The Relationship Between Customer Satisfaction and Organizational Success: A Study of Panasonic

Wanneyda Suvanmanee; Daisy Mui Hung Kee; Zhi Wei Lee; Chia Miin Low; Muhamad Amir Zakwan; Ankit Gupta; Rudresh Pandey; Fay Fahad Alfahad; Majdi Anwar Quttainah

doi:10.32535/jcda.v3i3.889

The Relationship Between Customer Satisfaction and Organizational Success: A Study of Panasonic

Wanneyda Suvanmanee, Daisy Mui Hung Kee, Zhi Wei Lee, Chia Miin Low, Muhamad Amir Zakwan, Ankit Gupta, Rudresh Pandey, Fay Fahad Alfahad, Majdi Anwar Quttainah

Abstract

The purpose of this study is to examine the customers' satisfaction that drives to the success of the company. There is a high competition between the brand of the electrical appliance, therefore customer satisfaction is one of the key elements to the success of the company. The study used a quantitative method which is a questionnaire to collect the data from respondents. It will enhance the understanding and importance of customer satisfaction toward a company able to lead to company success. The findings indicated that customer satisfaction is an important prediction of the success of the company.

Full Text:

PDF

References

Fang, Y. H., Chiu, C. M., & Wang, E. T. (2011). Understanding customers' satisfaction and repurchase intentions. Internet Research-Westport Then Bradford, 21(4), 479-503.

Farooq, M. &. (2019a). Impact of Over-the-Top (OTT) services on the Telecom Companies in the era of transformative marketing. Global Journal of Flexible Systems Management, 20(2), 177â€“188.

Jaramillo, F., & Valenzuela, L. (2016). Building customer trust and loyalty: Does salesperson empathy matter? In Marketing Challenges in a Turbulent Business Environment (pp. 611-612). Springer, Cham: Springer.

Kibbeling, M., Van Der Bij, H., & Van Weele, A. (2013). Market orientation and innovativeness in supply chains: Supplier's impact on customer satisfaction. Journal of Product Innovation Management, 30(3), 500-515.

Lahap, J., Ramli, N. S., Said, N. M., Radzi, S. M., & Zain, R. A. (2016). A study of brand image towards customerâ€™s satisfaction in the Malaysian hotel industry. Procedia-Social and Behavioral Sciences, 224(2016), 149-157.

Manning, H. (2018). Predictions 2019: Customer Experience Comes Under Fire. Forrester Research, Inc. Retrieved from

Marakanon, L., & Panjakajornsak, V. (2017). Perceived quality, perceived risk and customer trust affecting customer loyalty of environmentally friendly electronics products. Kasetsart Journal of Social Sciences, 38(1), 24-30.

Mark Saunders, P. L. M. (2009). Research methods for business students, (5th editioned.). Pearson Education Limited., 11(1), 361.

Schneider, B., Macey, W. H., Barbera, K. M., & Martin, N. (2009). Driving customer satisfaction and financial success through employee engagement. People and Strategy, 32(2), 22.

Temkin, B. (2018). ROI of Customer Experience. Retrieved from https://experiencematters.blog/category/roi-of-customer-experience/https://experiencematters.blog/category/roi-of-customer-experience/

Wikhamn, W. (2019). Innovation, sustainable HRM and customer satisfaction. International Journal of Hospitality Management, 76, 102-110.

Yaqub, R. M. (2016). Effect of brand popularity on customer pre-purchase dissonance, customer satisfaction and brand trust: a study of household appliances industry in Pakistan. Retrieved from

DOI: https://doi.org/10.32535/jcda.v3i3.889