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Service Experience Essay Example
2971 words 11 pages

Increasing competition in the world is forcing businesses to pay much more attention to satisfying customers. A product possesses quality if a customer is satisfied with it. Unfortunately besides some giants in our market no body pay attention to wining customer not just to make money but to make them a long term profit and […]

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Competition Customer Customer Satisfaction Experience Service
Crm in Banking Sector Essay Example
2575 words 10 pages

The Institute of Management Technology in India and Stamford University in Bangladesh conducted a study on the determinants of retail banking performance, focusing on customer satisfaction and relationship marketing. The study examined literature and empirical research using data from 555 customers to understand the factors that contribute to banking services satisfaction, which is now being […]

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Banking Customer Satisfaction Marketing Research
Employees Are More Important Than Customers Essay Example
4124 words 15 pages

Introduction Regardless of one‚Äôs background, it is difficult to prioritise between employees and customers in the services arena. Both parties prove vitally important in the business operations of a service provider; however this document strives to explore both ends of the debate, that is, the overarching importance of employees and customers. Significant research has been […]

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Business Process Customer Satisfaction Employee Marketing
Shouldice Hospital Case Essay Example
2744 words 10 pages

1. How well is the Shouldice Hospital doing? From our point of view, Shouldice Hospital is very successful and is getting more popular. This can be concluded according to the following facts, which we took out of the ‚ÄúShouldice Hospital Limited‚ÄĚ case: -‚ÄúUnder Dr. Obney‚Äôs leadership, the volume of activity continued to increase, reaching a […]

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Customer Satisfaction Hospital Performance Appraisal
Customer Satisfaction Essay Example
9870 words 36 pages

Customer satisfaction and retention: the experiences of individual employees The Authors Ove C. Hansemark, Ove C. Hansemark is based at the Department of Work, Economics, and Health, University of Trollhattan/Uddevalla, Uddevalla, Sweden. Marie Albinsson, Marie Albinsson is based at the Department of Work, Economics, and Health, University of Trollhattan/Uddevalla, Uddevalla, Sweden. Abstract The purpose of […]

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Customer Customer Satisfaction Personal Goals
Review of Literature About Online Banking and Customers Satisfaction Essay Example
1088 words 4 pages

Online banking first introduced in the UK was early 1990s when number of banks conduct test with their own Internet services. The first major financial institutions to offer a web-based banking service in the UK was Nationwide Building Society‚Äôs Online Banking websites, launched in May 1997; the first bank to offer current account services over […]

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Bank Banking Customer Customer Satisfaction Internet Literature
Service Failure Recovery Essay Example
1586 words 6 pages

Although customer satisfaction is one of the ultimate goals of this company it is not always successful in achieving this. Service failures will always occur due to the nature of the business that we are in. This report reviews existing literature on the subject and shows that there have been many different philosophies written on […]

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Business Process Customer Satisfaction Failure Price Service
Balanced Scorecard: Translating Strategy into Performance Essay Example
643 words 3 pages

The Balanced Scorecard goes beyond being just a motivational tool for employees within a company. It enables businesses to improve their success by utilizing parameters inherent in day-to-day operations, which are often overlooked but form the foundation. BSC empowers companies to bring about change in specific targeted areas. As companies become more customer-focused, it is […]

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Balanced Scorecard Customer Satisfaction Human Resources Leadership Strategy
Performance and quality control Essay Example
437 words 2 pages

The following content addresses different measures that can be adopted to improve project performance and quality issues that arise during its implementation. It is highly recommended that the hotel industry consider the listed options below. For Nirvana expansions, active control over the performance control mechanism is crucial for managers. Since Nirvana is controlled by both […]

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Business Process Customer Satisfaction Evaluation Performance Qualities
The Link with Business Strategy Essay Example
644 words 3 pages

Total annual turnover is higher, at an average of 45 percent, for centers that utilize a production line approach to service when compared to centers that follow a high involvement approach where the average turnover is 25 percent. Additionally, employee quit rates are higher in production-line centers with an average of 23 percent, whereas high […]

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Customer Satisfaction Employment Organizational Culture Strategy
Analysis of Siemens Case Study Essay Example
614 words 3 pages

Unlike products, services cannot be easily replicated. This is why having a strong service offering is crucial for maintaining a competitive advantage in the Chinese market and beyond. Our first priority was to develop a strategy for becoming the top service provider both in China and globally. The next step was selecting the right individuals […]

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Customer Satisfaction Marketing Study
Customer Satisfaction Argumentative Essay Example
845 words 4 pages

The initial objective and aim are interconnected and attainable through similar actions. Moreover, accomplishing these targets can lead to the attainment of other objectives. Jaguar’s second objective is to enhance quality and customer satisfaction, which they are accomplishing through various means. Among their efforts, they offer plant tours in which customers who have ordered a […]

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Business Process Cars Customer Customer Satisfaction
Evaluation of the existing operations Essay Example
2911 words 11 pages

Introduction The study begins by examining the operations and advancements in different countries within the Bing system. It also identifies existing issues and suggests modern approaches to overcome them. The focus of the work is analyzing TBS Publishers Distributors’ operations. Methodology The main source of information for this assignment is firsthand experiences. The author personally […]

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Business Process Customer Satisfaction Evaluation Quality Management
Service Quality In Passenger Transport Tourism Essay Example
2281 words 9 pages

The economic development of any state mostly depends on the conveyance activities. Among the assorted manners of conveyance available, the route based conveyance is widely accepted because of its curious advantages. In India public route conveyance services are provided both by the State Road Transport Undertakings ( SRTUs ) and private operators. Customer satisfaction is […]

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Business Process Customer Customer Satisfaction Qualities Service
Study The Customer Satisfaction And Loyalty Tourism Essay Example
3166 words 12 pages

In 2006, a survey conducted by Zoe S. Dimitriades examined client satisfaction and trueness in service organizations. It was found that client trueness is a result of satisfaction, although it should be noted that they are different measures of company performance. Customer satisfaction can be influenced by both tangible products and service experiences, with the […]

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Business Process Customer Customer Satisfaction Study
The Technology Update Accelerates Tourism Essay Example
8492 words 31 pages

Introduction Nowadays skilled employees go more and more of import, because of service quality as an attitude, it is straight affect the clients ‘ satisfaction ( Robinson, 1999 ) . There are tonss of rival come from everyplace, so it become globally competitory service industries. And for guest satisfaction, we should accomplish a quality service […]

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Customer Satisfaction Malaysia Research Technology
Operational Excellence Essay Example
819 words 3 pages

Capitec¬†Bank¬†is¬†a¬†commercial¬†Bank¬†based¬†in¬†South¬†Africa.¬†The¬†Bank¬†is¬†licensed¬†locally¬†and¬†controlled¬†by¬†the¬†Reserve¬†Bank¬†of¬†South¬†Africa.¬†It¬†has¬†been¬†rated¬†first¬†in¬†matters¬†concerning¬†customer¬†satisfaction¬†as¬†per¬†the¬†results¬†provided¬†by¬†the¬†South¬†African¬†National¬†Banking¬†Regulators¬†of¬†the¬†year¬†2015.¬†As¬†per¬†the¬†International¬†Banking¬†advisory¬†groups,¬†Capitec¬†Bank¬†has¬†been¬†said¬†to¬†be¬†the¬†best¬†bank¬†in¬†the¬†World.¬†The¬†operations¬†of¬†the¬†bank¬†are¬†in¬†the¬†form¬†of¬†a¬†local¬†Bank,¬†and¬†it¬†serves¬†individuals¬†as¬†well¬†as¬†businesses.¬†However,¬†the¬†bank¬†usually¬†does¬†not¬†provide¬†banking¬†for¬†firms¬†that¬†are¬†close¬†corporations.¬†Capitec¬†has¬†more¬†than¬†668¬†branches¬†in¬†South¬†Africa,¬†and¬†it¬†has¬†more¬†than¬†6million¬†customers.¬†A¬†good¬†number¬†of¬†his¬†clients¬†are¬†also¬†using¬†the¬†online¬†system¬†of¬†banking.¬†Capitec¬†has¬†a¬†provision¬†of¬†innovative¬†transactions,¬†savings¬†as¬†well¬†as¬†unsecured¬†credit¬†cards¬†to¬†their¬†customers.¬†Its¬†business¬†building¬†blocks¬†are¬†affordable,¬†readily¬†available,¬†and¬†simple. One¬†of¬†the¬†best¬†strategies¬†to¬†ensure¬†that¬†an¬†organization¬†achieves¬†its¬†objectives¬†is¬†guaranteeing¬†a¬†smooth¬†flow¬†of¬†customers¬†to¬†the¬†business.¬†Therefore,¬†scheduling¬†of¬†staff¬†at¬†respective¬†branches¬†to¬†meet¬†the¬†client¬†needs¬†should¬†be¬†the¬†center¬†of¬†focus.¬†When¬†the¬†bank¬†has¬†an¬†accurate¬†forecast,¬†the¬†level¬†of¬†services¬†will¬†always¬†be¬†high,¬†and¬†the¬†demands¬†of¬†their¬†customers¬†will¬†be¬†met.¬†¬†Most¬†of¬†the¬†requests¬†made¬†to¬†the¬†bank¬†as¬†well¬†as¬†clients¬†will¬†also¬†be¬†served¬†within¬†a¬†short¬†time.¬†In¬†cases¬†where¬†wrong¬†forecasts¬†and¬†also¬†the¬†subsequent¬†scheduling¬†are¬†wrong,¬†a¬†lot¬†of¬†time¬†will¬†be¬†taken¬†in¬†getting¬†the¬†clients¬†served. Scope¬†and¬†Objectives¬†of¬†the¬†Report The¬†primary¬†objective¬†of¬†this¬†report¬†is¬†to¬†find¬†a¬†strategy¬†that¬†can¬†be¬†used¬†to¬†curb¬†any¬†form¬†of¬†inefficiency¬†that¬†may¬†lead¬†to¬†customer¬†and¬†staff¬†dissatisfaction.¬†This¬†is¬†because¬†once¬†the¬†staffs¬†are¬†not¬†comfortable¬†with¬†their¬†work;¬†it¬†becomes¬†difficult¬†for¬†them¬†to¬†offer¬†standard¬†quality¬†services¬†to¬†the¬†customers¬†as¬†expected.¬†Therefore,¬†Kaizen‚Äôs¬†toolkit¬†of¬†continuous¬†improvement¬†comes¬†in¬†handy¬†as¬†the¬†best¬†and¬†viable¬†solution¬†that¬†should¬†be¬†used¬†to¬†solve¬†the¬†problems¬†that¬†the¬†bank¬†is¬†currently¬†facing. As¬†outlined¬†by¬†the¬†Kaizen‚Äôs¬†toolkit¬†of¬†continuous¬†improvement,¬†organizations¬†have¬†a¬†significant¬†role¬†in¬†ensuring¬†that¬†there¬†is¬†a¬†high¬†level¬†of¬†efficiency¬†in¬†operations.¬†Given¬†that¬†Capitec¬†Bank¬†is¬†focused¬†on¬†offering¬†quality¬†and¬†timely¬†services¬†to¬†its¬†customers¬†(such¬†as¬†depositors),¬†it¬†is¬†necessary¬†to¬†ensure¬†that¬†all¬†factors¬†have¬†been¬†taken¬†into¬†consideration¬†to¬†guarantee¬†continuous¬†improvement.¬†Therefore,¬†the¬†primary¬†goal¬†is¬†to¬†make¬†sure¬†that¬†there¬†is¬†a¬†constant¬†rate¬†of¬†improvement¬†in¬†the¬†way¬†the¬†operations¬†are¬†conducted¬†as¬†this¬†directly¬†leads¬†to¬†customer¬†satisfaction;¬†hence,¬†the¬†majority¬†of¬†them¬†will¬†be¬†served. Another¬†objective¬†is¬†to¬†use¬†operational¬†efficiency¬†as¬†a¬†strategy¬†of¬†ensuring¬†that¬†the¬†customers¬†are¬†satisfied¬†with¬†what¬†is¬†being¬†offered¬†as¬†services.¬†Through¬†this,¬†sustainable¬†development¬†and¬†a¬†large¬†customer¬†base¬†will¬†be¬†guaranteed.¬†Nevertheless,¬†the¬†management¬†must¬†study¬†the¬†customer¬†patter¬†of¬†other¬†rival¬†banks¬†and¬†ensure¬†that¬†they¬†have¬†contained¬†any¬†form¬†of¬†adversary¬†that¬†can¬†lead¬†to¬†customer¬†dissatisfaction.¬†Moreover,¬†the¬†management¬†will¬†have¬†to¬†set¬†priority¬†goals¬†geared¬†towards¬†understanding¬†the¬†needs¬†and¬†expectations¬†of¬†their¬†customers¬†as¬†well¬†as¬†the¬†workers.¬†If¬†the¬†customer¬†service¬†staff¬†members¬†are¬†not¬†motivated,¬†it¬†will¬†be¬†difficult¬†for¬†the¬†whole¬†team¬†to¬†meet¬†client¬†needs. Measurement¬†and¬†Metrics:¬†Before¬†And¬†After Customer¬†flow¬†can¬†only¬†increase¬†if¬†the¬†banks‚Äô¬†staff¬†has¬†the¬†morale¬†to¬†work¬†and¬†that¬†there¬†is¬†constant¬†motivation.¬†However,¬†given¬†that¬†this¬†variable¬†has¬†been¬†neglected¬†for¬†some¬†time¬†by¬†the¬†management,¬†the¬†bank¬†has¬†been¬†having¬†a¬†low¬†customer¬†turnout.¬†Nevertheless,¬†after¬†applying¬†the¬†principles¬†of¬†operational¬†excellence,¬†there¬†have¬†been¬†noticeable¬†changes¬†in¬†the¬†operation¬†and¬†performance¬†of¬†Capitec¬†Bank¬†(Bessant, &¬†Francis,¬†2013).¬†The¬†bank¬†has¬†ensured¬†customers¬†are¬†fully¬†satisfied,¬†and¬†there¬†is¬†an¬†increase¬†in¬†their¬†productivity.¬†Before¬†the¬†new¬†system,¬†customers¬†used¬†to¬†wait,¬†and¬†in¬†the¬†branches,¬†the¬†experience¬†has¬†been¬†important¬†metrics¬†for¬†the¬†retail¬†banking.¬†Once¬†the¬†management¬†has¬†considered¬†it¬†necessary¬†to¬†incorporate¬†anyone‚Äôs¬†opinion¬†in¬†decision-making,¬†personal¬†discipline¬†amongst¬†the¬†employees,¬†and¬†teamwork,¬†it¬†will¬†be¬†possible¬†for¬†the¬†clients‚Äô¬†needs¬†to¬†be¬†met.¬†Moreover,¬†the¬†workers¬†should¬†be¬†given¬†a¬†chance¬†to¬†continue¬†with¬†their¬†improvement¬†programs¬†in¬†terms¬†of¬†taking¬†time¬†with¬†the¬†customers¬†and¬†offering¬†suggestions¬†instead¬†of¬†just¬†focusing¬†on¬†serving¬†them. The¬†Current¬†State¬†of¬†Operation Capitec Bank has a significant problem in ensuring that its operations have been carried out as required. This is because it is facing stiff competition from its rivals given that they have an efficient mechanism in handling their customers. Such competitors have ensured that the […]

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Bank Customer Customer Satisfaction Excellence
Delivering Customer Service Essay Example
1297 words 5 pages

Starbucks Corporation buys and roasts whole bean coffees. It also sells freshly brewed coffee, drinks, complimentary food items, coffee-related accessories and equipment, high-quality teas, and a range of compact discs. These products are mainly sold through the company’s retail stores. Starbucks places a higher value on individuals rather than their products. They believe that by […]

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Customer Customer Satisfaction Drink Service Starbucks
Using the Gaps Model of Service Quality to Understand and Manage Service Quality Essay Example
1996 words 8 pages

Servicers in the markets always face the challenge from the judgment of service quality by customers. Service quality, generally is taken satisfy customers into account, so that it is a critical factor from the perceptions of customer. It is the primary goal to providing a high quality service and customer satisfaction of the service industry […]

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Business Process Customer Satisfaction Marketing Model Qualities Service
Customer Centricity Persuasive Essay Example
469 words 2 pages

We have embarked on this journey to make Customer Centricity the business model for how we operate. You would have recently gone through the Customer Centricity Training. Customer Centricity is a continuous journey to keep Customers at the center of everything we do. By seeing PNB MetLife through our customers’ eyes and reducing the effort […]

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Customer Customer Satisfaction Leadership
Citibank Performance Evaluation Essay Example
1450 words 6 pages

The case discuses about the evaluation of performance of James McGaran, Branch Manager of Citibank in Los Angeles by his Area Manager, Lisa Johnson, and the discrepancies that crept in during the evaluation process. In the case, it can be seen how Lisa Johnson had failed to reflect some of the performances properly leading to […]

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Balanced Scorecard Banking Customer Satisfaction Performance Performance Appraisal
Patient Satisfaction Research Essay Example
3140 words 12 pages

The purpose of this paper is to gain an understanding of Patient Satisfaction Research in health care. By understanding the definition of patient satisfaction as well the use of patient satisfaction surveys in health care, others will be able to comprehend how managers of Health Care Organizations use the scores to improve the quality of […]

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Customer Satisfaction Health Care Patient Research

Popular Questions About Customer Satisfaction

What is customer satisfaction and why is it important?
Customer satisfaction is so important because without a high degree of it, profits can be lower and harder to generate. Statistics have shown that a business with high customer satisfaction is likely to generate up to 18 times more revenue than a company with a very low customer satisfaction rate. A
What does customer satisfaction stand for?
Customer satisfaction (often abbreviated as CSAT) is a measurement of how happy (or unhappy) customers are with a company's products, services or experience. Customer satisfaction consists of a customer's perceived quality, value and expectations of your company and what you offer.
What do you mean by customer satisfaction?
Customer satisfaction means that at the end of a transaction a customer has no unresolved questions or complaints.
What are the factors affecting customer satisfaction?
Following are the important factors that could affect customer satisfaction: Departmentwise capability of the supplier. Technological and engineering or re-engineering aspects of products and services. Type and quality of response provided by the supplier.
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