Impact of Leadership on Customer Satisfaction

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