A Model to Investigate the Influence of Channel, Perceived Web Quality, Brand Awareness, Perceived Quality on After-sales Service of the All-in-one Office Products

Abstract

Abstract The authors of this study systematically investigated multiple relationships between brand awareness, channel, perceived web quality, and perceived quality toward after-sales service of the all-in-one office products’ company in Bangkok, Thailand. The sales of some single-function products decline after the opening of a multifunction product. Based on marketing theories, flow theory, and the technology acceptance model, independent variables such as brand, channel, perceived web quality, and perceived quality should relate to after-sales service of the company. However, the multiple regression statistic method revealed that only channel, perceived web quality, and perceived quality were positively related to after-sale service of the company.