The effect of customer service on customer satisfaction : Case study: Azire Cooperative Credit Union Limited (AZiCCUL)
Chualac, Petra (2018)
Chualac, Petra
Centria-ammattikorkeakoulu
2018
Creative Commons Attribution 3.0 Unported
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018061714001
https://urn.fi/URN:NBN:fi:amk-2018061714001
Tiivistelmä
In a competitive marketing place, understanding customer needs is very crucial, therefore, companies and banks in this case have moved from a product-centric to a customer- centric position. Customer satisfaction is influenced by the type of service provided. High level of customer satisfaction brings about several positive aspects of the company. Any company that has satisfied customers is bound to increase customer base and hence profitability. It is therefore important that service industries provide quality service to customers to satisfy them, make them loyal and retain them at the end.
customer service is the critical factor for success in a business and must be better than its competitors if your business is to attract and retain customers. In the simplest way, customer service means going out of your way for the customer, doing everything possible to satisfy the customer and making deci-sions that benefits the customer, sometimes even at the expense of the business. Customer satisfaction is therefore, the customer’s perception that his or her expectations have been met or surpassed.
Providing good services such as education on product, staff attitude, more staff to enhance fast work and turnaround time etc. are strategies the bank can use to improve it service quality as a greater per-centage of customer’s satisfaction solely depends on it. However, the researcher’s main findings were centered around know the relationship each variable holds with the other and how it can be enhanced.
customer service is the critical factor for success in a business and must be better than its competitors if your business is to attract and retain customers. In the simplest way, customer service means going out of your way for the customer, doing everything possible to satisfy the customer and making deci-sions that benefits the customer, sometimes even at the expense of the business. Customer satisfaction is therefore, the customer’s perception that his or her expectations have been met or surpassed.
Providing good services such as education on product, staff attitude, more staff to enhance fast work and turnaround time etc. are strategies the bank can use to improve it service quality as a greater per-centage of customer’s satisfaction solely depends on it. However, the researcher’s main findings were centered around know the relationship each variable holds with the other and how it can be enhanced.