This presentation focuses on the importance of customer satisfaction in any business and explores the primary requirements and objectives of a business. It also discusses the factors behind the growth of customer satisfaction and the methodology used to analyze it.
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CUSTOMER SATISFACTION IN BUSINESS Name of the Student: Name of the University:
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Introduction Customer satisfaction is an essential aspect in any business – be it small scale retail store to large scale industrial goods market. In order to grow, any business organization needs to increase the customer satisfaction such that the customer comes back to purchase products from the organization. For small scale organizations like local retail stores, the aim is to satisfy customers’ needs by fulfilling the demands of the customer
Aim and Objectives To explore the primary requirements and objectives of any business To explore the importance of the customers in business To identify the main factors behind the growth of customer satisfaction To explore the importance of customer satisfaction in any business
Methodology Qualitative data is required to analyze the business organization managers’ approach and understanding towards customer satisfaction. Quantitative data is required to analyze the customers’ points of views regarding their satisfaction in business. Hence, the proposed methodology for this research is mixed method analysis in which interview process will be conducted on some business managers for qualitative data and questionnaire survey will be conducted on some customers for quantitative data
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Ethical Issues One of the most common ethical issues that arise during a research process is plagiarism. During conducting a research, it is often required to use and analyze confidential information like internal affairs of a company, personal information of people and others. During the data collection process, some participants will want to ensure their identities are to be kept secret
Risks During the interview, some unnecessary and unwanted questions may bring about severe discomfort, depression, anxiety, guilt and other harmful impacts on the psychology of the interviewee. Social risk arises due to the differences in opinion between the people involved in the research – generally between the research team members. Legal risks occur when the researchers do not follow suitable research guidelines and commit various illegal work while trying to find information related to the research
References Agnihotri, R., Dingus, R., Hu, M.Y. and Krush, M.T., 2016. Social media: Influencing customer satisfaction in B2B sales.Industrial Marketing Management,53, pp.172-180. Askariazad, M.H. and Babakhani, N., 2015. An application of European Customer Satisfaction Index (ECSI) in business to business (B2B) context.Journal of business & industrial marketing,30(1), pp.17-31. Hammer, M., 2015. What is business process management?. InHandbook on business process management 1(pp. 3-16). Springer, Berlin, Heidelberg. Hill, N. and Alexander, J., 2017.The handbook of customer satisfaction and loyalty measurement. Routledge. Hwang, S. and Suh, E.K., 2018. An Empirical Study on Nonlinear Relationship between Product Modularity and Customer Satisfaction.Journal of Industrial Distribution & Business Vol,9(2), pp.47-55.
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