Posted at 12.19.2018
Every consumer always care and emphasized on how they was cared for by an organization if not by the missionary while they may be purchasing something. Therefore, an organization should realize the key of customer satisfaction and customer services.
What is customer satisfaction? There are few alternative issues or situation will make customer alert to satisfaction, for example, when facing some purchasing decision, product or services, company, a salesperson, store plus much more others situation (Anon 1, 2007). The key that an corporation success is the top level management motivate their employees and encourage them always take dependable in their performance as well as how to satisfy the purchasers. After the customer's needs and want have been attained by a product or services, absolutely they'll feel satisfied (Voltaire, 2003). Alternatively, when the customer satisfied and feel happy to the merchandise or services, they will much more likely to invest money to this products or services (Melissa, 2009). Client satisfaction always affect a business reputation and of course their sales performance.
According to Courtney Ramirez, an effective businessmen have to grasp that how importance will be the client satisfaction to a business, because you'll not have a business that without customer. Regardless of what size or small the company is, to get more long-term business, entrepreneurs have to point out more to the customer retention and customer care. The main thing that businessmen should realize is sole unsatisfied customer can make more business from the business than ten satisfied customers.
Besides that, what we should understand with the client service? Could it be a business can being life without services? The answer is no, because customer services representing that the ability of an organization to cover the customers' needs and wants (Susan Wards, 2010). According to Jack Speer (2010), process a products or services are sent by company to the client in that method which is effective, fair, sellable item, cost efficient, possible agreed manner and humanly satisfying.
Based on Susan Ward, the key reason to bring customer back again to the store is they may have good customer support. As the service make customer feel happy, they'll move their positive opinions along to others. To obtain additional business or even to increase the income and turnover of the business enterprise, the organization must recognize that the impact of poor customer services and hence, they need to improve their customer support once they acquire any grievance from customer. When a business providing poor customer service, they can be hard to shake-off with their suffered reputation as a result of negative word-of-mouth are spread speedily locally (Speckyboy, 2010).
Based on the research which have by Chadawan et al(2009), they investigate that customer satisfaction into the services and expectation in corporate spa and local spa. As their result show that almost all of the customer are content with overall spa's products or services they received. Besides that, customer also content with other products such as body and feet massage, facial treatment and so on. On the other hand, Fibre Studio always provides customers using their excellent quality and services in a relaxing oasis situation. They are offering hair styling, beauty, body treatment, and nail artwork service to customers (Anon 2, 2010). A famous beauty parlor which is Beaubelle Skin & Body Good care Day Spa offers head to bottom therapy by using most luxurious skincare product to serve customer. In addition they provide different type of treatment for consumer included body glow and body wrap therapies, bust remedies, facial, hands and ft. care, and massage (Anon 3, 2009).
The major reason for the researcher choose this subject is want to determine how importance of satisfying the clients during they experienced the shop and serve by the worker. If customer satisfied toward the assistance or product of this shop, definitely they'll patronage to it for the second time. On the other hand, the researcher also would like can have a proper understanding about the benefits and hazardous of pedicure and manicure services to real human. Through the name that researcher chosen, employers can try to improved upon their goods or services to satisfied the customers.
The company that the researcher chosen is Maggie Beauty Nail Artwork and Spa which were proven in 2006 by Ms. Maggie Chan Mei Kei and Ms. Jenny Tham. This beauty salon is situated at Taman Meranti, Bahau which is selling various types of services which engaged pedicure and manicure, nail skill design, beauty and body spa good care, makeup and hair-styling, and body painting. They also offer outdoor services no matter where their customers located. Besides that, they are not only retailing services but also beauty product which is nail polish / treatment product, ft. treatment product, body treatment product, skin care product and so on. Moreover, they'll offer some special advertising to their loyalty customer which is customer can get advertising price when they purchase three out of five services or five in one package. This campaign is increasing their revenue and turnover of the salon.
The goal and objective to do this research paper is to investigate the customer satisfactions toward pedicure and manicure service provided by Maggie Beauty Nail Fine art and Spa. This is to inquiry that the type of services are the beauty parlor provided and is it meets or fulfills the customer need and want. Besides that, this research also investigates the reason of customer satisfied to the assistance. Hence, there are several types of research questions will be ready for customer to answer. Below show that we now have few goals through the study:
To identify customer satisfaction towards the pedicure and manicure services provided by the salon.
To identify the variables that could have an impact on the customer's satisfaction towards salon.
To identify will the client revisit the salon based on the services and quality provided.
To make improvement recommendation to the company.
In this research paper, the data will involve both main and secondary data. Major data will be extracted from the questionnaires, and extra data will be extracted from existing literature, articles or journals, and online repository. The questionnaires will be consisting of open-ended and closed-ended questions. The questionnaires will be responded to by 120 customers of salon to complete this research newspaper. The determined customers will be based on who have real experience and used the products where provided by cosmetic salon. Besides that, interview questionnaire also will be prepared by the researcher which will carry on by the director of the business.
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