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This is a customer satisfaction analysis and quality of the company. The specific
objectives of the study ; assess the extent to which customers services influence
organization performance, explore the extent to which promotion influence
organization performance, assess the extent to which perceived price influence
organization performance, explore service quality dimensions that influence
organization performance and identify the factors that measures organization
performance.
Case study structure was used in this sample; the author used stratified and
purposeful sampling to identify the study's respondents. Questionnaires, interview
and literature review have been used to collect data, and the author chose the sample
size of 60 respondents to be used in the analysis.
Findings showed that customer services greatly enhanced customer satisfaction,
while most respondents were highly satisfied that Precision Airline facilities,
equipment, staff, and communication materials encourage them to use Precision
Airline. Findings have showed that promotion increased customer satisfaction and
significantly improved results while majority of respondents were highly satisfied
that radio and television influence their decision to use airline. In addition to that,
the research shows large number of respondents agreed that perceived price on
fairness were very important tools towards customer satisfaction. Similarly, the
findings indicated at the high level, this assurance dimension was followed by
responsiveness, tangibility, reliability and empathy.
Also, the study revealed that profit, sales and market shares received high rank as
main factors that measure performance at Precision Airline. The study concluded that
customer service improved customer satisfaction at Precision Airline. Furthermore,
the study also showed that promotion has The effect on client satisfaction at
Precision Airline mainly through advertisement that satisfies customers through radio
and television. Lastly the findings conclude that when the prices are fair then the
level of satisfaction becomes higher and the reverse is also true. All five dimensions,
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however, were highly rated and it was concluded that in all five major areas, the
rated Precision Airline offers high quality services. The study now recommended
that improvement in customer service is of great importance for Precision Airline to
increase the level of customer satisfaction. The study recommends wider use of radio
and television as the source of information. The use of fair prices is also
recommended so as to retain customers and increase their satisfaction level. As a
result of their positive impact on customer satisfaction, Precision Airline should also
boost the five dimensions of service quality |
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