Customer satisfaction in business organizations - Case study of Prisma (A subsidiary of KPO)

Abstract

Customer satisfaction is can be seen as one of the main instruments that ensure the existence and survival of a business organization. It is very important for the business organizations to consider offering what the customers want rather than offering quality goods and services which may not meet up with the customers’ expectation. Therefore, business organizations have to possess a framework in their organizational structure towards satisfying their customers so that they can maintain their existence, survival and success. Satisfying a customer today leads to retention and attraction of new customers as a result of the current customers of the business organization being satisfied. In this same vein, this thesis focuses on how business organizations could satisfy their customers in order to lead to their long life success. The case study company is Prisma a Subsidiary of KPO which is a hypermarket that sells varieties of consumable goods, consumer durables and services to their customers. Prisma KPO also operates in other towns in the region of the Central Ostrobothnia in Finland.

In the thesis serious theoretical analysis and explanation was carried out in order to shine more light on how to go about satisfying customers. It analyzed the process that businesses could take towards satisfying customers, the difficulty that could be encountered when striving to satisfy customers and the advantages that could emanate from satisfying customers and how to improve on customer satisfaction or dissatisfaction. The thesis also uses a questionnaire and interviews in the process of researching for customer satisfaction feedback for the case study company and the research shows that customers are satisfied to an extent but there are some needs of the customers that still have to be met.