Proposal of <\/p>\n
Du Telecom<\/p>\n
Customer Satisfaction in DU TELECOM<\/p>\n
Student work: Hamda AbdulrahmanID: 091010098<\/p>\n
Project Proposal<\/p>\n
Introduction<\/p>\n
One of the main factors facing an organization in its efforts to improve its market share involves consumer devotion and the company must satisfy the needs of customers in ways that contribute to long-term loyalty. This is where having good quality service will help business thrives in this fast-pace world of business evolution and growing globalization environment. Finding ways to improve customer satisfaction is a major key to boosting sales and profitability in an organization. Hence in order to do so, companies must find their own ways to change their out-of-date traditional practices so as to create quality customer services. The first step is identifying factors that affect customer satisfaction and the level of customer satisfaction in an organization. For example, by comparing expectations with performance, if the perceived service by the customers does not meet their expectations, the customers will be disappointed, arising in a gap. Only by understanding the GAP model will companies improve their service quality. Every company aims to meet the needs of its customers and the most successful businesses are the ones who not only meet the needs but also finds way to constantly delight its customers. The customers are the center of the business and every activity is intended to contribute for the growth of the customer-company relationship and thus the importance of understanding this relationship. This study examines the level of customer satisfaction in DU TELECOM Company. <\/p>\n
DU TELECOM Company Background<\/p>\n
Du Telecom began its operation in 2006 by providing mobile and fixed telephony and broadband connectivity and IPTV services including carrier services for businesses and satellite services for TV broadcasters. Du Telecom is a rapid-growing business in the Arab Region and recruit best employees from different parts of the world. There are almost 2000 employees who make up the Du telecom company with 24 percent of it are UAE nationals and 39 percent of the senior management are Emiratis. Having different nationalities of the staffs helps the company to deal with their customers with different languages. This is also a result of their commitment to provide opportunities for talented individuals from many parts of the world. Du Telecom aims to delight their customers, satisfy their employees and be responsible to their stakeholders and to the community greatly. Moreover, Du Telecom is committed in providing the best and quality products and services as a best choice, innovation and pricing as well as for the country\u2019s development in both residents and environment. <\/p>\n
We have chosen customer satisfaction because we believe that this is the most important area in a business. In order to effectively accomplish our research, we will be conducting a survey which will have 30 questions that are intended to measure the level of customer satisfaction. We will be asking 50 people to participate in the survey and some of these samples will be coming from Rak Al Nakheel and Alrams Al Muerda. The respondents were also divided into four classifications which are gender, age, occupation and income. We have decided to classify the respondents as such to also determine the different marketing segments and their preferences. After analyzing the result of this survey, we will also be giving some recommendations that may help us know further about customer satisfaction and the ways on how to improve it. <\/p>\n
Research Question\/Problem<\/p>\n
The research aims at examining the factors affecting customer satisfaction and in DU TELECOM Company and how they affect the overall company performance in term of sales. <\/p>\n
Problem definition:<\/p>\n
According to Diaz-Serrano & Cabral (2005), to ensure optimal productivity, a company has to ensure that its customers are satisfied with their products and services. There have been different techniques and methods that have been used by different companies to satisfy their customers. Additionally, even though there are different methods that an organization can use to retain and satisfy its customers, the applicability and efficacy of the methods depends on the company. <\/p>\n
It is important for TELECOM Company to investigate the factors affecting employee satisfaction thoroughly as a crucial aspect and procedure of business survival and growth. Through customer satisfaction analysis, the company not only gain knowledge of the customer satisfaction drivers but establish techniques of their retention and having a competing edge over other companies. Knowledge of the customer satisfaction factors is a strong backbone on which a company can base its customer retention. According to Cooper (2008) and Pink (2009), the knowledge of factors affecting employee satisfaction helps in strengthening the intermarriage of different variables in a company regarding customer\u2019s satisfaction and retention. It is therefore essential for TELECOM Company to understand various factors affecting their customer retention. <\/p>\n
Aims of the study<\/p>\n
The study aims at performing a clear and thorough business investigation of the company\u2019s business process in the area of customer satisfaction. <\/p>\n
We aim to highlight the performance of Du Telecom with customer satisfaction as the measurement we have used which is the most important part in its tremendous growth and success. <\/p>\n
We seek to discuss some details about Du Telecom`s customer service practices and expertise comparing to the standard customer service management practices.<\/p>\n
We will evaluate the way Du Telecom is equipping its people towards customer service management expertise to continuously drive customer satisfaction. <\/p>\n
We are planning to do so by conducting surveys for customers on how they perceive the company\u2019s level of customer satisfaction. <\/p>\n
We will also be doing an extensive research online to further support our investigation and to present evidences. <\/p>\n
Objectives to be confirmed are:<\/p>\n
There is no relationship between customer satisfaction and overall company performance?<\/p>\n
The level of customer satisfaction does not affect the overall company performance<\/p>\n
Customer satisfaction and employee performance are not related? <\/p>\n
Research methodology <\/p>\n
We have chosen customer satisfaction because we believe that this is the most important area in a business. In order to effectively accomplish our research, we will be conducting a survey which will have 30 questions that are intended to measure the level of customer satisfaction in TELECOM Company. The questionnaires will be distributed randomly to the respondents. We will be asking 200 people to participate in the survey and some of these samples will be coming from Rak Al Nakheel and Alrams Al Muerda. The respondents will also be divided into four classifications which are gender, age, occupation and income. We have decided to classify the respondents as such to also determine the different marketing segments and their preferences. After analyzing the result of this survey, we will also be giving some recommendations that may help us know further about customer satisfaction and the ways on how to improve it. <\/p>\n
Structure of the capstone:<\/p>\n
This research study intends to study the rate of customer satisfaction with du Telecom in United Arab Emirates. The outcome of the report will answer the following questions:<\/p>\n
What is the demographic profile of the customers of du Telecom in United Arab Emirates and what does this tells us about marketing segments according to the following terms:<\/p>\n
Age<\/p>\n
Gender<\/p>\n
Occupation<\/p>\n
Income<\/p>\n
What are the telecommunication needs of the people according to their demographic profiles?<\/p>\n
What is the overall rate of customer satisfaction of du Telecom as a company and compared to competitors?<\/p>\n
What is\/are the significance of the customers` needs or preferences with their satisfaction ratings?<\/p>\n
References: <\/p>\n
Visionaire (2013) Emirates Integrated Telecommunications Company (du) http:\/\/www.visionaire.com\/mediacenter\/case-study-emirates-integrated-telecommunications-company-du\/EITC (2013) Official Homepage www.du.aeZarca Interactive (2013) Du Keeps Customer-Centric <\/p>\n
http:\/\/www.zarca.com\/online-survey-resource\/online-survey-casestudies\/du.html Susan M. Heathfield What is Human Resource Management http:\/\/humanresources.about.com\/od\/glossaryh\/f\/hr_management.htmQuestionnaire <\/p>\n
The survey is taken from these areas Rak Al Nakheel, Alrams Al muerda for a sample of 200 persons Females and males.<\/p>\n
The Gender <\/p>\n
___Male<\/p>\n
___ Female<\/p>\n
The income average AED<\/p>\n
___below 5000<\/p>\n
___ 5000-10000<\/p>\n
___ 10000-15000<\/p>\n
___ More than 15000<\/p>\n
What is the type of your job?<\/p>\n
___ Sales___ Marketing___ Retail___ Customer Service<\/p>\n
___ IT\/Telecom___ Manufacturing___ F&B—— Managerial<\/p>\n
Which of the following Telecom services do you currently use? (select all that apply)<\/p>\n
___Mobile Phone (Post-paid, pre-paid or roaming)<\/p>\n
___ Landline (home or office)<\/p>\n
___ Internet<\/p>\n
___ Postal<\/p>\n
Which of the following best describes you as a customer? (select only one)<\/p>\n
___ Home___ Tourist<\/p>\n
___ Business___ Government<\/p>\n
How long have you used Telecom company\u2019s products\/services?<\/p>\n
___ I am a Tourist___ 3-12 months___ 3 years or more<\/p>\n
___ Less than 3 months___ 1-3 years<\/p>\n
Please select your age group:<\/p>\n
___ Less than 15 years old___ 19-29 years old___ 45-60 years old<\/p>\n
___ 16-18 years old___ 30-44 years old___ 61 years old +<\/p>\n
I am familiar with the products and services that the Telecommunication company offers:<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
I have frequently seen ads for the Telecommunications\u2019 products and services:<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
I recognize for the Telecommunications\u2019 name among competing providers:<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
I can quickly recall for the Telecommunications\u2019 Products and Services:<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
I am aware of the deployment that the telecommunication company is installing throughout the country:<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
How satisfied are you with your communications with the company?<\/p>\n
___ Very satisfied___ Neutral___ Very Dissatisfied<\/p>\n
___ Satisfied___ Dissatisfied<\/p>\n
Overall, I am satisfied with the mobile phone service I have received from Telecommunications Company:<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
Overall, the mobile phone service I have received from Telecom Company is of high quality:<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
Overall, the mobile phone service I have received from Telecom represents good value for money:<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
Knowing how to contact Telecom with enquiries or problems:<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
Being listened to and understood<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
The product knowledge of Telecom Cook Islands’ staff<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
Someone taking responsibility to meet your needs<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
The timeliness of response to enquiries\/problems<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
Being kept informed and updated on progress<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
Overall satisfaction with Telecom\u2019s landline phone service<\/p>\n
Overall, I am satisfied with the landline phone service I have received from telecom<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
Overall, the landline phone service I have received from Telecom is of high quality<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
Overall, the landline phone service I have received from Telecom represents good value for money<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
23. Knowing how to contact Telecom with enquiries or problems<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
24. Someone taking responsibility to meet your needs<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
25. The timeliness of response to enquiries\/problems<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
26. Being kept informed and updated on progress<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
27. Select ONE THING from the following list<\/p>\n
___ Timeliness of response<\/p>\n
___ Being kept informed on progress<\/p>\n
___ Someone taking responsibility<\/p>\n
Overall satisfaction with Telecom Cook Islands’ internet service<\/p>\n
28. Overall, I am satisfied with the internet service I have received from Telecom<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
29. Overall, the internet service I have received from Telecom is of high quality<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n
30. Overall, the internet service I have received from Telecom represents good value for money<\/p>\n
___ Strongly Disagree___ Neutral___ Strongly Agree<\/p>\n
___ Disagree___ Agree<\/p>\n","protected":false},"excerpt":{"rendered":"
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