Customer Satisfaction Thesis Proposals Samples For Students

ABSTRACT

Customer satisfaction is a major concern to any business that intends to increase its sales. This research will be based on the need to understand what customers expect from business in an effort to improve success of a business. The research is planned to use a qualitative approach to collect data on the research topic. As can be noted in previous researches, customers’ satisfaction is an important contributor to the success of a business and hence it cannot be ignored. This research proposal gives the significance of collecting accurate information on consumer satisfaction; this is because previous findings have shown that incorrectly designed ...

Keywords: Complaint handling, Customer loyalty, Service failure, Service recovery, Transparency

Introduction

One of the primary goals of business organizations is to provide effective customer service to ensure that they retain their existing customers and attract new customers to the business. Retaining the existing customers shows customer loyalty. Achieving customer loyalty is critical to the success of organizations because it helps them to maintain their share of the market. However, the imperfect nature of organizations means that service failures occur at times, and this has a negative effect on customer loyalty. Service failure refers to the occurrence of errors in the ...

The state of mind that customers have about a company when their expectations have been met, or exceeded over the lifetime of the service or product is what is referred to as the customer satisfaction. Achieving the customer’s satisfaction resulted to company’s loyalty and the products. Satisfaction can mean be contended with the quality of a particular services or product with a continuing relationship or with price performance ratio of a service or the product.

Measure of customer satisfaction will vary from one company to the other depending on what type of satisfaction is being researched. For instance manufacturers will typically ...