Effects of customer satisfaction on organisational performance of Telecom firms in Buea, Cameroon
Ngole, Emilia (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024061523446
https://urn.fi/URN:NBN:fi:amk-2024061523446
Tiivistelmä
Customer satisfaction in recent years has had a great impact on the organisational performance of many businesses and companies, failure to know how to satisfy customers can be too costly especially for telecom firms due to advancements in technology and customer service competition.
This study titled The Effects of Customer Satisfaction on Organizational Performance, case study Telecom Firms in Buea, Cameroon evaluates the effects of customer decisions because of their satisfaction or disconfirmation on the organisational performance of telecom firms in Buea, especially its marketing organisational performance.
The expectancy disconfirmation theory and the Zeithaml and Bitner model were discussed to see how they describe customer satisfaction and how organisations deal with such satisfaction issues.
The methodology used involved simple descriptive analysis with the help of Webropol to analyse the effect of customer satisfaction on organisational performance. The finding constitutes the fact that customers are barely satisfied with the telecom firms in Buea, a CSAT score of 52.66% falls short of the required range of 75 % – 85 %. This affects their organisational performance and is seen as a reason for the recent changes in the organizational performance of telecom firms.
It concludes by suggesting that, telecom firms in Buea should re-evaluate their prices, sensitize and educate their customer service to know better how to handle customers and they should innovate their products and services.
This study titled The Effects of Customer Satisfaction on Organizational Performance, case study Telecom Firms in Buea, Cameroon evaluates the effects of customer decisions because of their satisfaction or disconfirmation on the organisational performance of telecom firms in Buea, especially its marketing organisational performance.
The expectancy disconfirmation theory and the Zeithaml and Bitner model were discussed to see how they describe customer satisfaction and how organisations deal with such satisfaction issues.
The methodology used involved simple descriptive analysis with the help of Webropol to analyse the effect of customer satisfaction on organisational performance. The finding constitutes the fact that customers are barely satisfied with the telecom firms in Buea, a CSAT score of 52.66% falls short of the required range of 75 % – 85 %. This affects their organisational performance and is seen as a reason for the recent changes in the organizational performance of telecom firms.
It concludes by suggesting that, telecom firms in Buea should re-evaluate their prices, sensitize and educate their customer service to know better how to handle customers and they should innovate their products and services.