Key factors prompting customer satisfaction

Abstract

A solid relationship with clients is an important factor within all organisations. In order to build and keep this relationship the company has to give a high quality service. This will highly reflect on the company’s performance and improve the market share of the organisation while enhancing the competitive positioning of said organisation. Since there is a highly competitive market within this segment, and there is also a decline of students’ arrivals within the sector, customers are very important for Language Schools. A high quality service can help to build a strong relationship with the customer who might then become a repetitive client. This can be achieved by continuously improving the service and meeting client’s expectations. The company has to provide a great experience to the clients in order to compete with others. All clients expect superior quality at the best price possible and the organisations strive in order to achieve and meet these expectations. Clients who are given a wonderful experience along with a high quality service will be satisfied and have positive feedback about the organisation, which will then be transmitted on to other prospective clients. This research focused on finding key factors that clients within this market industry expect and how these make them feel satisfied with the service provided. In the research, random feedback was gathered through questionnaires from various clients regarding the service provided. Results were then analyzed and discussed. It resulted that most of the clients were quite satisfied with tuition, however there seems to be room for improvement, with regard to accommodation, clients had some complaints in certain areas. There is definitely a need to improve and tackle this matter to meet the clients’ expectations. The purpose of this research evaluates the important key factors that give customer satisfaction while giving importance to customer service quality so that a strong relationship is created with the clients to ensure the company’s market place. The design and methodology of the study is based on a quantitative research within a Language school. The study evaluates clients’ satisfaction through questionnaires that were collected from clients.