Customer satisfaction on service delivery: case study on WS Resources/Farrah Abdillah

This study; “Customer Satisfaction on Service Delivery- Case Study on WS Resources"; is done due to the requirement of MKT 660 subject. Customer satisfaction here refers to the company's (WS Resources) clients or customers' satisfaction level upon the service delivered by the company. One of the objectives of the study is to see whether the company's clients/customers are satisfied or not with the service delivered. Here the customers will be the respondents of this study and they are consisting of individual and business customers. As the company is a small company therefore almost all the customers are selected as the respondents. In addition to that the study also wants to see whether the customer satisfaction is influence by the company's employees’ satisfaction or not and therefore the study choose to select all the employees of the company as the respondents. Here also, this study is done to identify the reasons that are mostly influence customer's satisfaction. In this case, there are several lists of possible reasons that assume to influence the customers' satisfaction. From measuring their satisfaction level upon these reasons, a conclusion of the most influenced reason can be made. Next, the study aiming to provide the company with the information of their customers' need by giving the respondents with an open- ended question. Through this study respondents' opinion upon several recommendations listed in the questionnaire could be gathered.