Effective Communication Strategies for Customer Satisfaction Report

This report delves into the crucial relationship between organizational communication and customer satisfaction. It begins by outlining the objectives, research questions, and hypotheses that guide the investigation, focusing on how effective communication can boost productivity and customer satisfaction. The report reviews relevant literature, emphasizing the importance of employee motivation and its impact on customer loyalty and organizational success. It discusses the research methodology employed and concludes by highlighting how improved organizational communication enhances employee performance and, consequently, elevates customer satisfaction. The report references several academic sources to support its findings, providing a comprehensive overview of the topic.

Role of organizational
communication in increasing
customer satisfaction

Introduction
The objective of the management of business
organization should be to enhance the overall
performance in order to satisfy the needs of
the customers to achieve more profitability
and also to achieve more recognition in the
market of operation.

Aim and objectives
Aims
The aim of this research is to determine how
communication within the workplace can help
to increase the level of satisfaction among the
customers of the company.
Objectives
How effective communication in organization
can improve productivity.
How effective communication within
workplace can increase the customer
satisfaction.

Research questions and hypothesis
Research questions
RQ1 How effective communication within the
workplace can increase overall performance
of the company?
RQ2 How organizational communication can
improve the level of satisfaction among the
customer base of the organization?

Research questions and hypothesis
H0 Effective communication within
workplace cannot improve the customer
satisfaction.
H1 Effective organizational communication
can increase customer satisfaction.

Relevant literature
review
There are two motives of organizational communication.
To provide necessary information to the general workforce
regarding their roles and responsibilities to increase their
overall performance.
The second motive is to increase the customer satisfaction
level by delivering them quality products by increasing the
level of performance o the employees.
The management of the business organizations should try
to improve the level of motivation among the workforce by
using communication within the workplace as an effective
tool and also by using various reward and recognition
procedure and use various motivational theories to
increase the performance level of the employees.

Relevant literature
review
It would be important for the business
leaders to understand the fact that in
contemporary times if they become unable to
make their target customers to get loyal
towards their organization, the business
might get exposed to a great threat and that
can effectively harm the profitability of the
organization.

Research methodology
Research philosophy Positivism
Research approach Deductive
Research method Primary for data collection and
secondary for literature review
Sampling 50 general employees of an
organization and 10 managers of
that particular business
organization

Conclusion
The management of the business
organization should enhance organizational
communication to enhance productivity by
securing the motivation of the employees.
Increased motivation of the employees will
surely help to increase the satisfaction level
of the customers of the organization

References
Kwiatkowski, Cezary. "Effective Communication as a Major Key to
Successful Organizational Change." Journal of Quality and Environmental
Studies 7.2 (2017): 22-29.
Mackey, Alison, and Susan M. Gass. Second language research:
Methodology and design. Routledge, 2015.
Malhotra, Neeru, and Anna-Lena Ackfeldt. "Internal communication and
prosocial service behaviors of front-line employees: Investigating mediating
mechanisms." Journal of Business Research 69.10 (2016): 4132-4139.
Mathe, Kimberly, Sheila Scott-Halsell, and Mary Roseman. "The role of
customer orientation in the relationship between manager communications
and customer satisfaction." Journal of Hospitality & Tourism Research 40.2
(2016): 198-209.
Saini, Gordhan K., et al. "Role of Empathy and Customer Orientation in Job
Satisfaction and Organizational Commitment." NMIMS MANAGEMENT
REVIEW 34.2 (2017): 12-28.
Silverman, David, ed. Qualitative research. Sage, 2016.

Thank you