CUSTOMER CARE MANAGEMENT AND CUSTOMER SATISFACTION OF SELECTED EATERIES IN PORT HARCOURT


CUSTOMER CARE MANAGEMENT AND CUSTOMER SATISFACTION OF SELECTED EATERIES IN PORT HARCOURT 

 TABLE OF CONTENT

Title page         -       -       -       -       -       -       -       -       -       -       - i    

Declaration      -       -       -       -       -       -       -       -       -       -ii

Approval page  -       -       -       -       -       -       -       -       -       -iii

Dedication       -       -       -       -       -       -       -       -       -       -iv

Acknowledgement    -       --     -       -       -       -       -       -       -v

Abstract   -       -       -       -       -       -       -       -       -       -       - vi

Table of content.      -       -       -       -       -       -       -       -       - vii

CHAPTER ONE

INTRODUCTION

1.1    Background of the Study

1.2  Statement of the Problem

1.3    Purpose of the Study

1.4    Research Questions

1.5    Conceptual Framework of Customer Care Management on

Customer Satisfaction in Selected Eateries in Port

Harcourt

1.6    Research Hypotheses

1.7    Scope of the Study

1.8    Significance of the Study

1.9     Limitation of the Study

1.10     Definition Of Terms

CHAPTER TWO

REVIEW OF RELATED LITERATURE

2.0    Introduction

2.1    Concept of Customer Care Management

2.2    Dimension of Customer Care Management in eateries in Port

Harcourt

2.2.1        Responsiveness

2.2.2  Customer Compliant Handling

2.3    Customer Satisfaction

2.4    Measures of customer Satisfaction in eateries in port Harcourt

2.4.1     Customer loyalty

2.4.2     Customer Retention

2.5    Relationship between Customer Care Management and

Customer Satisfaction

2.1    Concept of Customer Care management

2.2    Dimension of customer Care management in eateries in

Port Harcourt

2.2.2      Responsiveness

2.2.3     Customer compliant handling

2.3    Customer satisfaction

2.4    Measures of customer satisfaction

2.4.1    Customer Loyalty

2.4.2    Customer retention

2.5  Relationship between customer care management and

customer satisfaction

CHAPTER THREE

RESEARCH METHODOLOGY

3.1    Research Design

3.2    Population for the Study

3.3    Sample Size and Sampling Procedure

3.4    Method for Data Collection

3.5    Validation of the Instrument

3.6    Data Analysis Techniques

CHAPTER FOUR

DATA ANALYSIS AND INTERPRETATION

1.1.    Introduction

1.1.    Data analysis

Bio- data of respondents

Research Hypotheses

CHAPTER FIVE

FINDINGS, CONCLUSION AND RECOMMENDATIONS

CONCLUSION

RECOMMENDATION

QUESTIONNAIRE ADMINISTRATION

CHAPTER 1

INTRODUCTION

1.1   Background of the Study

 Customer care Management and customer satisfaction has long been recognized as playing a crucial role for success and survival in today’s competitive market. In an increasing competitive and dynamic business environment, every organization needs to identify, anticipate, satisfy and care for customers to maximize profit, meet the requirement of stakeholders and have competitive advantage. There is also an observable shift toward loyalty marketing in most of the service marketing across various industries. The early business of ensuring customer satisfaction has got undermined due to prevailing colossal relationship orientation of business that calls for going beyond the boundaries of satisfaction and creates commitment based association with customer that render immunity to the business against competitive presures (Awara, 2011).

Customer satisfaction is very important for every organization; either they are service sector or the privet sector. Customers are the actual agents or stakeholders for determining or best judging the success of any product or service.Customer care Management and customers satisfaction is two components of business operating philosophy with the customers loyalty being the function of customer care. Customer care is an aspect of customers relationship management. It refers to the management approach that seeks to create, develop and enhance customers services with careful targeted customer in order to maximize customers value, increase loyalty and retain customers (Backs, 2005). The importance of customers care cannot be overemphasis, it determine the competitive advantage of the firm, market share, business expansion, growth and the profitability. It comprises the quality of service, mode of delivery, customer’s compliant management and customer’s satisfaction. The organizational moderation variables include the business mission, vision, marketing orientation and the antecedent of marketing orientation of the firm (Jones & Taylor, 2010).

The value of customers Satisfaction for service industry such as the Eateries has been recognized by many researchers in both the developing and the developed marketing environment (Dong-MO, 2003), (Kassim & Abdullah, 2010), (Oyemehi & Abiodun, 2008), (Cruana, 2002) undermined its potential effect on the development of sustain competitor edge for the service organization.

Loyalty is critical to the success of any service oriented that want to gain and maintain market share. Many eateries drive large proportion of their profits from their loyal customers. Customers care lead to loyalty that results in high customers that lead to loyalty which results in high customer’s retentions. Customers care lead to loyalty not only ensure repeat purchases and positive publicity with greater value in terms of reliability but also leads to lost of other significant benefits such as cross buying, intention, exclusive and priority based preference to the company’s services, greater share of wallet and provides a competitive edge to the firm (Bassey & Unmorok, 2011).

1.2  Statement of the Problem

Eateries services are increasing in Nigeria, yet the level of failure in their service indicates that ineffective relationship with customers seems to be pronounced such a gap indicates that there is much to learn about how to develop close contact with customer using the appropriate relationship strategies.

The eateries industry in Nigeria is not very diversified in terms of the products and services they offer. This is so because eateries in Port Harcourt offer nearly identical services. This carries the danger of creating a situation where eateries fight for customers using all kinds of “unethical strategies”. The ability to satisfy consumers remains one of the greatest task for any firm to  achieve as customer needs and expectation are changing at all time. Customer care Management can be experienced in a variety of situations and connected to both goods  and services. It is a highly personal assessment that is greatly affected by customer expectations.Through critical observation it has been noticed  that the fast food sector is becoming competitive as many eateries are being set up at  all nocks and crannies of the society. How then is it possible to satisfy consumers and  make them loyal customers towards a firm’s product and services?

As such, it becomes apparent that one strategic focus that eateries can implement to remain competitive would be to retain as many customers as possible through satisfying their customer.

But the question is, how do eateries retain their customers when they offer identical services that encourages customer deflecting from one eatery to another? The inability of eateries to provide innovative and unique services that will meet individual client needs as against providing similar services like other eateries impede against customer loyalty in no small ways and makes customer retention through satisfaction in eateries  complex and difficult. Hence the need to assess customer care and retention strategies of eateries in Rivers state becomes imperative.

1.3   Purpose of the Study

The general purpose is to examine the effect of customer care Management on Customer Satisfaction in eateries while the specific sub-objectives are:

1.     To determine the extent to which responsiveness influences Customer Satisfaction in eateries in Port Harcourt.

2      To ascertain extent to which customer compliant Handling influences Customer Satisfaction in eateries in Port Harcourt.

1.4   Research Questions

From the above specific objectives, the following research questions are formulated:

1.     to what extent does Responsiveness enhances customer satisfaction in eateries in Port Harcourt?

2      To what extent does customer complaint Handling enhances customer satisfaction in eateries in Port Harcourt?

1.5   Conceptual Framework of Customer Care Management on Customer Satisfaction in Selected Eateries in Port Harcourt

Customer complaint handling

customer retention

 Source: Researchers Desk, 2015

1.6   Research Hypotheses

The following null hypotheses are formulated from the above specific objectives:

H01:  There is no significant relationship between Responsiveness and Customer loyalty in eateries in Port Harcourt.

H02:  There is no significant relationship between Customer Compliant Handling and customer retention in eateries in Port Harcourt.

1.7   Scope of the Study

The general scope of this study covers customer care Management and Customer Satisfaction. The geographical scope is Rivers State of Nigeria. The units of analysis covers randomly selected customers of eateries services in Port Harcourt Rivers State.

1.8   Significance of the Study

A thorough understanding and knowledge of the factors that have impact on customer satisfaction are very useful in guiding eateries owners and managers to design and deliver the right offering and strategies. This research has many future implications. It has potential to check the moderating effect of culture sensitivity and also it can determine the mediating role of customer satisfaction and its impact on brand or customer loyalty in further. This will be of unique in terms of local environment and will have many implications for eateries owners, managers and researchers of particular community. This study will be significant to the following:

1.     The marketing managers: marketing involve a wise scope of activities aimed at achieving organizational sales objectives. This study will therefore be significant to the marketing managers in effective implementation of marketing policies.

2.     Policy makers: this study will be significant to the policy in making polices concerning advertisement.

3.     The academicians: to the academicians the study will serve as reference point and contribute to the existing body of knowledge.

1.9 Limitation of the Study

The researcher was faced with the following constraints in carrying out this study:

Time: The time within the researcher is too short to carry on the detail study on this topic.

Resources: Another constraint of the researcher is financial resources to carry on the detail study of this topic.

Data:       another limitation to this study will be lack of data to make valid study on the research problem.

CHAPTER FIVE

FINDINGS, CONCLUSION AND RECOMMENDATIONS

The objectives of the study were to

1.    To determine the extent to which responsiveness influences Customer Satisfaction in eateries in Port Harcourt.

2.    To ascertain extent to which customer compliant Handling influences Customer Satisfaction in eateries in Port Harcourt.

Findings from the study revealed the following

1.    Customer care management improves customer satisfaction.

2.    More responsivity from eateries improves customer retention and loyalty.

3.    There is a significant relationship between responsiveness and customer loyalty.

4.    More customer complaints negatively influence customer retention in eateries in Port Harcourt.

5.    There is a significant relationship between customer complaints/handling and customer handling in eateries.

CONCLUSION

The current research study attempts to find the impact of customer care management on customer satisfaction and loyalty. Clarke (2001) examined that customer satisfaction is really no more than the price of entry to a category. For satisfaction to be effective, it must be able to create loyalty amongst customers. McIlroy and Barnett (2000) stated that an important concept to consider when developing a customer loyalty program is customer satisfaction. Satisfaction is a critical scale of how well a custome’s needs and demands are met while customer loyalty is a measure of how likely a customer is to repeat the purchases and engage in relationship activities. Loyalty is vulnerable because even if consumers are satisfied with the services they will continue to defect if they think they can get better value, convenience or quality elsewhere. Therefore, customer satisfaction is not an accurate indicator of loyalty. Satisfaction is essential but not a sufficient condition of loyalty. In other words, we can have customer satisfaction without loyalty, but it is too hard or even impossible to have loyalty without satisfaction. Based on the views and research done by numerous researchers and academicians, it can be concluded that customer care management is very important as it helps to improve customer retention and loyalty. Thus, though customer satisfaction does not guarantee repeat purchases on the part of the customers but still it plays a very important part in ensuring customer loyalty and retention. However his point has been echoed by lots of organizational critics when they said that customer satisfaction is a direct determining factor in customer loyalty which in turn prevents them to switch to other financial service providers. Therefore organizations should always strive to ensure that their customers are very satisfied by ensuring friendly customer handling and customer care management as this would help in improving sales and customer base of eateries in Port Harcourt. Customer loyalty and retention is potentially one of the most powerful weapons that organizations and more so eateries of 21st century can employ in their fight to gain a strategic advantage and survive in today’s ever-increasing competitive environment.

RECOMMENDATION

Based on the research findings, the following recommendations were made.

Eateries in Port Harcourt should create more friendly relationship with their customers.

The environment should be conducive and enabling .More so, it should be attractive and decent. There should be continuous high quality delivery service. This will add to the value of satisfaction received by customers. Personnel in the customer care service section of eateries should be friendly and create a friendly relationship with their customers. There should be seminars for members of staff on the need to improve their relationship with customers, and also on the importance of customer satisfaction as a vital tool for creating and improving customer loyalty

.


TYPE IN YOUR TOPIC AND CLICK SEARCH.






RESEARCHWAP.COM

Researchwap.com is an online repository for free project topics and research materials, articles and custom writing of research works. We’re an online resource centre that provides a vast database for students to access numerous research project topics and materials. Researchwap.com guides and assist Postgraduate, Undergraduate and Final Year Students with well researched and quality project topics, topic ideas, research guides and project materials. We’re reliable and trustworthy, and we really understand what is called “time factor”, that is why we’ve simplified the process so that students can get their research projects ready on time. Our platform provides more educational services, such as hiring a writer, research analysis, and software for computer science research and we also seriously adhere to a timely delivery.

TESTIMONIES FROM OUR CLIENTS


Please feel free to carefully review some written and captured responses from our satisfied clients.

  • "Exceptionally outstanding. Highly recommend for all who wish to have effective and excellent project defence. Easily Accessable, Affordable, Effective and effective."

    Debby Henry George, Massachusetts Institute of Technology (MIT), Cambridge, USA.
  • "I saw this website on facebook page and I did not even bother since I was in a hurry to complete my project. But I am totally amazed that when I visited the website and saw the topic I was looking for and I decided to give a try and now I have received it within an hour after ordering the material. Am grateful guys!"

    Hilary Yusuf, United States International University Africa, Nairobi, Kenya.
  • "Researchwap.com is a website I recommend to all student and researchers within and outside the country. The web owners are doing great job and I appreciate them for that. Once again, thank you very much "researchwap.com" and God bless you and your business! ."

    Debby Henry George, Massachusetts Institute of Technology (MIT), Cambridge, USA.
  • "I love what you guys are doing, your material guided me well through my research. Thank you for helping me achieve academic success."

    Sampson, University of Nigeria, Nsukka.
  • "researchwap.com is God-sent! I got good grades in my seminar and project with the help of your service, thank you soooooo much."

    Cynthia, Akwa Ibom State University .
  • "Great User Experience, Nice flows and Superb functionalities.The app is indeed a great tech innovation for greasing the wheels of final year, research and other pedagogical related project works. A trial would definitely convince you."

    Lamilare Valentine, Kwame Nkrumah University, Kumasi, Ghana.
  • "Sorry, it was in my spam folder all along, I should have looked it up properly first. Please keep up the good work, your team is quite commited. Am grateful...I will certainly refer my friends too."

    Elizabeth, Obafemi Awolowo University
  • "Am happy the defense went well, thanks to your articles. I may not be able to express how grateful I am for all your assistance, but on my honour, I owe you guys a good number of referrals. Thank you once again."

    Ali Olanrewaju, Lagos State University.
  • "My Dear Researchwap, initially I never believed one can actually do honest business transactions with Nigerians online until i stumbled into your website. You have broken a new legacy of record as far as am concerned. Keep up the good work!"

    Willie Ekereobong, University of Port Harcourt.
  • "WOW, SO IT'S TRUE??!! I can't believe I got this quality work for just 3k...I thought it was scam ooo. I wouldn't mind if it goes for over 5k, its worth it. Thank you!"

    Theressa, Igbinedion University.
  • "I did not see my project topic on your website so I decided to call your customer care number, the attention I got was epic! I got help from the beginning to the end of my project in just 3 days, they even taught me how to defend my project and I got a 'B' at the end. Thank you so much researchwap.com, infact, I owe my graduating well today to you guys...."

    Joseph, Abia state Polytechnic.
  • "My friend told me about ResearchWap website, I doubted her until I saw her receive her full project in less than 15 miniutes, I tried mine too and got it same, right now, am telling everyone in my school about researchwap.com, no one has to suffer any more writing their project. Thank you for making life easy for me and my fellow students... Keep up the good work"

    Christiana, Landmark University .
  • "I wish I knew you guys when I wrote my first degree project, it took so much time and effort then. Now, with just a click of a button, I got my complete project in less than 15 minutes. You guys are too amazing!."

    Musa, Federal University of Technology Minna
  • "I was scared at first when I saw your website but I decided to risk my last 3k and surprisingly I got my complete project in my email box instantly. This is so nice!!!."

    Ali Obafemi, Ibrahim Badamasi Babangida University, Niger State.
  • To contribute to our success story, send us a feedback or please kindly call 2348037664978.
    Then your comment and contact will be published here also with your consent.

    Thank you for choosing researchwap.com.