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Customer Servicing, Essay Example

Pages: 1

Words: 342

Essay

In an attempt of addressing the research problem of this study, the research claims that customer servicing is one of the most important aspect in the public administration sectors. There are numerous complaints reported on poor services in the public sectors on routine. Accordingly, the issue of poor customer service results from problems akin to delays, unfulfilled prospects, deprivation of means of communication, inflexibility, as well as lack of fairness.

Consequently, the significance of this study is based on the understanding that, customer servicing is a very crucial facet in successful organizational setting because the survival of these organizations are determined by the customers.

The literature for this study is manifested in theory that indicates the significance attributed to customer service since times in history and the role it plays in theories of organizations (Milakovich & Gordon, 2012). Theory of this study also quotes evidences to prove the prevalence of poor customer services and its contribution to inefficiency of public administration in less developing sectors (Humphreys, 1998). The researcher also highlights some articles and journals on customer servicing. It is also evident that, trust contributes to competitiveness in an organization and customer retention is improved (Milakovich & Gordon, 2012). The application of theory in this case is sufficient to support the research question.

The researcher also cites hypothesis as follows:

Hypothesis

H1: There is a direct relationship between customer service and customer turnover.

H2: There is a link between customer service and the number of potential customers

The theory in the literature review sections addresses the hypothesis of the study effectively. However, the researcher in this study fails to give operational definitions that guide this study

The research design used in testing this hypothesis includes administering thirty questionnaires and interviews to employees working in the public administration sector. The sample population consisted of 150 employees from different departments in Riverside County Regional Medical Center. The measures of variables for this study involved race/ethnicity, age range, income level, education level and gender. These are appropriate research designs since the views of the respondents are brought to the attention of the researcher.

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