The impact of goods customer service and customer satisfaction in a business environment

Abstract

The purpose of this thesis was to point out how good customer service/customer satisfaction has an impact on a business environment. With the rise of the business world, customer service has become a brand-new factor that drives businesses. Customers are important organizational stakeholders since no business can survive without customers. The goal of each enterprise is to urge, keep, and grow its customer base, thanks of this, customer satisfaction should be a priority for any organiza-tion and its management. Organizations provide services additionally to most products or services they provide. This extra service rendered becomes a facet of customer satisfaction and therefore the quality of the service rendered is expounded as customer satisfaction.

The objective of this study was to know the link between customer service and customer satisfac-tion, to know the worth placed by customers on services offered to them, to urge possible sugges-tions on a way to improve and develop the customer service strategy to enhance customer satisfac-tion.

The theoretical framework focused on introducing customer service, defining customer service satisfaction, and examining the importance of customer service satisfaction and the business environment. The method of research used was the quantitative research method where questionnaires with both open-ended and closed-ended questions were sent to the customers of Mitanyen Credit Union Limited. The results acquired from the questionnaires sent out will help Mitanyen Credit Union Limited to improve their customer service/ customer satisfaction.