expansions. Along with sales, servicing and installation are 2 major business of ThyssenKrupp. This research focuses on the service business of the company and analysis certain hypotheses regarding the overall service scenario. ThyssenKrupp’s service is almost as same as other competitors. According to the findings, ThyssenKrupp hasn’t been able to differentiate its service from other companies. However, ThyssenKrupp doesn’t provide a lesser quality service either, compared to other service providers in the market. The company provides a better quality service to clients who pay more than clients who pay less. According to the findings, clients who pay more enjoy a better quality service than clients who pay less. ThyssenKrupp’s prime focus would be to have a more articulated plan for overall service business, and to improve the flexibility of their technicians while they are providing the actual service. A good supply chain procedure for inventory should also be the focus of the company. Proper branding measure should also be taken to create a differentiation in customer’s mind. Brand loyalty and customer satisfaction have a positive correlation in case of ThyssenKrupp’s customers. Satisfied customers are found to be loyal towards the brand.