Customer Satisfaction and Orgainzational Sales Performance: a Case Uganda Telecom Head Offices
Year: 2016
Author: KANSIIME JUSTUS
Supervisor: Marie Nakitende Goretti
Abstract
The study aimed at establishing the effect of customer care on organization sales performance with a case study of Uganda Telecom. Satisfying customers is critical to a business’s success. Firms that cannot satisfy their customers are likely to lose market share to rivals who offer better products and service at lower prices. The research used a case study research design where both qualitative and quantitative research approaches were adopted. 50 employees from Uganda telecom, main branch were randomly selected to act as respondents respondents. Information was solicited from respondents by the use of self administered questionnaires and interviews.
The study showed that ULT does not have a high number of repeat buyers mainly because those who company products do feel satisfied. Although there are clients who give feed back to the company so that it can be able to improve in service delivery, there is limited word or mouth about company products and services. Seeking feedback showers that the company cares about the opinion of customers which makes feel valued and therefore buy more and provision of good quality services and treating customers with respect increase customer loyalty. The company can improve on customer satisfaction training its employees in customer care, listening to clients complaints and making information about the company and its services readily available.
It is therefore imperative that UTL improves the services it offers through soliciting for feedback from clients and then use this feedback to improve services. Employees need to be trained in how to handle customers in way that would make them feel valued. It’s also recommended that the company increases its services centers so that information about the various services and products offered by the company is readily available. The company should also work towards creating quality services to be offered to customers. This will help in attracting and retaining clients.
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