Understanding customer satisfaction based on the way they evaluate service delivery

Li, Jiqiu and Abarashi, Jamal (2018) Understanding customer satisfaction based on the way they evaluate service delivery. Applied Management Conference, Hamilton, New Zealand, 23-25 October, 2018.

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Abstract or Summary

With the development of society, the service industry has become the pillar of the world economy. People's demand for service products is getting higher and higher because people are becoming increasing lazy. Through this research, an immigration organisation showed most customers are not satisfied with the price of service, so the aim of the research is to understand customer satisfaction through their interaction with the service provider. This paper used qualitative method and unstructured interviews. Six interviewees obtained through email were used. The results showed that most customers are satisfied with member engagement in service delivery and credibility of the business, and that the organisation should improve staff response to customers’ questions. There are some recommendations. Firstly, that the company needs to have a strategy for training staff to improve customer satisfaction. Secondly, the organisation needs to think about how they can improve credibility because it is essential to customer satisfaction. Finally, the company needs to improve communication quality to reduce customer waiting time by increasing staff numbers for customer satisfaction.

Item Type:Paper presented at a conference, workshop or other event, and published in the proceedings
Keywords that describe the item:customer service, business
Subjects:H Social Sciences > HF Commerce
Divisions:Schools > Centre for Business, Information Technology and Enterprise > School of Business and Adminstration
ID Code:6498
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Deposited On:17 Dec 2018 23:37
Last Modified:17 Dec 2018 23:37

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