Customer Satisfaction- Case study : HR Transport Agency.

Abstract

The objective of this research was to measure and assess the level of customer satisfaction for HR Transport Agency, to reveal problems that customers have come across and seek ways to improve products and services for this transport company. The theoretical framework focuses on Relationship marketing, customer satisfaction, the gap model, the kano model, Customer attraction, customer, retention, customer loyalty, Customer service quality model of Grönroos. The research was conducted by using questionnaires that were sent online to the Customers. The author was limited in data collection due to the Covid-19 situation. Out of a possible 8 participants the response rate was 62,5 %. The questionnaire consisted of 8 questions all of which were open-ended and required customer feedback. Previously There have not been any survey or studies regarding the product or services of the company. Even HR Transport Agency has never tried to identify the satisfactory level of their customers about their product or services through any survey or study. It is therefore not possible to mention any previous study in this context. The survey results indicated that the level of customer satisfaction for HR Transport Agency’s customers was good but not excellent and revealed inefficient customer service as the most likely cause for dissatisfaction. Customers suggested that more action be taken to improve customer service.