Analysis of Customer Complaints and its Impact on Company Image

This report investigates the relationship between customer complaints and company image. It begins with an abstract, outlining the importance of customer reviews and their impact on a company's reputation. The literature review explores the connection between customer complaints and company image, emphasizing the need for effective customer service. The research aims to determine the steps taken by companies to address customer needs and identify the reasons behind customer dissatisfaction, followed by suggestions for improvement. The methodology includes both qualitative research and a survey of 50 customers to gather data. This study highlights the importance of addressing customer complaints to maintain a positive company image and improve customer satisfaction, referencing relevant sources throughout.

The impact of customer's complaints
on company image

Abstract
The main aim of the proposal is to find out the
connection between the customer complain and
company image.

Rationale
• The image of a company largely depends upon the number of complaints it
receives from the customers (Dachyar and Siva 2016).
• Maintaining company image is very image for a company to flourish in the market.
• In the present time customers look at the review of a company before purchasing
products from it (Yilma and Ari 2017).
• The research will be focussing on the effect of customer review on company image.

Literature Review
• Customer complains give a clear idea about the customer support
service of a company. The quality of products provided by the
company is explained by the help of customer complains (Rahman
2014).
• Company image is very important for a company to gather more
customers and stay ahead of its competitors.

Literature Review cont.
• Both customer complain and company image go hand in
hand. It is important for a company to serve its
customers in a better way (Heri 2017).
• Certain areas were not researched by previous
researchers which will be addressed in this proposal.

Aims and Objectives
• The aim of the research proposal is to find the connection
between customer complain and company reputation.
• Objectives:
– Steps taken by the organisation to ensure better customer service.
– Reasons why customers are dissatisfied
– Recommendations for the company.

Research Questions
• What steps have been taken by the company for meeting the
customer needs?
• Why are the customers not satisfied with the company products
and services?
• What steps must be taken by the company to provide customer
satisfaction?

Research Methodology
• Research Philosophy
It is quiet certain that customer complains are very important for a
company.
It is possible that the employees of the company are not effective
enough in implementing customer retention.
• A set of questionnaire will be made for the participants in the study.

Research Methodology Cont.
• Qualitative research will be conducted in this research.
• A time span of 1 month will be spend on gathering the
data from the consumers.
• A total of 50 customers of a company will be selected
for the study.

Reference List
• Dachyar, M. and Siva, M.R., 2016, January. Impact of service quality on customer
satisfaction in low cost airline service in Indonesia. In Knowledge, Service, Tourism
& Hospitality: Proceedings of the Annual International Conference on
Management and Technology in Knowledge, Service, Tourism & Hospitality 2015
(SERVE 2015), Bandung, Indonesia, 1-2 August 2015 (p. 223). CRC Press.
• Heri, H., 2017. Analysis the effect of service quality, customers value, customer
satisfaction and customer trust on corporate image. Journal of Business and
Management, 19(6), pp.38-46.
• Rahman, H., 2014. Factors affecting customer satisfaction in mobile
telecommunication industry in Bangladesh. Business, Management and
Education, 12(1), pp.74-93.
• Yilmaz, V. and Ari, E., 2017. The effects of service quality, image, and customer
satisfaction on customer complaints and loyalty in high-speed rail service in
Turkey: a proposal of the structural equation model. Transportmetrica A:
Transport Science, 13(1), pp.67-90.