The Impact of Customer Service on Customer Satisfaction: A Report

This report investigates the significant impact of customer service on consumer satisfaction. It begins with a rationale for the topic's importance and provides a comprehensive literature review, exploring key aspects of customer service and its influence on consumer behavior. The research aims to define customer service and satisfaction, and to examine the relationship between them. The methodology includes a qualitative approach, utilizing secondary literary sources, and outlines the research philosophy, strategy, and time horizon. The report concludes with a reference list of relevant sources, offering a detailed analysis of customer service's role in building effective consumer relationships and ensuring customer loyalty.

MANAGEMENT
Impact of customer service on
customer satisfaction

Abstract
• The paper aims to research to find the
significance of consumer service for consumer
satisfaction.
• The paper describes proper rationale for
selection of the topic.
• The conducted literature review will provide
proper information about the aspects of customer
service.
• The paper will also mention methodology
followed for this research.

Rational
• Effective customer care service is the key
reason for providing consumer satisfaction to the
full (Abd-El-Salam et al. 2013).
• It helps the researcher to understand the factor
influencing or affect in providing consumer
satisfaction (Zena and Hadisumarto 2013).
• Researcher study for organisational initiatives to
provide effective customer services for customer
retention.

Literature Review
• Customer service is the main provision of the offers to the
consumers at the time and after the purchase (Pulles et al.
2016).
• Every individual employee of the organisation should be
dedicated to recognise the agenda for assuring
organisational growth (Izogo and Ogba 2015).
• The organisation concentrates on the present information
about the type of customer market and their niche for better
performance (Kaura, Prasad and Sharma 2015).
• Effective customer services is the type of measure that
demonstrates the process of the linking between products
and services (Kibbeling et al. 2013).

Literature Review cont.
• Understanding the customer needs is a crucial factor for the
companies (Cao, Ajjan and Hong 2018).
• No matter the size, the employees and the leaders must
take decisions with proper caution and the right choice for
the investment (Izogo and Ogba 2015)..
• Proper knowledge of the employees will help to build a
strong communication between employees and the
consumers.
• For instance, retailers are considered as the unit to build
effective communication with the consumers as they are the
last chain within the entire distribution channel (Abd-El-Salam
et al. 2013).

Aims and Objectives
• The paper aims to describe the effect of customer
service on building effective consumer
relationship.
• The objectives of the research are
- To research about the definition of customer
service.
- To find out the definition of consumer satisfaction.
- To investigate the impact of customer service on
ensuring complete consumer satisfaction.

Research Questions
• How can be the term customer service defined?
• What is implemented by the term customer
satisfaction?
• What is the impact of effective customer service
on complete customer satisfaction?

Research Methodology
• Research Philosophy
Ontology – Realism, depends on the thoughts of
researchers on the topic of training as well as
development.
Epistemology – Authoritarian knowledge depended on
research information along with books.
• Research Strategy
The research will follow a qualitative secondary collection
of existing literary sources on training and development.

Research Methodology Cont.
• Qualitative vs. Quantitative
- Qualitative analysis refers to gather textual information as done
in this paper.
- Quantitative analysis refers to investigate about any particular
organisation with conducting research activities including
interview and survey.
• Time Horizon
- Cross-sectional horizontal time is used for the research.
• Sampling Method
- Reliable literary resources were selected for this research work.

Reference List
• Abd-El-Salam, E.M., Shawky, A.Y. and El-Nahas, T., 2013. The impact of corporate image and reputation on
service quality, customer satisfaction and customer loyalty: testing the mediating role. Case analysis in an
international service company. The Business & Management Review, 3(2), p.177.
• Cao, Y., Ajjan, H. and Hong, P., 2018. Post-purchase shipping and customer service experiences in online
shopping and their impact on customer satisfaction. Asia Pacific Journal of Marketing and Logistics.
• Izogo, E.E. and Ogba, I.E., 2015. Service quality, customer satisfaction and loyalty in automobile repair
services sector. International Journal of Quality & Reliability Management.
• Kaura, V., Prasad, C.S.D. and Sharma, S., 2015. Service quality, service convenience, price and fairness,
customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank
Marketing.
• Kibbeling, M., Van Der Bij, H. and Van Weele, A., 2013. Market orientation and innovativeness in supply
chains: Supplier's impact on customer satisfaction. Journal of Product Innovation Management, 30(3),
pp.500-515.
• Pulles, N.J., Schiele, H., Veldman, J. and Hüttinger, L., 2016. The impact of customer attractiveness and
supplier satisfaction on becoming a preferred customer. Industrial marketing management, 54, pp.129-
140.
• Zena, P.A. and Hadisumarto, A.D., 2013. The study of relationship among experiential marketing, service
quality, customer satisfaction, and customer loyalty. Asean marketing journal.