THE EFFECT OF ENHANCING CUSTOMERS SATISFACTION IN PRIVATE SECTOR

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THE EFFECT OF ENHANCING CUSTOMERS SATISFACTION IN PRIVATE SECTOR

(A case study of El-Shaddai Ventures and General Services Ltd)

ABSTRACT

This research is on effect of enhancing customers satisfaction in private sectors. This study sought to know how eager various private sectors and also how the quality of their service to humanity can be improved to meet to meet world standard. The purpose of this study is to enable the management of private sectors know the effectiveness of well restructured firm that are generally acceptable as such world standard motivate customers to patronize business venture of this kind because of some incentives and comfort they enjoy. More so this research is interested in knowing why some customers, who were deriving satisfaction from the goods and services of a certain company desire are no longer patronizing these company again.

CHAPTER ONE

1.0   INTRODUCTION

The need to access the performance of private sector arises in order to monitor the growth of the business. This is because the aim of a business is to make profit and if any company that is doing very well before is no longer meeting up with the demand and requirement of the customers, then there must be some certain factors that are responsible for such inability of the company to maintain their customers as usual. It is a common factor in Nigeria that a newly opened company that is expected to serve the masses with their products and service the masses with their products and services do not last before they close due to some ridiculous factors. These factors are classified into two they are internal and external factors.

Internal factors can be analyzed to be the strength and weakness of the firm. When talking about strength, the researcher means that factors that gives the organization certain advantage through competency of the organization in meeting the needs of the consumer. In any analysis, company strength should be market-oriented or customer focused because strengths are only meaningful when they support or assist the firm to meet the customers’ needs. In the other hand, weaknesses refer to any limitation a company face in developing or implementing a strategy. Weakness focuses on the factor or inability of the company that brings disadvantages in meeting the needs of the customer. Weakness should be examined from customers’ perspective because customers often perceive weaknesses that a company cannot see.

The following analysis are used to look at all internal factors that affect company.

1. Resources: Profitability, sales, product, quality, brand associations existing overall brand and employee capability.
2. Capability: Goal to identify internal strategic strengths, the external factor analysis examine opportunities and threat that exist in the environment. Both opportunity and threat exist independently of the firm. External factor refers to those events that exist in the environment whether the company exists or not.

The researcher want to fetch out some reasons why sector should tie their strength and weakness to the customers’ requirements, as it is this strength that relates to satisfying a customer’s needs that should be considered through core competencies.

In private sector there should be a qualify management system that will ensure settle workforce to improve the current competitive environment, not only retaining customers confident in product but also to have the benefit of efficiency and effectiveness which can come from the qualify management approaches.

1.1   BACKGROUND OF THE STUDY

The eagerness to improve that quality of goods and service has become imperative, this challenging and dynamic world due to the rapid development in technology globally. It is no longer advisable to keep to the old method of management system because it does not help in the development of an organization again compared to what is obtainable in other companies across the world where it is being operates. Customer satisfaction as a case study goes a long way to ventilate every aspect of business provided the business need customer for survival. The management of the organization should be all it takes to satisfy their customer if need be for constant patronage.

There are so many benefits to be derived from satisfying customer profit made form the goods and services most at times ploughed back into the business which improves the standard of products and services of an organization, profits are also used for the maintenance of machines for production and rendering of services to the customer. It also serves as basic source of income to the director of the company. Good quality service enables customer to derive maximum satisfaction from that product and services of the company, it also encourages them when they know that what they derived worth what they spent.

The improvement of good relationship with customers cannot be overemphasized as it is the customer that is the basic foundation of any business entity.

The researcher of this project wants to build sense of seriousness into the manager of companies in this country to always take the invention of new technology into their business action plans.

1.2   STATEMENT OF THE PROBLEM

Satisfaction has become imperative because of the downward trend in the standard of management process in the private sector.

Many private sector these days feel reluctant over the invention of mew technology that will enhance the resource for customer satisfaction and as a result their companies are gradually being abandoning by customers who go for new companies of the same kind with facilities of new modern technology that meet the demands of customer.

If the private sector should manage their company well by observing every modern change as concerning the nature of business they do and apply it overtimes, no new company with modern facilities will override them.

Base on this, the researcher held an interview with the director of El-shaddai ventures and general services L.t.d and it was gathered that the company had such experience. According to him “someone opened the nature of our business within the environment they came up with new modern technology that is of more advance than ours when lost to them and some whom we have but good relationship with do not patronize them even when we had technical also interrogated some customers concerning the service and the complaint was that most private sectors are not sincere in their dealings with their customers in business and type of act normally jeopardizes the growth and development of company.

The researcher sees it as very vital to write on this topic to help business men, women and organization at large to realize the mistakes that bring negative impact on business.

1.3   OBJECTIVE OF THE STUDY

The researcher wants to create public awareness on successful management that can be observed by baby companies, which will help them operate in line with the customer needs in other to achieve the goal of an organization. E.g.  

1. It is the planning, organizing, co-ordination, controlling of a business system in order to make profit.
2. Companies expect to buy and sale their basic raw-materials from this environment so that they minimized the cost of their overhead in production.

1.4   LIMITATION OF THE STUDY

It was not really easy to embark on this project due to certain impediments encountered in the course of gathering materials to accomplish this project work. The following are some limitations experience in the process:

1. Time factor: Securing of time to collect data for the process of this project was a great stress due to some surrounding circumstances.
2. Finance: Was also another problem encountered in the study. Furthermore, the cost of printing duplication and distribution of questionnaire were a bit capital intensive to incur easily.
3. Source of material: It has been so difficult to get to the source where materials for this profits are available. It really takes precious time, money and patience to be able to get the materials for this compilation. Also another constraint faced in the process of this study are the respondents as most of them find it very difficult to schedule time to fill the questionnaires.

1.5   SCOPE OF THE STUDY

The researcher focuses her findings in certain area of private sector that render computer service like business center, cyber café and alongside with buying and selling of products.  

1.6   SIGNIFICANCE OF THE STUDY

The researcher of the project believes that the study area of this project will help private sector to sit up and improve the management system. This study will also help to improve the supervisory roles of entrepreneur by setting up good measures to check mate the operation of the organization intermittently to enhance proper management. 

It will also assist the managers to direct the workers in their respective which they know best as to avoid un-satisfaction by the customers.

It will in the same vein enable the management to build good communication system, define and specify clearly to the understanding of the worker who is to do the job.

1.7   RESEARCH QUESTION

        The following questions were posed to guide the researcher:

1. What are your customer resources?
2. What is the average patronage of customers in your organization?
3. What do you think when you do it attracts customer to patronize your organization?
4. What is the rate of customers taste for product in your organization?
5. What is the complaint some customers mostly gives when they come to your organization.
6. Do customers find your organization reliable and worth coming often as they can?   
7. What do you think is the impact customer satisfaction has made in your organization.
8. How do you feel when customer is being offended in your organization and what is your action towards the offender?
9. How do you feel when customers are not patronizing as usual and what kind of measure do you take to put things in place as to encourage customers.
10. Have you ever sat down, think and reason why customers are not patronizing your company again whether is due to the normal product seasonal or some ineffectiveness of services and poor quality products.

1. RESEARCH HYPOTHESIS

H_o:   Customers satisfaction leads to customer’s loyalty.  

H_i:    Customers satisfaction does not lead to customers’ loyalty.

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