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Research Project

In: Business and Management

Submitted By nyakundi
Words 2200
Pages 9
KEMRI CUSTOMER SERVICE FEEDBCK REPORT FOR THE YEAR 2015

Prepared by: Stephen ongwenyi For KEMRI’s corporate department Nairobi Kenya

Contents CHAPTER 1: Introduction 4 1.1: Objectives of the Survey 4 CHAPTER 2: MATERIALS AND METHODS 5 2.1: DATA MANAGEMENT 5 DATA ANALYSIS 6 CHAPTER 4 14 4.1: Discussion conclusion 14 4.2: Recommendation 14 Acknowledgement 15 References 16 Annexes 17 Annex 1: Questionnaire 17 Annex 2: Permission list 17

ABSTRACT.
Gathering feedback from important customers, measuring and periodical comparing of normalized results provide ultimate approach to assure customer satisfaction and loyalty. One approach for measuring customer satisfaction in KEMRI is presented in this paper. Research on customer service, service quality/products, and customer satisfaction, limited empirical evidence exists regarding context specific situations, for example, satisfaction with the customer service of research institutions considering how situations in different parts of Kenya and their cultural backgrounds might determine consumers’ expectations, experience, and conceptualization of customer services.The aim of this study was to find out the satisfaction of customers with KEMRI services and products to point out the most important problems and defects in services, to carry out corrective actions, and thereafter to identify the possible changes in satisfaction. This survey was carried out for a period of 6 months from 26 Feb 2015 to 29 July 2015. Eight core service attributes were identified selected and hence, used to calculated the weighted Customer Satisfaction index.
Keywords: Customer Satisfaction (CS), Customer Satisfaction Index (CSI)

CHAPTER 1: Introduction
“Customers want it all and they want it now!” Howard ell’s remark

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