CUSTOMER SATISFACTION

Customer Satisfaction Assessment for facilities offered by selected vendors in conferencing industry of UAE



CHAPTER NO. 1: INTRODUCTION3

Significance of Study3

Research Problem4

Aims and Objectives of Research5

Research Questions5

Research Hypotheses5

CHAPTER NO. 2: LITERATURE REVIEW7

The Concept of Customer Satisfaction and Loyalty7

The Requirement of Customers and their Satisfaction Characters8

Why the measurement of customer satisfaction and loyalty is important?8

Methodology for measuring customer satisfaction of external vendors9

CHAPTER NO. 3: RESEARCH METHODOLOGY13

Selection of Empirical Context and Research Hypothesis13

Data Collection13

Design of questionnaires to measure customer satisfaction14

Data Analysis14

Challenges15

CHAPTER NO. 4: DATA ANALYSIS AND FINDINGS17

Differences in Customer Satisfaction and Gender17

Differences in the Age, And Income of the Individuals19

Customer Satisfaction Standards for Security if their Job20

Hypothesis Assessment Summary21

CHAPTER NO. 5: CONCLUSION AND RECOMMENDATIONS22

CHAPTER NO. 1: INTRODUCTION

The study relates to assessing the concept of customer satisfaction, and the conferencing facilities that are being offered by different vendors inside the United Arab Emirates. The science of learning and cognition may be well defined, yet the playing field continues to expand and evolve. The evolution of the World Wide Web has had a profound impact on the ways human beings learn. The advancement of Web 2.0 tools, along with the advancements in social networking has fostered interactions, collaborations, and learner contributions. Technology trends in business continue to blend and merge technology into a field of mash-ups and hybrids.

Customer satisfaction has become a key indicator in companies to determine the perception of customers regarding the products and services which are provided by the company. In today's world where information flows over the internet very fast every company strives to ensure that customers are satisfied with the products and services which are provided by them. This research discusses the aspect of customer satisfaction related to conferencing industry in UAE and for this few select vendors in UAE would be selected.

Significance of Study

Satisfied customers are the wishes of each company. Now customer satisfaction should be among the main indicators for facilities offered by selected vendors in conferencing industry of UAE. The management of each company must focus not only on acquiring new customers and endeavors to their satisfaction, but should also attach great importance to existing customers. Since new customers are very important, but most income just brings to existing customers.

Research Problem

Currently it is not known to what extent the conferencing industry have facilitated customer satisfaction. With the advancements in taking place in the field of technologies, one can quickly become overwhelmed by the endless possibilities and expense that an institution can place in its alternative delivery mix. Conferencing technologies are emerging at a rapid pace, and while people want to stay up to date with the changing market trends they must ensure they are selecting the right tools that help not hinder their communication process. Govindasamy (2002) cautions that the technology itself does not ensure sound pedagogy. It is immensely important to introduce and implement a good communication design, as well as technology integration is important to implement a new delivery system for effective communication. Nevertheless, there is a gap in the research literature regarding to ...