HND Business Project: Customer Satisfaction Impact on NHS Performance

This research project investigates the impact of customer satisfaction on the performance and growth of the National Health Service (NHS) in the UK. The project aims to identify the effectiveness of customer satisfaction levels among NHS clients, evaluate factors affecting organizational performance, and determine the impact of satisfaction on performance. Data analysis is conducted using a qualitative approach with thematic evaluation techniques. The research highlights themes related to service usage, satisfaction levels, patient treatment, cleanliness, and service quality compared to competitors. Recommendations are provided to the NHS, emphasizing continuous patient observation, feedback, and prioritizing patient needs to enhance service user attraction. This project offers valuable insights into improving customer satisfaction and organizational performance within the NHS, with more resources available on Desklib.

RESEARCH PROJECT
TO INVESTIGATE THE IMPACT OF CUSTOMER SATISFACTION ON THE PERFORMANCE AND
GROWTH OF ORGANIZATION- A CASE STUDY ON NHS, UK

TABLE OF CONTENT
Topics Page number
Introduction 3
Research objectives 4
Data analysis 5
Recommendations 11
References 12

INTRODUCTION
 Customer satisfaction is a vital term that identifies that how services which are
offered by company meet with their requirements.
 This kind of satisfaction level among service users can be attained by maintaining a
strong relationship with them.
 The present analysis is based on NHS (National Health Service) which provides
health services to their customers in United Kingdom.

RESEARCH OBJECTIVES
 To identify the effectiveness of customer’s satisfaction level among the clients of
NHS.
 To evaluate the factors which can affect the overall performance of a business
organization.
 To determine the impact of customer’s satisfaction level on the organizational
performance.

DATA ANALYSIS
 The data can be analysed on the basis of qualitative type of investigation so that
outcome can be achieved.
 The evaluation is an approach that can be used by researcher in order to get the results
as per the given set of standards.
 Here, thematic type of evaluation technique has been used where themes are coupled
with their graphical representation.

Theme 1: People use the services of national health services (NHS).

Theme 2: Respondents are highly satisfied with the medical services which
are provided by NHS.

Theme 3: Patients says service providers treat them in well appropriate
manner.

Theme 4: Cleanliness and work environment at care centre will affect the
satisfaction level of patients.

Theme 5: The current services of NHS are better than any other competitor.

RECOMMENDATIONS
Some recommendations are also given by the researcher to NHS so that
they will be able to attract many service users. These suggestions are as follows:
 First, the doctor should observe the behaviour of patients on continuous basis and
after conducting survey, feedback should also give to those so that their health can be
improved.
 Secondly, the manager of NHS should give the priority to their patients rather than
any other task.

REFERENCES
 Angelova, B. and Zekiri, J., 2011. Measuring customer satisfaction with service
quality using American Customer Satisfaction Model (ACSI Model). International
Journal of Academic Research in Business and Social Sciences. 1(3). p.232.
 Creswell, J. W., 2013. Research design: Qualitative, quantitative, and mixed methods
approaches. Sage publications.
 Flint, D.J., Blocker, C.P. and Boutin, P.J., 2011. Customer value anticipation,
customer satisfaction and loyalty: An empirical examination. Industrial marketing
management. 40(2). pp.219-230.