Impact of Leadership on Customer Satisfaction

This paper examines the impact of leadership on customer satisfaction and discusses the role of leadership in improving consumer satisfaction. It includes a literature review, methodology, and discussion of the results.

Running head: MANAGEMENT
MANAGEMENT

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Executive summary
The primary purpose of this paper is to examine impact of leadership on customer satisfaction.
This introduction section is effective for comprehending the basic knowledge about hell
Kohimarama branch. In this organization, I worked as the duty manager wherein I did much
accountabilities related to the business. The literature review section is effective for critically
evaluates role of leadership on customer satisfaction. For reaching at the targeted aim, the
inductive approach is practised by the discoverers. The primary and secondary data collection
method has been practiced to get the theoretical data about research problem. This study has
been conducted on 50 consumers of hell Kohimarama to know their satisfaction level for the
organization. From the analysis, it is founded that the consumers are satisfied with the products
services of this organization. From the conclusion section and recommendation, it is addressed
that leadership is an imperative tool for improving the satisfaction level of the consumers.

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Table of Contents
Executive summary.........................................................................................................................2
Introduction......................................................................................................................................4
Project Aim..................................................................................................................................4
Literature Review............................................................................................................................5
Methodology....................................................................................................................................7
Methodology....................................................................................................................................7
(Sources:.......................................................................................................................................7
Philosophies.................................................................................................................................7
Approaches...................................................................................................................................8
Research Strategy.........................................................................................................................8
Monkey survey questionnaire..........................................................................................................9
Choices of methods........................................................................................................................11
Time Horizons...............................................................................................................................12
Techniques.....................................................................................................................................12
Conductive a survey for the collection of the data........................................................................12
Discussion and result.....................................................................................................................13
Conclusion.....................................................................................................................................19
Recommendation...........................................................................................................................19
Reverences.....................................................................................................................................21

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Introduction
I completed my internship from Hell, a kiwi-owned brand that delivers premium products and
services to the customers of NZ (Hellpizza.com, 2017). This organization was established in
1996 by Callum at Kelburn Squash Centre in Wellington. The primary purpose of this firm is to
deliver the higher quality services to their customers for increasing satisfaction level as
compared to their competitors. There are certain dishes that are delivered by the firm to their
consumers named as salads, pasta, and pizzas. This organization has chosen many sources to
deliver its services named catering and online ordering. This organization has delivered its
services on more than 70 stores franchise. I also observed that each franchise has much staff
named as kitchen persons, customer service persons, duty manager, and store manager. I worked
in this organization as a duty manager that is one of the imperative tools for getting a favorable
result. It is stated that organization can be vital for determining the leadership style to
improvebusiness performance. I completed different certain acts that are completed by me
named conflict management and complaint resolution. I also addressed that leadership is an
imperative factor for increasing the satisfaction level of the firm. At the time of working in the
organization, I observed that leadership could offer a path to the organization to complete the
task in a systematic manner.
Project Aim
This paper is emphasize on evaluating the impact of leadership on customer satisfaction. The
following objectives will be completed by the researcher to meet the research objectives:
 To comprehend the meaning and concept of leadership styles and customer satisfaction
 To evaluate the impact of leadership on customer satisfaction

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 To comprehend different strategies for improving the leadership skills for affecting the
satisfaction level of customers.

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Literature Review
Resource
Name
Content Result Impact
International
Journal of
quality and
service sciences
This study is effective to know the
leadership style on customer
satisfaction. The survey through
questionnaire method has been used to
get direct responses. This study is
conducted on 118 small enterprises
(Pantouvakis & Patsiouras, 2016).
From the result of
this study, it is
founded that the
leadership style is
imperative for
affecting certain
factors named as
service quality,
job satisfaction,
and performance.
It will lead to
obtaining a
reliable result.
This study has
discusses many
leadership styles
as it might
mandate to the
organization for
operating the
business as it
would be
effective in
increasing the
satisfaction level
of consumers
International
Journal of
Economics,
Commerce, and
management
This study could also be effective in
evaluating how leadership theories
have been affected by higher customer
satisfaction (Tsong and Seng, 2016).
The result
demonstrated that
leadership is a
key that could
support to nurture
their staff to
The implication
of different
leadership models
could be affected
by the overall
performance of

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accomplish the
goal.
the research
outcome.
Journal of
Management
The purpose of this study is to
examine the relationship between
leadership styles and customer
satisfaction. From deeply evaluate this
study, the researcher has use survey
through questionnaire method (Genç
& Karadirek, 2018).
This study is
effective to imply
the leadership
styles to
comprehend the
satisfaction level
of the firm.
The leadership
styles might
facilitate to imply
different methods
for improving
business
performance.
Journal PPM This paper is used to evaluate the role
of transformational leadership which
increases the customer satisfaction
level. Different theories have been
studied named as leadership,
transformational total quality
management (TQM), leadership,
quality management system (QMS). It
could support to evaluate the
effectiveness of the leadership styles
(Kamariah and Norliya 2010).
With respect to
this paper, it is
stated that
leadership is an
imperative tool
for assisting
employees to
conduct effective
behavior with
consumer and
give more value
to the consumers.
This study will
lead to
comprehending
different
strategies related
to the leadership
that will be
implied by the
firm to effectively
implement a
suitable
leadership style
and increase the
satisfaction level

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of consumers.
Asia-Pacific
Journal of
Business
administration
The main aim of this study is to
examine sustainable leadership and
customer satisfaction. This research
study considers qualitative and crosses
sectional method to collect the data in
favor of the research matter. This
study is conducted on 440 business
managers in different industries of
Thailand (Suriyankietkaew, 2016).
From the study, it
is addressed that
leadership could
directly affect the
reliable outcome.
It is addressed
that sustainable
leadership
practices could
directly affect the
satisfaction level
of consumers.
SL model is used
as the theoretical
framework that is
leading to the
firm for the
attainment of the
organizational
task.

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Methodology
Methodology
In this research report, onion research framework has practiced by the researcher for conducting
the research work. The aim of this study is to analyse present situation of hell Kohimarama
branch in the context of the operating procedure of organization for improving the satisfaction
level of its consumers. Research methodology section considers certain aspects that are named as
research strategies, research philosophy, and analysis of the present situation of the hell
Kohimarama branch. This framework permits the researcher to comprehend knowledge related
to various approaches before initiating the research procedure that delivers more appropriate
research outcome (Kumar, 2019).
(Sources: Sunder Ganesh, & Marathe, 2018).
Philosophies:

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hell, Kohimarama branch is a New Zealand based hotel which offers a different type of facilities
to their consumers and clients such as, it provides a bar section and gaming section for
entertaining their customers. Survey through questionnaire has conducted by the researcher for
evaluating the customer’s satisfaction level towards the amenities that are offered by the hell
Kohimarama branch. Positivism philosophy has practiced by the researcher in order to get
primary data by pooling views and beliefs of customers towards the services offered by the hell
Kohimarama branch. Satisfaction level of customers is an imperative facet in the growth and
development of all business organizations. In the hell Kohimarama branch, customer satisfaction
has evaluated by utilizing a survey method to attain the feasible result and positively affect the
success of the HOTEL.
Approaches:
Research approaches such as inductive or deductive could be used for assessing the current
situation of this research report. Inductive research approach considers the accumulation of data
as per the developed theories that assist in improving the current situation of the hell
Kohimarama branch. In the deductive research approach, according to the requirements of the
research study, a hypothesis related to research work is developed by the investigator. Survey
method has implied by the researcher to gain a detailed understanding of the satisfactory level of
customers by getting a rating of satisfaction from the consumers of hell Kohimarama branch.
After that hypothesis is developed by the researcher to positively enhance the satisfactory level
of hell Kohimarama branch customers.
Research Strategy:
Various research strategies are used in the research study to analyze the present situation of the
hell Kohimarama branch. These research strategies are named as grounded theories, action

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research, ethnography, survey, and archival research, case studies and experiment method. The
survey was conducted by the researcher in order to assess the current situation of hell
Kohimarama branch and it has conducted on 50 customers for obtaining their perception and
views related to the business performance and respond on the customer’s issues. Survey through
questionnaire entailed at least 10 questions and its main aim is to pool customer’s responses
towards their experience in the hell Kohimarama branch.
Monkey survey questionnaire

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Choices of methods
Choices of research methods consist of several tools that could be practiced for accumulating the
relevant data with respect to the analysis of customer satisfaction of hell Kohimarama branch.
These research methods are named as multiple methods, mono methods and mixed methods.
Mon method of research considers a single way to accumulate the data as well as confirming the
procedure of data analysis (Mackey & Gass, 2015). Multiple research method considers the
accumulation of authentic data by more than one source through different techniques of data
collection and also exercises proper procedure of data analysis (Sunder Ganesh, & Marathe,
2018).
A mixed approach is another type of research approach that is used by the investigator to conduct
their research work in an effective way as it involves unique characteristics of both research
approaches which are qualitative and quantitative research approach (Taylor, Bogdan, &
DeVault,2015). Both are practiced by the researcher in order to appropriately collection of data
and also develop the procedure of data analysis properly. Mono methods have practiced by the
investigator for this research study as it facilitates the investigator to accurately pool the

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authentic data and then imply the data analysis procedure (Alvesson & Sköldberg, 2017). Along
with this, it also assists in the assessment of customer’s satisfaction level in the HOTEL. In such
a way, the quantitative research approach has used by the investigator to accumulate the valid
data and processing of data analysis effectively that helps in responding to the research questions
(Sunder Ganesh, & Marathe, 2018).
Time Horizons
For conducting this research, research scholar practiced the survey through questionnaire as it
was distributed by considering the online sources. I determined 9 weeks of a time period to
collect the data and evaluate them effectively.
Techniques
For evaluating the data quantitative and qualitative data analysis tool has been practiced in which
I would be able to evaluate the theoretical and numerical data and change it into a reliable
conclusion. In this, the money survey methods have been practiced for evaluating the data. The
theoretical data will be evaluated by entailing the qualitative data sources named content analysis
method and literature review tool (Ledford, & Gast, 2018).
Ethical consideration
Ethics is an imperative part of the research as it facilitates to the investigator to conduct right
behaviour with others. It could also mandate to perform appropriate acts in the study. The
research could sue the ethical norms for avoiding the ethical issues and reach at the reliable
conclusion. There are certain elements that might be entailed to eliminate this issue named as
lack of data manipulation, plagiarism, references university guidelines, and copy paste. Research
should give all the information of the interview to the participants and assure that their provided
information will be confidentiality as it would maintain the ethics in the study.

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Conductive a survey for the collection of the data
The survey was conducted on a total of 50 consumers who use the services of Hell hotel to
comprehend their opinion towards the satisfaction level. From this, I will be capable to collect
the real responses of consumers and make a conclusion in favor of the research matter. There are
different methods which have been practiced by me to conduct this study named as email and
wtsapp as it would support to examine the responses effectively. It will be effective for collecting
accurate from a huge number of consumers.
Discussion and result
How likely is it that you would recommend hell Kohimarama branch to a friend or
colleague?
DETRACTORS (0-6) PASSIVES (7-8) PROMOTERS (9-
10)
NET PROMOTER
SCORE
10% 18% 72% 62
5 9 36
With respect to the above table, it is stated that 72% of people believe that they were
recommended this organization products and services to others. It is evaluated that this product is
effective as compared to other products and services. Saeidi, Sofian, Saeidi, Saeidi, & Saaeidi,
(2015) stated that effective leadership styles could mandate to the firm for increasing the
satisfaction level of employees in the least time. The leadership is an effective technique that
mandate to the employees for performing a suitable behavior with consumers and increasing
their satisfaction level towards the organization.
Overall, how satisfied or dissatisfied are you with hell Kohimarama branch?

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ANSWER CHOICES RESPONSES Frequency
Very satisfied 16.33% 8
Somewhat satisfied 14.29% 7
Neither satisfied nor
dissatisfied
2.04% 1
Somewhat dissatisfied 48.98% 24
Very dissatisfied 18.37% 9
TOTAL 49
It is founded that 50 out of 24 candidates believe that people are somewhat dissatisfied from the
products and services of the firm due to different reasons. It is founded that Organization should
use an effective training and development method by which a team leader could improve the
skills of employees towards the customer relationship due to increasing the satisfaction level of
them (Kwak & Kim, 2015).
Which of the following words would you use to describe our products? Select all that
apply?
ANSWER CHOICES– RESPONSES– Frequency
Reliable 72.00% 36
High quality 74.00% 37
Useful 72.00% 36
Unique 68.00% 34

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Good value for money 72.00% 36
Overpriced 14.00% 7
Impractical 34.00% 17
Ineffective 24.00% 12
Poor quality 20.00% 10
Unreliable 6.00% 3
Total 50
The above table depicted that there are certain reasons that might influence the consumers to
have the services of this organization named as Reliable, Useful, High quality, Unique, and Good
value for money. Apart from this, it is stated that some of the others believed that this
organization has offered poor quality, ineffective, and unreliable service hence they never want
to have the services of the organization. It is also evaluated that leadership could facilitate to the
top manager to understand what a consumer expected to the firm and afterward they will make
amendment due to increasing the profit of the organization (Kwak & Kim, 2015).
How well do our products meet your needs?
ANSWER CHOICES– RESPONSES– Frequency

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–
Extremely well
40.00% 20
–
Very well
48.00% 24
–
Somewhat well
6.00% 3
–
Not so well
0.00% 0
–
Not at all well
6.00%
Total 50
As per the evaluation of collected data, it is addressed that 44 out of 50 participants believed that
this product very well meets the needs of consumers. It is also founded that the others disagreed
with the same statement. It is founded that organization could need to gain their understanding
how consumers will be loyal towards the products and services and founded that the leadership
could be an imperative concept that leads to the organization for the getting higher competitive
benefits (Yuen, & Thai, 2015).
How likely are you to purchase any of our products again?
ANSWER
CHOICES–
RESPONSES– Frequency
– 42.00% 21

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Extremely likely
–
Very likely
44.00% 22
–
Somewhat likely
6.00% 3
–
Not so likely
4.00% 2
–
Not at all likely
4.00% 2
Total 50
On behalf of the above chart, it is stated that 41 out of 50 believed that they were very likely to
purchase any of our products again. It means services of the firm has unique that create loyalty
among the consumers to have the services of the firm. It is also founded that the organization
could use effective styles of the leadership and leads each employee for increasing the
satisfaction level of the consumer in limited time and cost (Chen Zhu, & Zhou, 2015).
How would you rate the quality of the product?
ANSWER CHOICES– RESPONSES Frequency
–
Very high quality
38.00% 19
–
High quality
44.00% 22
– 6.00% 3

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Neither high nor low
quality
–
Low quality
8.00% 4
–
Very low quality
4.00% 2
TOTAL 50
With respect to the above data, it is illustrated that 42 out of 50 participants believed that this
organization has offered the very high-quality services to their consumers which might facilitate
to the firm for influencing a huge number of customers. It is examined that the organization
could be needed to influence new consumers for the long term that could be possible by
considering the effective leadership style in the working place (Cheema, Akram, & Javed, 2015).
How would you rate the value for money of the product?
ANSWER
CHOICES–
RESPONSES– Frequency
–
Excellent
28.00% 14
–
Above average
54.00% 27
–
Average
8.00% 4
– 6.00% 3

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Below average
–
Poor
4.00% 2
TOTAL 50
The above chart demonstrated that this organization has given value to the money that could be
effective for the firm to influence a large number of consumers. It is funded that the company
should consider certain types of leadership styles named transformation, democratic, autocratic
and leads each employee of the firm for increasing the customer satisfaction level. It is also
evaluated that the firm should always aware which leadership influence more to increase the
customer satisfaction level (Saeidi, Sofian, Saeidi, Saeidi, & Saaeidi, 2015).
How responsive have we been to your questions or concerns about our products?
ANSWER CHOICES– RESPONSES– Frequency
Extremely responsive 32.00% 16
Very responsive 48.00% 24
Somewhat responsive 8.00% 4
Not so responsive 4.00% 2
Not at all responsive 6.00% 3
Not applicable 2.00% 1

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TOTAL 50
On the basis of collected data , it can be illustrated that 40 out of 50 participants believe that they
are responsive been to concerns about our products due to higher satisfaction form the products
and services of the organization. It is also founded that customer satisfaction level could be
imperative for sustaining the business in the marketplace for long-term. It is stated that customer
satisfaction could be improved by considering different theories of leadership in the working
place (Pantouvakis & Patsiouras, 2016).
How long have you been a customer of hell Kohimarama branch?
ANSWER CHOICES– RESPONSES– Frequency
This is my first purchase 28.00% 14
Less than six months 52.00% 26
Six months to a year 6.00% 3
1 - 2 years 8.00% 4
3 or more years 4.00% 2
I haven't made a purchase yet 2.00% 1

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TOTAL 50
The above chart depicted that 26 out of 50 research candidates believe that they are using this
product for less six months. It is evaluated that for increasing the satisfaction level of the
consumers, an organization should be needed to use an imperative tool of leadership and
supports to make a favorable decision in the context of organizational growth. It is also founded
that the different leadership style s could be supportive of the organization to increase the
customer satisfaction level (Suriyankietkaew, 2016).
Which feature attracted you to have products and services of hell Kohimarama branch?
ANSWER CHOICES– RESPONSES– Frequency
Price 34.00% 17
Quality 44.00% 22
Availability 20.00% 10
Others 2.00% 1
TOTAL 50
With respect to the table, it can be depicted that 22 out of 50 believe that the quality of this
organization products could be more effective rather than others. It is stated that the price of this
organization products could also influence the number of consumers for having the services of

MANAGEMENT 24
this organization. It is also examined that the organization should be needed to give higher value
to the firm for increasing the customer satisfaction level (Kamariah and Norliya 2010).
Qualitative data analysis method
The qualitative data analysis method is an effective to comprehend the research matter as it could
consider the interview method that is conducted on manager of organization.
Codes Themes Theory
 Leadership styles
 Services quality
 Customer value
 communication
 Factors affecting
leadership styles and
customer satisfaction
The restaurant has been
affected by service quality,
customer value,
communication, and
leadership styles. Hence
organization could consider
such factors to improve the
satisfaction level of
consumers.
 Decline sales of
services
 Employee turnover
that affect the
customers satisfaction
 Negative brand image
 impact of leadership
style on customer
satisfaction
The leadership style could
positive as well as negative
impact on the customer
satisfaction. The leadership
style selection could decline
the employee turnover and
make negative image of the
firm.
 Suitable leadership
style
 Quality services
 Digital marketing
 Motivational tool
 strategies for
improving the
leadership skills for
affecting the
satisfaction level of
customers
Suitable leadership styles,
quality services, motivational
tool, and digital marketing
could be effective sources that
affect to the satisfaction level
of consumers.
From the responses, it can be evaluated that most of the responses seeks that leadership styles
quality services, motivational tool, and digital marketing could be effective sources that affect to
the satisfaction level of consumers.

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Conclusion
As per the discussion, it can be concluded that an organization should need to comprehend which
leadership style would be effective for getting the positive result in the context of customers. It
can be summarized that leadership is effective for offering a path to the organization to
effectively operate its business process and support to meet the aim of the study. It can also be
concluded that the prices, quality, and availability of products could directly influence increasing
the satisfaction level of consumers.
Recommendation
Use of social media
It can also be suggested that the organization should need to give proper training to their
employee and supports them to comprehend many methods that will support to make a positive
relationship with them. This method could be associated with the use of social media sources.
This tool enables to the employees to directly converse with the customers and comprehend their
opinion and views of consumers to reach at the reliable result in the favor of research matter
(Genç & Karadirek, 2018).
Use of effective leadership style
It can be recommended that company should also practice the suitable leadership style by which
team leader could appreciate to the employee and taught them about methods that will be used to
improve the satisfaction level of the firm.
Effective communication
It can also be founded that organization should use an effective communication tool to
comprehend the views and opinion of customers along with making a positive relationship with
others. It could be imperative for the attainment of the organizational task. The communication is

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a tool that enables to effectively converse with each other’s and meet their targeted objectives in
in an effective manner (Tsong and Seng, 2016).

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