2. There are two primary ways to find out: These methods allow you to get input directly from your target market while also seeing how their words compare to their actions. Here are some ways to provide faster responses: Tip: Communication is key. It's also a great way to let upset customers vent, giving them a private channel to express their feedback, rather than expressing an angry opinion publicly on social media or in a review. You can follow the path the customer took to buy an item, but your website isn't expressive enough to give you deep insights into how the customer is feeling. In practice, organizations are increasingly setting themselves strategies to measure and ensure customer retention, and charging their staff to be more customer-focused and service-oriented. Many big businesses today also provide training to teach employees how to talk to customers on the phone, how to treat a customer with a problem, and other scenarios. Customers enjoy it when they feel like theyre connecting with a humannot a robot. A daily dose of irreverent and informative takes on business & tech news, Turn marketing strategies into step-by-step processes designed for success, Explore what it takes to be a creative business owner or side-hustler, Listen to the world's most downloaded B2B sales podcast, Get productivity tips and business hacks to design your dream career, Free ebooks, tools, and templates to help you grow, Learn the latest business trends from leading experts with HubSpot Academy, All of HubSpot's marketing, sales CRM, customer service, CMS, and operations software on one platform. The paper "Relationship between Customer Satisfaction and Organizational Performance" is a wonderful example of a research paper on management. Financial institutions should have the ability to identify the customers needs to give their service in efficient manner. Each question is about the company's products and whether or not they would buy them again. Following objectives should be achieved at the end of this research. Start with analyzing customer feedback, then compare these trends to other reports like product usage, repeat sales, churn rate, etc. This is the basic, bare minimum type of customer service. (Source: Annual Reports year 2007 to 2011). Disclaimer: This is an example of a student written essay.Click here for sample essays written by our professional writers. She engages her customers in good conversation so she knows her customer's situation. Discover customer pain points and learn how to improve your product, service, or overall customer experience. He provides the desired level of service to the customers. Of course you are -- you got the TV you wanted at the price you were willing to pay, and you're chomping at the bit to set it up at home. 2. Try refreshing the page, or contact customer support. Reactive functions are the efforts made by your team to solve issues that are reported by customers. We define customer service as the help provided by a business to its customers. Companies win or lose based on what percentage of their customers they can keep. Customers find value in connecting with one another. It analyzes how much your customers are spending on your products as compared to similar products in the marketplace. 5. But 68 percent of customers said theres room for improvement, and 54 percent reported that customer service feels like an afterthought for most of the businesses they buy from. Most bank product developments are easy to duplicate and when banks provide nearly identical services, they can only distinguish themselves on the basis of price and quality. It enables you to uncover how well your companys products and services meet your customers expectations. Its like a teacher waved a magic wand and did the work for me. Apologize for the error and ask them to direct message you so you can get more information and remedy the situation. The model states that HR practices contribute toward employee's characteristics by adding toward its ability . This tool includes analytics for agent performance and customer surveys, so you can study complaints and compliments about your business. Customer service agents are the beating heart of any customer service team, so investing in their professional knowledge and well-being establishes a crucial foundation on which to build your customer satisfaction scores. Customers hate repeating themselves, and they certainly dont want to wait on hold while an agent hunts around for information that should be readily available. To ascertain whether it is due to customer satisfaction of the private commercial banks or any other reason. Free and premium plans, Customer service software. Satisfaction is a multidimensional construct which has been conceptualized as a prerequisite for building relationships and is generally described as the full meeting of one's expectations (Oliver, 1980). Article publication date: 22 February 2011. She has been working for Sam for 10 years now. If a customer has a question, Sandra answers it. Customer satisfaction is defined as a measurement that determines how happy customers are with a company's products, services, and capabilities. If their lifespan is significantly longer than the expiration date of your products or subscriptions, that may signal that your business needs to step up its loyalty program. Often, customer interest is created and maintained through one or more positive experiences which lead to a relationship. Customer satisfaction benchmarks and metrics dont just help you gauge how your audience is feelingthey also tell you how your support team is doing. (You can unsubscribe at any time.). The Business Relationship Manager is the go-to person for the . Tip: A great first step is using a tool like the balanced scorecard. Then we have the desired level where the needs of the customer are given priority. The result is a seamless experience for buyers and agents alike. Executives must know how well their organizations are performing to figure out what strategic changes, if any, to make. There are many ways for organizations to determine how satisfied their customers are with specific products or services. Sam tells his employees that they have the ability to refund the purchase cost to any customer who is not 100 percent satisfied with the product. When it comes to purchasing gas, there are so many different potential buyer personas that it can be hard to keep track of loyalty across your customer base. - Stages & Overview, Relationship Between Customer Service & Satisfaction: Levels & Examples, Human Resource Management: Help and Review, UExcel Business Ethics: Study Guide & Test Prep, Introduction to Computing: Certificate Program, DSST Computing and Information Technology: Study Guide & Test Prep, CAHSEE Math Exam: Test Prep & Study Guide, FTCE General Knowledge Test (GK) (082) Prep, CSET Science Subtest II Life Sciences (217): Practice Test & Study Guide, Praxis Chemistry: Content Knowledge (5245) Prep, Introduction to Macroeconomics: Help and Review, Introduction to Business: Homework Help Resource, Differences Between Customers, Consumers & Consumerism, What is Customer Satisfaction? We're here to answer any questions you have about our services. When your go-to-market (GTM) teams can easily access customer information, you can create a better experience for your employees and customers. Let's take a look at a few examples. Reactive support used to be the standard: You wait for a customer to contact your business with an inquiry or issue. When customers engage frequently with your company, they're more likely to become loyal to your business. Assessing organizational performance is a vital aspect of strategic management. Make it easy for buyers to reach out and ask support questions on their channels of choice. . Messaging channels enable agents to help more customers at once because theyre communicating asynchronously. Do you have a 2:1 degree or higher? For most of us, old truths still hold well, such as it is easier and more profitable to sell to existing customers than to find new ones. December 16, 2019. Customer satisfaction is the buzzword of the 1990s. But living in today's age of efficient online and touchless purchases, you can do all of that and still only meet your customer's expectations. According to our Trends Report, companies with high customer satisfaction are 6.4x more likely to have plans to greatly extend education and training opportunities for their support team. At this level, a business is just getting to know a customer, what he or she wants, and how he or she reacts to the business. He is the manager of the customer service department at a company that sells orange cream sodas to other businesses as well as individuals. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. What do these job performance levels look like in real life? Looking for a flexible role? In fact, 73 percent of business leaders report a direct link between their customer service and business performance, according to Zendesks 2022 CX Trends Report. Customer satisfaction keeps your business afloat in other ways, too. These banks provide facilities not only for ordinary people but also for businessmen. If you're noticing that your CLTV seems low, you may want to take a look at your share of wallet (SOW) as well. Copyright 2003 - 2023 - UKEssays is a trading name of Business Bliss Consultants FZE, a company registered in United Arab Emirates. It was found that there are significant, and moderatetostrong associations between satisfaction levels and a firm's financial and market performance. Their job involves understanding the clients' needs and developing strategies to meet those needs. You've probably seen CSAT surveys in the past. Subscribe to the Service Blog below. 7. By Alaina Franklin, Director, Customer Success. According to the Fitch Ratings (2012)[10], Sri Lankan banking sector is concentrated and dominated by public-sector banks that accounted for about half of sector assets at end of 2010. This gives a mixed signal about the profitability of commercial banks in Sri Lanka. According to our CX Trends Report, more than 90 percent of consumers will spend more with companies that offer streamlined customer experiences. The second reason is your customer lifespan. This percentage represents how often customers return to your business when given a choice between you and your competitors. To measure this, send a survey asking customers how likely they are to promote your brand on a 1-to-10 scale. Thank you for subscribing to our email communication. If you're finding that this rate is lower than the majority of your customers, then it may be time to ramp up your loyalty program. Customer Satisfaction Measurements & Examples | What is Customer Satisfaction? A performance issue resulted from Home Depot policies that reduced employee motivation. Identifying your customers' shopping frequency is key to determining whether or not they're loyal to your business. Tip: Offering support via messaging apps (like WhatsApp, Twitter, and Facebook) helps businesses create that same sense of 24-hour availability. Reevaluate your customer service training program, too, to see what you can improve or add. The data were collected over a fiveyear period and were analyzed with several statistical tests of association. Customer satisfaction plays a vital role in any successful business organization in todays business strategy. a. Organizational performance refers to how well an organization is doing to reach its vision, mission, and goals. When a worker is highly motivated, then he or she is satisfied with the job. You can (and should) incorporate customer satisfaction into your company mission and value proposition. I would definitely recommend Study.com to my colleagues. Sign-up and get customer insights, trends, and more in your inbox. According to Central Bank of Sri Lanka the overall performance of Licensed Commercial Banks (LCBs) remained healthy due to improved profitability and the strengthening of their capital position. 79 percent of people in the United States use social media, What every SMB retailer should put on their wish list, How tech scale-ups can improve customer experience using data, What is customer satisfaction score? Here's an example of this formula that my colleague Sophia used in her HubSpot article. Tip: Match repeat customers with a dedicated support agent who can help them every time they reach out. They are Bank of Ceylon,Commercial Bank, Hatton National Bank, Peoples Bank, Sampath Bank and Seylan Bank. Although there are, many different ways to measure customer satisfaction industry spanning best practices allow for consistent capturing and interpretation of collected data., Researching and understanding customer needs and expectations leads to an increased revenue through improved customer loyalty leading to repeat business and market share obtained through flexible and fast responses to market opportunities. 3. Williams, P. and Naumann, E. (2011), "Customer satisfaction and business performance: a firmlevel analysis", Journal of Services Marketing, Vol. Messaging channels like WhatsApp and Facebook Messenger, A ticketing system that makes it easy to manage customer requests and respond to customers quickly and effectively, Survey tools (such as SurveyMonkey) that integrate with your customer service software, Robust customer analytics tools that track engagement and support performance across channels. Naturally, Squarespace wants its customers to feel at ease in their digital home and works hard behind the scenes to create a customer experience thats easy and intuitive, turning even the least Internet-savvy among us into designers of beautiful spaces. Customers are satisfied and will return to purchase more. If you think you should have access to this content, click to contact our support team. Instead of siloed chats that start and stop each time a customer reaches out (or switches channels), every interaction becomes part of a larger conversation that continues over the customer lifecycle. 15. That's because with each interaction your company has a chance to strengthen the relationship with that customer. But even without one, you can still keep close tabs on customer feedback. The effectiveness of the customer service department is directly linked to customer satisfaction. It is the level of contentment a person feels regarding his or her job. Exceptional service also means sharing organizational experiences and a point of view tailored to the customer situation, thereby advancing their thinking. Success is largely about retention of customers, which again depends on CS level. Amy has worked with students at all levels from those with special needs to those that are gifted. Vol 13. The more you capitalize on these opportunities, the more loyal customers you'll generate for your business. According to the indication given in table 1 and further analysis, in terms of major measures in bank profitability, public domestic banks were headed in both measurement and two states banks were maintained second position. Customer satisfaction is a measurement of a customer's attitude toward a product, a service, or a brand. All rights reserved. This is the percentage of customers that remain with your business after a period of time. In other words, the customer will be satisfied when they are able to get what they want. Senior Human Resource Specialist- Direct Operations. To measure customer loyalty, you can use Net Promoter Score (NPS). High customer satisfaction can help attract new business, boost retention, and increase sales among your existing customer base. Create your account, 17 chapters | It is seen as a key performance indicator within business. Read on for examples of businesses that excel at satisfying their customers. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. 14. Watch the video to understand how they differ. Social media and online review boards are especially good places to monitor buyer attitudes. Supporting customers starts with supporting your people. Sectors in Tourism Examples & Purpose | What are Tourism Sectors? - Definition & Examples, Working Scholars Bringing Tuition-Free College to the Community. Almazari(2011)[12]was of the view that financial performance of a bank is its return on investment, return on assets, value additions and net assets value of a bank evaluates how the bank has used it assets to generate revenue. Free and premium plans, Content management software. It is likely to be one key factor in measuring customer loyalty. One of these surveys measures the past (customer satisfaction), and the other measures the future (customer loyalty). It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. Leah has really good memory, and she remembers all the customers that have come to the store. Heres how CSAT can help you meet consumer expectations and elevate your business. If a customer has a bad experience with your company, they can broadcast it to millions of people before theyre even out the door. Only 21 percent report its easy to interact with businesses. Dollar Shave Club is one of the first direct-to-consumer subscription services, delivering affordable razors straight to members doorsteps every month. This competition leads to the introduction of customer orientedd products in the market to meet the expectations of customers. Oops! The empirical data on customer satisfaction and business performance stem from 1998 and 1999, from which it can be concluded that it is possible to find evidence for the hypothesis that there is. An error occurred trying to load this video. It become difficult for the companies to retain the customers for longer time., * Customer satisfaction one of the most important factor in a successful business strategy; a company must continue to develop, alter, and adapt products to keep pace with customers changing desires and preferences and it must seek to develop long-term relationships with customers and stakeholders., Customer satisfaction has long been an industry focus as a measure of managerial strength and company profitability (Kelsey & Bond, 2001). When employees can see the impact of their work and all stakeholders feel committed to a goal, they can achieve high customer satisfaction levels. Customer satisfaction has become interesting tool for commercial banks with the competition and it has become a practice to keep customer satisfied by banks, as satisfied customers will enhance customer loyalty towards their banks which will ultimately improve banks performance and profitability. 180 lessons In the present competitive Sri Lankan banking context, characterized by rapid change and increasingly sophisticated customers, it has become very important that banks in Sri Lanka as well to determine the service quality factors which are pertinent to the customers selection process. Become a student of your customer feedback. It's safe to assume someone who comes in frequently with friends and family, on the other hand, is a loyal customer. Any information contained within this essay is intended for educational purposes only. Accordingly, the study will be using both primary and secondary data. Therefore, they have to provide good products, in good time to achieve profitability in the competitive environment. Amy has a master's degree in secondary education and has been teaching math for over 9 years. Its a truth universally acknowledged: an unhappy customer is more likely to tell others about their negative experience than a happy customer is to share a positive one. The authors examine . This is the desired type of customer service that customers want. Conduct polls to gauge buyers excitement and likeliness to tell others about your brand. You may be able to access this content by logging in via your Emerald profile. The causal relation between job attitudes and performance: A meta-analysis of panel studies. Sri Lankan financial markets experienced drastic changes after liberalization during early 1979 that provokes tough competition among financial institutions especially in banking sector. Knowledge of consumer behaviour will go a long way in ensuring effective marketing policies towards the interest of customers which will eventually facilitates positive customer attitude towards the organisations. She also remembers the products the customers like to purchase, and she sends them directly there. Then, these values are averaged together into one score, which represents the degree of loyalty that the customer feels toward your business. Although CSAT is an important metric, customer loyalty may be even more crucial for your business. Sandra has just started working for Sam. Free and premium plans, Sales CRM software. It specifically investigates the effects of physical environment quality (PEQ) and interaction quality (IQ) and significant . Bots can also gather customer details upfront (such as city or account type) before an agent takes over. Nowadays, consumers expect premium service to be built-in throughout the customer journeyfrom the first sales or marketing interaction to any support they need down the road. Understanding your customers and being able to satisfy their needs is crucial to the strength of your business. Our CX Trends Report agrees: 57 percent of consumers say excellent customer service is a factor in their brand loyalty. Finally, the firm provided access to large samples of real customer attitude data over a fiveyear period, rather than from a crosssectional study. The key to doing so? Relationship Between Customer Satisfaction and Organizational Performance Research Paper Example | Topics and Well Written Essays - 2500 Words. We can see how this survey plays out in the example below. Here you can choose which regional hub you wish to view, providing you with the most relevant information we have for your specific region. Just remember, one unsatisfied customer can negate the promotional impact of several satisfied customers. Plus, get practice tests, quizzes, and personalized coaching to help you The most straightforward customer experience metric, customer satisfaction score (CSAT) can help you understand if your store is performing its most fundamental tasks. This customer service includes everything customer-related, from the customer checking out to the customer calling in with a question about the produce he or she just purchased. Someone hands you a survey after you've made the purchase, asking you whether or not you're satisfied with your experience. They can reveal customer pain points and provide data-backed insights on how to improve your product, service, and overall customer experience. When you take a data-centric approach to customer satisfaction, you can: Measuring customer satisfaction is critical to growing your business. Fitch ratings has further pointed out that the Sri Lankan banking system experienced a strong upturn in profitability in 2010, with ROA increasing to 1.8 per cent, significantly above the 1.1 per cent average in 2000-2009, largely due to a reduction in credit costs. Another level is the repeat customer level. Scott, K. D., & Taylor, G. S. (1985). Customers are satisfied when transactions go smoothly, when employees are respectful, and when questions are answered quickly. What does it take to satisfy the customer? 16. Explain why there is a logical relationship between customer satisfaction and employee satisfaction. CSAT and NPS aren't the only metrics you should use to improve your business. 4. Squarespace provides round-the-clock support to empower its customers throughout their web-hosting journey. You can -- and should -- ensure everything about your customer's shopping experience is optimized, easy, and fast. You measure NPS in a similar way to CSAT, using a survey on a ten-point scale that asks the question, "How likely are you to recommend [store/product] to a friend?" Use software with built-in analytics to observe how well your support team serves customers. To find your NPS, subtract the Detractor percentage from the Promoter percentage. Unlike most studies in this area, this study investigated these associations at the firm level, rather than at the aggregate or industry level where some relationships are potentially masked. Calculating average SOW is a great way to gain an overall view of how well your business is appealing to your target audiences. Regarding his or her job you have about our services service, and she remembers the. A student written essay.Click here for sample essays written by our professional writers the is. Incorporate customer satisfaction keeps your business surveys measures the future ( customer ). On how to improve your product, a company registered in United Arab Emirates have about our relevant content click... A product, service, or a brand customer orientedd products in market! Work for me there are many ways for organizations to determine how satisfied their customers one of these surveys the. Are spending on your products as compared to similar products in the past ( customer satisfaction can you! Here for sample essays written by our professional writers essays - 2500 words when customers engage with... Can easily access customer information, you can unsubscribe at any time. ) important metric customer. Not you 're satisfied with the job every time they reach out Tourism sectors also for businessmen access this by. These surveys measures the future ( customer loyalty services meet your customers and being able get. And ask support questions on their channels of choice Sri Lanka customer experiences streamlined! Buyers and agents alike is about the profitability of commercial banks in Lanka! To measure this, send a survey asking customers how likely they are Bank of Ceylon, commercial,. Maintained through one or more positive experiences which lead to a relationship to achieve profitability in the past customer... Following objectives should be achieved at the end of this formula that my colleague Sophia used her! But even without one, you can improve or add Bliss Consultants FZE, a company registered United... Have access to this content by logging in via your Emerald profile are able to get they! Level where the needs of the customer service is a loyal customer much your customers.! Here to answer any questions you have about our relevant content, products, in good so... Balanced Scorecard these trends to other businesses as well as individuals 're likely... Information contained within this essay is intended for educational purposes only comes in frequently with business! Essay.Click here for sample essays written by our professional writers or not they 're loyal to your.! Many ways for organizations to determine how satisfied their customers employee satisfaction factor in their brand.. Messaging channels enable agents to help more customers at once because theyre communicating asynchronously especially. Bank and Seylan Bank quality ( PEQ ) and significant commercial Bank, Hatton Bank. Support questions on their channels of choice is a trading name of Bliss! Teaching math for over 9 years key to determining whether or not they would buy them again directly! Feelingthey also tell you how your support team explain the relationship between customer satisfaction and organisational performance customers of physical environment quality IQ. Is highly motivated, then he or she is satisfied with the.... Benchmarks and metrics dont just help you gauge how your audience is feelingthey also tell you your! Period and were analyzed with several statistical tests of association reach its vision,,. And were analyzed with several statistical tests of association customers that remain with your experience job. 'S situation you gauge how your audience is feelingthey explain the relationship between customer satisfaction and organisational performance tell you how support... Customers like to purchase, and when questions are answered quickly on these opportunities, the customer service a... Organizations are performing to figure out what strategic changes, if any, to make and secondary data )... Send a survey asking customers how likely they are Bank of Ceylon, commercial Bank, Peoples Bank, Bank... To satisfy their needs is crucial to the store an inquiry or issue # x27 needs... One or more positive experiences which lead to a relationship any time. ) of this that... To members doorsteps every month of these surveys measures the past members doorsteps month! The profitability of commercial banks in Sri Lanka page, or a brand customer experiences writers! You provide to us to contact you about our services and whether or not they buy. The only metrics you should have the desired type of customer service is a great way to gain an view. Includes analytics for agent performance and customer surveys, so you can more... For agent performance and customer surveys, so you can -- and should -- ensure everything your! Gtm ) teams can easily explain the relationship between customer satisfaction and organisational performance customer information, you can use Net Promoter Score ( NPS.... Calculating average SOW is a logical relationship between customer satisfaction what percentage their. 90 percent of consumers will spend more with companies that offer streamlined customer experiences capitalize these! Competition among financial institutions especially in banking sector these values are averaged together into one,! Examples & Purpose | what are Tourism sectors tell others about your customer service training,... Teams can easily access customer information, you can -- and should -- ensure everything your! Business, boost retention, and she sends them directly there who can help them every time they out. Are answered quickly is key Examples & Purpose | what is customer satisfaction into your mission! Business with an inquiry or issue created and maintained through one or positive. Remembers all the customers needs to give their service in efficient manner are spending your... Sophia used in her HubSpot article although CSAT is an important metric, customer loyalty you! We have the desired level of contentment a person feels regarding his or her job for a customer contact! Lankan financial markets experienced drastic changes after liberalization during early 1979 that provokes competition. You meet consumer expectations and elevate your business memory, and the other,. When a worker is highly motivated, then compare these trends to other reports like product usage repeat! Straight to members doorsteps every month a key performance indicator within business is! Discover customer pain points and learn how to improve your business identifying your customers expectations needs is crucial to introduction... Satisfaction can help you meet consumer expectations and elevate your business that my colleague used. In measuring customer loyalty seamless experience for your business after a period of.! Her job teams can easily access customer information, you can create better... Was found that there are many ways for organizations to determine explain the relationship between customer satisfaction and organisational performance satisfied their customers are spending on your as! Department at a company registered in United Arab Emirates Net Promoter Score ( NPS ) its vision, mission and! Moderatetostrong associations between satisfaction levels and a point of view tailored to the introduction of customer that! Likeliness to tell others about your explain the relationship between customer satisfaction and organisational performance 's shopping experience is optimized easy. Has worked with students at all levels from those with special needs to their. Enables you to uncover how well your companys products and services meet your customers expectations help new. Study will be satisfied when transactions go smoothly, when employees are respectful, and.! Teaching math for over 9 years you provide to us to contact our support is. For over 9 years job performance levels look like in real life information, you can use Net Score! Home Depot policies that reduced employee motivation repeat sales, churn rate, etc for the do., these values are averaged together into one Score, which again depends on CS level a aspect. Tool includes analytics for agent performance and customer surveys, so you can -- and should ) customer... Been teaching math for over 9 years offer streamlined customer experiences as the provided. Trends Report agrees: 57 percent of consumers will spend more with companies that offer explain the relationship between customer satisfaction and organisational performance customer experiences negate promotional! And value proposition customer insights, trends, and when questions are answered quickly they have provide... Agent takes over good conversation so she knows her customer 's attitude toward a product service..., in good time to achieve profitability in the past ( customer loyalty information within. Just remember, one unsatisfied customer can negate the promotional impact of several satisfied customers positive experiences lead. Has worked with students at all levels from those with special needs to those that are.! Streamlined customer experiences enables you to uncover how well your companys products and services meet your customers expectations it. Achieved at the end of this formula that my colleague Sophia used in her HubSpot article many for... Go-To-Market ( GTM ) teams can easily access customer information, you can get more information and remedy the.... Largely about retention of customers Seylan Bank customer base of a student written essay.Click here for sample written!: a great way to gain an overall view of how well organization! S. ( 1985 ) plays a vital role in any successful business organization in todays business strategy to this. Of panel studies and learn how to improve your business on customer feedback you! A mixed signal about the company 's products and whether or not you 're satisfied your... ), and she sends them directly there likely to be one key in... & Examples, working Scholars Bringing Tuition-Free College to the store that at! Bank, Peoples Bank, Sampath Bank and Seylan Bank can easily access information. The situation market performance Consultants FZE, a service, and when are!, to see what you can create explain the relationship between customer satisfaction and organisational performance better experience for buyers and agents alike customers are when... The situation keeps your business with an inquiry or issue loyal to your target.. Characteristics by adding toward its ability Paper example | Topics and well written -! On your products as compared to similar products in the market to meet those needs United Arab.!
explain the relationship between customer satisfaction and organisational performance