Introduction
Consumers adapt to various lifestyles in part through a core of values that influence their subsequent behavior patterns. These values are developed based on their heritage and life experiences. For example, consumers who value fun and enjoyment may desire a specific brand of coffee for its rich taste whereas consumers who value a sense of accomplishment may desire a specific coffee brand as a mild stimulation to increase productivity and consumers who value warm relationships with others may desire a coffee break as an aspect of group companionship ( 2003). An understanding of consumer values is necessary, particularly if product consumption reflects consumer values. Recent years have witnessed consumers turning to component lifestyles whereby consumer attitude and behavior depend on specific situations rather than on overall lifestyle philosophy. A component lifestyle will allow consumers to take their children with them on holidays, share such household tasks as food shopping, or eat out on busy days (2003). As the environment changes, consumers become more concerned about the effect of the changes thus their choices are altered according to the effect of the changes. The behavior of consumer affects a company’s strategies on how to deliver service. The changing behavior of a client forces a company to think about better means of providing service to this clients and maintaining their relationship with the clients. To provide better service to the clients a company must have a productive staff that can make sure that the clients will feel satisfied. The paper is a proposal on effect of staff productivity on customer satisfaction.
Statement of the problem
There are different factors that contribute for a business to be successful. One factor is the strategies the business use; another factor is its brand name and image, moreover a factor can be the quality of the product and lastly a factor that contribute for a business to be successful can be the relation of the company with the society. Businesses will not be successful if its employees will not cooperate for the achievement of the company’s goal. The employees need to be productive and responsive to the changes in their environment. Staff productivity is an integral factor in making sure that customer satisfaction will be evident. The study tries to dig deeper into how staff productivity affects customer satisfaction.
Research questions
Generally the paper intends to find out about the effect of staff productivity on customer satisfaction. Specifically, the study will try to answer the following questions:
Aims and objectives
The aims and objectives of the study include:
2. To determine the actions taken by business so that they can have productive personnel.
3. To determine and assess the effects of motivation to staff productivity.
4. To understand how can a company give satisfaction to its clients
5. To know what factors are considered in concluding the company has indeed satisfied its clients.
6. To understand how productivity can affect the deliverance of satisfaction.
Literature review
Productive employees
The mind and body need to be in a state of health and well-being for work and concentration. This is a prime prerequisite for productivity. High productivity brings a sense of achievement for the individual as well as increased profits for the work organization. While most people maintain high productivity for a short time under adverse environmental conditions, there is a temperature threshold beyond which productivity rapidly decreases. It is felt in general that improving the work environment increases productivity. Any quantitative proof of this statement is sparse and controversial (2000). A number of interacting factors affect productivity, including privacy, communications, social relationships, office system organization, management, and environmental issues. It is a much higher cost to employ people who work than it is to maintain and operate the building, hence spending money on improving the work environment may be the most cost-effective way of improving productivity. Increased productivity occurs when people can perform tasks more accurately and quickly over a long period of time. It also means that people can learn more effectively and work more creatively and hence sustain stress more effectively ( 2000). Various factors can contribute to making productive employees. Once one factor is missing the result is unorganized and indifferent personnel that do not contribute well to the achievement of the company’s goals.
Client satisfaction
Commitment-based companies constantly benchmark and measure their effectiveness relative to competitors and other best in class companies, irrespective of industry. Their yardstick, however, is not just the level of customer satisfaction and quality of delivery as evidenced by satisfaction-based and performance-based companies. Companies at the top of the Customer Loyalty Pyramid tally their position by the commitment, loyalty/retention, recommendation, and market action of their customers. All company processes are designed, engineered, and constructed around this objective (1997). Customers are partners; and lost customers are an exception, heightening attention and action Management scientists have brought organization structure to the point of focusing on customer satisfaction. But to remain competitive, this is not enough. Structures must now become customer-driven/commitment-based. They must further evolve to optimize customer loyalty and value. Where horizontal process structures focus on meeting customer needs, customer-driven/commitment-based structures focus on exceeding and anticipating them. Horizontal process structures have goals of customer satisfaction, connecting individual performance objectives, and group evaluation to this objective; the goal of customer-driven/commitment-based structures is customer retention. Performance, evaluation, recognition, and reward are now linked to creating value and to retention goals (1997). Client satisfaction is known as an effective way to gain success for the company but it is not the primary reason for a company’s success, there are other factors that include client loyalty and market action.
Methodology
The research will use the descriptive method to determine the effect of staff productivity on customer satisfaction. The study shall use questionnaires methods to gather pertinent data. The questionnaire will be made in such a way that the respondents will spend less time in answering it. To determine the number of respondents that will be asked to participate and give information regarding the study random sampling will be used. The participants are various employees of big companies that motivate their employees to be productive. As much as possible the respondents should at least have been serving in the company for more than one year so that accurate data can be achieved. The respondents should have been in the company for more than a year so that the information that can be gathered from them will be tested by time and improved by the different experiences they had with the company.
Plan
The study will initially gather information that will serve as introductory part of the study. These kind of information helps the reader what the study is about, what it intends to do and what will be its result. The study will then gather related literature to prove the need for conducting the study. The study will then determine the methods and means for data to be gathered and analyzed. The next part of the study is gathering, presenting and interpreting the data. The last part of the study will be the part where conclusions and recommendations will be stated. In this part final statement about the study will be done.
Time frame
The first thing to be done is to collect necessary data and information. This includes colleting data from primary and secondary sources. Within this time frame the questionnaire has been formulated and ready for use, the survey will be conducted to the respondents. After gathering such data the next thing to be done is analyzing it to use it in the study. This will be done for a month. The next activity is formulating the first two chapters. Within the said activity the data is integrated with the research, and the related literature is included. This will be done in 2 weeks. The next activity is formulating the last few chapters of the study wherein the data gathered from the survey is integrated and the analysis of the data is included in the research. This will be done for at least 3 weeks to ensure that the study is done well. The last activity is finalizing the paper and preparation to present the results of the study.
Credit:ivythesis.typepad.com
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