Industry Research Project: Customer Satisfaction at Robbie Barker Hair

This report examines the issue of declining customer satisfaction at Robbie Barker Hair, a hairdressing salon in Melbourne, Australia. The research investigates the factors contributing to customer dissatisfaction, including inadequate infrastructure, lack of awareness regarding services, and poor responsiveness to customer needs. The study employs a qualitative research method, utilizing questionnaires and literature review to gather data and analyze the causes of customer dissatisfaction. The report explores the impact of infrastructural facilities, promotional activities, and marketing strategies on customer awareness and satisfaction. The findings aim to identify the main causes of poor customer satisfaction and provide recommendations to enhance the customer experience, ultimately improving the salon's performance and customer loyalty. The research includes a literature review, research questions, research methodology, and ethical considerations.

LACK OF CUSTOMER
SATISFACTION AT ROBBIE
BARKER HAIR
Name…………….
Student ID No…….

 Robbie Barker Hair is hairdressing
salon
 Operated in Melbourne, Australia
 Provide quality service and follow
with the trend
 Employees- 25 exceptional
employees (Bookwell, 2019)
 Offer haircuts, hair color and other
services
INDUSTRY
PARTNER

 Major problem in the current year
which Robbie Barker Hair faced is
lack of customer satisfaction.
 This is due to various factors such as
“lack of infrastructural facilities”,
“lack promotional activities” and
“lack of responsiveness”.
RESEARCH
PROBLEM

 More customers decreases in the
month of September
 Less awareness about the new
services and offers provided by salon
 Profits affect negatively and
consumers reduce in high ratio
 Problem about “lack of customer
satisfaction”
 Examined by more of the negative
CONTINUE..

CONTINUE..
July August September October November December
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Series1

Main aim is to enhance the customer satisfaction
by examining the factors which contribute to poor
customer satisfaction.
To achieve the major aim various sets of
objects are:-
 “To examine the main cause behind the poor
satisfaction of consumers”
 “To investigate the adequate infrastructural
activities role for improving customer satisfaction”
 “To analyze the promotion as well as marketing
impact on consumer awareness about the
services of salon”
RESEARCH AIM

Independent variables
 Inadequate Infrastructure
 Lack of awareness
 Lack of responsiveness
Dependent variables
 Lack of customer satisfaction
VARIABLES

CONCEPTUAL
MAP

Inadequate Infrastructure
 50% of the revenue decrease due to less
infrastructure facilities
 Efficient equipments and adequate
infrastructure facilities play major role
because of changing behavior of
customers.
 Lack of infrastructure facilities reduces
the consumer satisfaction (Kasiri et al.,
2017).
LITERATURE
REVIEW

Lack of awareness
 Social media supports in increasing
customer satisfaction and less use of
application decrease customer loyalty.
 Less marketing activities leads lack of
customer satisfaction due to less
knowledge and information about product
and services (Iglesias et al., 2019).
 Lack of awareness reduces customer of
company
CONTINUE..

Lack of responsiveness
 Lack of responsiveness cannot
focuses on needs and requirement of
the customers.
 It does not work on customer
feedback and not use advanced
equipments and structure (Agus,
2019).
 Lack of responsiveness increase
CONTINUE..

Lack of Customer satisfaction
 Different factors influence customer
satisfaction such as price, quality,
responsiveness, marketing activities
and organizational infrastructure.
 Customer satisfaction allow the
company to earn long term success
(Yeo & Park, 2019)
 Customer’s dissatisfaction rise
CONTINUE..