Leadership's Role in Customer Satisfaction: Hell Kohimarama Branch

This report examines the impact of leadership on customer satisfaction at Hell Kohimarama. The study uses an inductive approach, collecting primary and secondary data, including a survey of 50 consumers. The findings suggest that leadership is crucial for improving customer satisfaction. The report includes an introduction to Hell Pizza, a literature review on leadership and customer satisfaction, a detailed methodology section outlining the research approach, data collection methods, and ethical considerations. It concludes with recommendations for enhancing leadership skills to positively affect customer satisfaction. Desklib provides a platform for students to access similar solved assignments and study tools.

Running head: 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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