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Impact Of Customer Service On Customer Satisfaction

1576 Words7 Pages

CHAPTER ONE: INTRODUCTION
Background of the study
The impact of customer services is huge on customer satisfaction and loyalty. In order to understand these factors we need to explain the key words and their meanings. Customer satisfaction in other words emphasis on the high quality relationship with the customer, which in turn determines the satisfaction and loyalty of customer for services provider .The most important goal and objective of any organization is customer satisfaction and retention in long term attainment of the goal. Customer retention cost less than that of attracting new customer. A famous marketing theory of …show more content…

To identify the factors the creates dissatisfaction among the customers.

Research Questions:
This section deals with the formulation of the research question that will help to achieve the objectives of the study. These are:
1- What are the effect of customer services on customer satisfaction and loyalty?
2- How customer services effects the customer satisfaction and loyalty?
3- How customer services can be improved?
4- What customer services help to increase the customer satisfaction and loyalty?
5- How customer services determines the customer satisfaction and loyalty?

Significance of the study: This study examines the effects of customer services on customer satisfaction and loyalty Honda Atlas Cars Pakistan Limited. This study helps us to understand the impact of customer services in Honda Atlas as compare to the other organizations of the same field .This study will provide us the bases for the increasing of the customer services and their impact on customer satisfaction and loyalty. The findings of the study will help in better policy making and management in Honda Atlas Cars Limited Pakistan . This study will provide Honda Atlas …show more content…

By this we can say there is a direct relation with the customer service and satisfaction of the customer.
Relationship of customer services with loyalty:
Customer services have huge impact on loyalty of the customer. Customer services can enhance the behavior of customer to re buy the product like satisfaction the loyalty is also a post behavior of the customer. Loyal customer will be the one who has trust and full satisfaction about the product so both have positive relation. Effects of customer services on customer satisfaction and loyalty:
As both the variables has positive relation with customer services so customer services have huge impact on the satisfaction and loyalty both satisfaction and loyalty are post behavior of the customer if quality customer services are provided like warrantee, repairs insurance etc can attract the customer to re buy the same product his/her loyalty will definitely

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