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Summary
This project is aimed at the exploration of two organizations based in Abu Dhabi and Dubai to research their attitudes towards customer satisfaction. The organizations selected for this project are Abu Dhabi Quality and Conformity Council and Dubai Police. To collect information for the analysis, the members of our team reached out to several representatives of both organizations. Focused interviews with open-ended questions were conducted with the aforementioned professionals. A substantial body of information was gathered and analyzed. The interpretation of this data helped to conclude the attitudes towards customer satisfaction in quality-oriented organizations.
Introduction
Many contemporary organizations and business and management experts are focused on the exploration of customer satisfaction and factors that may influence it. This is the case because customer satisfaction is known to be linked to customer loyalty – a tendency that is highly beneficial for the success of a particular organization in its industry (Ilieska, 2013). Moreover, customer satisfaction is also connected to the overall organizational performance as it may impact the way this organization is perceived by its existing and potential clients (Ambroz & Praprotnik, 2008). As a result, taking all measures necessary to maintain customer satisfaction at a high level is a duty of every customer-oriented organization regardless of the industry in which it operates.
Two large organizations based in Dubai and Abu Dhabi were selected for this research project. It was particularly important for the two organizations to be involved in the provision of services to many different clients. This is why the choice of our team fell on Abu Dhabi Quality and Conformity Council and Dubai Police. These organizations are well-known and respected establishments with very large and diverse customer bases. Their performance is driven by their public image which is formed primarily based on the perceptions of their customers. The performance of the Abu Dhabi Quality and Conformity Council and Dubai Police is tightly connected to the impressions of the quality of their services and the behavior of service providers that the clients witness daily.
As a result, a conclusion can be made that the leaders and managers of the two organizations selected for this project take customer satisfaction very seriously and make it one of the highest priorities for their employees. For this research, the members of our team put together a list of interview questions. The interviews were designed to assess how customer satisfaction its role are viewed by employees as parts of the organizational culture. With the help of the collected data, we will develop a deeper understanding of the attitudes towards customer satisfaction in the Abu Dhabi Quality and Conformity Council and Dubai Police.
Aims
The main aim of this project was to assess customer satisfaction attitudes in quality-oriented organizations. Another important aim was to collect data from reliable sources – the employees of the selected organizations. Finally, the third aim was to analyze and interpret the gathered information to make conclusions about our research topic.
References
Ambroz, M., & Praprotnik, M. (2008). Organisational effectiveness and customer satisfaction. Organizacija, 41(5), 161-173.
Ilieska, K. (2013). Customer satisfaction index as a base for strategic marketing management. TEM Journal, 2(4), 327-331.
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