Customer Satisfaction in Tom Consultancy Limited

Abstract

This research is based on the topic of customer satisfaction in Tom Consultancy Limited. The research is based on qualitative research methodology. The research involves the use of both primary and secondary data. The secondary data has been gathered from different secondary sources including journals, articles, books and others. In order to gather secondary data, the employees of Tom Consultancy Limited were approached. There were 10 employees who participated in the interview process. The participants signed the consent form that entailed that they agree to participant in the survey on their own will. The findings of the study have demonstrated that customer satisfaction plays a critical role in the current business environment. Tom Consultancy Limited can improve its customer service by focusing on the individual needs of companies in different sectors. The company is required to develop separate customer satisfaction strategies and procedures for customers in different business sectors.

Research proposal

Introduction to the Study

One of the main objectives of every business is to maintain and achieve customer satisfaction. Customer satisfaction plays an important role in the success of a business since it is one of the main factors on which business's success is dependent. Customer satisfaction refers to the degree of happiness and satisfaction that a customer gets from the consumption of a good or service. The reason why businesses tend to make customer satisfaction as their integral objective is because customer satisfaction leads to brand loyalty.

Background of the Study

Since several years, academics and practitioners have focused on studying organisations. In the current century, organisations are not only focusing on managing transactions but also relationships. They are achieving this goal by focusing on quality service. Quality service has become an important criterion for the success of several businesses. The application of strategic customer relationship management in businesses is growing rapidly. Strategic human resource management allows organisations to deliver quality service (Buell, Campbell & Frei, 2010).

The importance of customer satisfaction was realised long ago. However, previously, the concept of customer satisfaction was very limited. It involved the execution of different tasks by employees (Junaid-ul-haq, Ijaz & Mehmood, 2011). The focus of customer satisfaction, at that time, was more on employees than customers. With the passage of time, a number of changes took place in the concept of customer service management. With an increase in foreign competition and complexity of external factors, companies began to realise the importance of customer satisfaction. In addition, companies also started to understand the importance of different factors including quality, service, and price (Tu, Mei-Lien & Chih, 2011).

The trend of customer satisfaction has again shifted. In the current environment, companies need to focus on quality and customer satisfaction in order to survive, compete, and succeed. In the current century, customer retention and loyalty are foundations for businesses (Keh & Pang, 2010). Customer satisfaction is considered to be a combination of good quality as well as customer satisfaction. Customer satisfaction has become a very critical concept in the current ...