“Repeat Purchase Behaviour Towards Precision Grinding Machinery: A Study on After-Sales Services and Customer Experience at Micromatic Grinding Technologies Pvt. Ltd"

Ms. Swathi M1, Dr. S Kavitha2

1Student, (USN No 1DA24BA044), MBA Programme, School of Commerce and Management,

Dr. Ambedkar Institute of Technology, Visvesvaraya Technological University, Belagavi

2Assistant Professor, MBA Programme, School of Commerce and Management,

Dr. Ambedkar Institute of Technology, Visvesvaraya Technological University, Belagavi

Abstract

The study examines the impact of after-sales service quality and customer experience on repeat-purchase behaviour among customers of Micromatic Grinding Technologies Pvt. Ltd. (MGT). In the industrial machinery sector, after-sales service, technical support, and customer experience are important factors influencing customer satisfaction and loyalty. The study adopted a descriptive research design and collected primary data from 80 respondents using a structured questionnaire. Purposive and convenience sampling techniques were used, and the data were analysed using percentage analysis, Pearson's Correlation, and Spearman's Rank Correlation. The findings indicate that customers generally have a positive perception of MGT's after-sales services and technical support. The study identified statistically significant relationships between after-sales service quality, customer satisfaction, technical support, and customer loyalty. However, post-service follow-up, communication of service schedules, and pricing clarity require further attention. Overall, effective after-sales services and positive customer experiences play an important role in strengthening customer satisfaction, repeat purchases, retention, and long-term loyalty.

Keywords

After-Sales Service, Customer Experience, Customer Satisfaction, Technical Support, Repeat-Purchase Behaviour, Customer Loyalty.