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Customer Experiences as Drivers of Customer Satisfaction

Customer service plays an essential role in the creation of loyalty and satisfaction among the customers of an organization. Despite this, organizations have put less effort to ensure that they have satisfied employees and customers. Customer satisfaction creates an environment that makes organizations grow fast and become more profitable since the customers create a good public image for the organization. In addition, competition in the world of business is based on the market share of an organization. This paper will thus focus on the provision of various strategies that organizations can use to help them to improve their customer service. As a result, the customers become loyal to the organization and can represent it in various places of the world.

Problem statement

Customer satisfaction is essential in the growth and survival of organizations (La & Yi, 2015). It is the most significant factor that helps organizations in the retention of their most loyal customers. Most organizations fail to attain their set goals and objectives because of the failure to put more efforts in ensuring that their services lead to customer satisfaction (Dalla Pozza, 2014). For this reason, there is a need for organizations to learn and apply appropriate methods that will ensure customer satisfaction in their operations. The general business problem in this case is the lack of the right preparation by organizations to ensure that the customers they serve gain satisfaction from the organization’s services. As such, they need to ensure employee satisfaction first since the customers are served by the employees. On the other hand, the lack of structure by employees to ensure customer satisfaction is the specific research problem.

Purpose of the Study

This quantitative study will focus on the connection between customer satisfaction and the operations at Family Court in Miami Florida. It will aim at providing additional insights on how organizations can succeed through customer satisfaction. As a result, the study will indicate various strategies that may be applied by organizations to reap the benefits associated with good customer service and lead to customer satisfaction (Ramaj & Ismaili, 2015). Therefore, using the quantitative data collection methods, the study will ensure the collection of reliable data. This data will be helpful to various organizations as a lesson on how they can improve customer services for their benefits. Due to the nature of the study, this research will use the descriptive research design. Since the target population is always influenced by the issues under investigation, this study will target the Family Court Services in Miami Florida. The Family Court is located at the Northwest Avenue of Lawson Thomas Courthouse, room 2441. The services of this family court will help in bringing social change in the community regarding how family members relate with one another. In addition, it is likely to provide solutions to family challenges since it focuses on solving family conflicts.

Nature of study

There are various research methodologies that can be used in any research work such as the empirical, quantitative, conceptual, qualitative, and fundamental designs among others. The nature of this study will involve the use of the quantitative research methodology (Guariniello & DeLaurentis, 2016). This approach involves the utilization of instruments that help in gathering numerical data and manipulating it to provide in-depth information about the phenomenon under investigation. In addition, it will help in understanding how good customer service can contribute in the growth and expansion of an organization. The management of an organization further has to treat their employees in such a way that they can be satisfied so as to serve the customers in the best way they can. The quantitative research methodology may be the best approach for most research studies due to the fact that such an approach provides various advantages to the researcher. For instance, it plays a major role in the analysis and the approval or disapproval of the formulated hypothesis. It can also help during the testing of results to ensure their validity and reliability as well as, ensure that the results are not biased.

There are several research designs that can be used in any study. Some examples of research designs include case study design, the descriptive study design, correlation design and cross-sectional design. In the current research, the study will use the case study research design. This design will be useful as it will provide assistance in testing the scientific models and theories associated with customer satisfaction (Fram, 2014). Case studies are highly flexible in that they offer platform to use different variables within the same study. It is thus used as an important tool for its ability to help in ensuring that there is no generalization of information. In addition, the use of case studies is necessary during the presentation of the results. The topics that emanate from case studies are very interesting and can provide a clear indication of the use of statistical surveys. This confirms that the researcher did not waste time as they focused on specific cases that are specific to the study subject (Briggs, Jaramillo, & Noboa, 2014). For instance, the statistical analysis may indicate that the satisfaction of customers in the service industry does not determine how fast or slow a company grows. On the other hand, a case study may take a specific country or an organization and use it as the tool to help in the determination of the growth of organizations depending on how they serve their customers.

Research questions

  • What is the effect on customer satisfaction on organizational growth?
  • Is there a link between customer service and employees’ satisfaction?


Briggs, E., Jaramillo, F., & Noboa, F. (2014). Explicating customer orientation’s influence on frontline employee satisfaction. The Service Industries Journal, 35(3), 133-151.

Dalla Pozza, I. (2014). Customer experiences as drivers of customer satisfaction. Gestion 2000, 31(3), 115.

Fram, S. (2014). When to use what research design. International Journal Of Social Research Methodology, 17(3), 322-324.

Guariniello, C. & DeLaurentis, D. (2016). Supporting design via the System Operational Dependency Analysis methodology. Res Eng Design, 23(2), 98.

La, S. & Yi, Y. (2015). A Critical Review of Customer Satisfaction, Customer Loyalty, Relationship Marketing, and Customer Relationship Management. Kmr, 30(1), 53.

Ramaj, A. & Ismaili, R. (2015). Customer Relationship Management, Customer Satisfaction and Loyalty. AJIS. 27(3), 63.

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"Customer Experiences as Drivers of Customer Satisfaction." Essay4Business, 14 Apr. 2022,

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Essay4Business. "Customer Experiences as Drivers of Customer Satisfaction." April 14, 2022.


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Essay4Business. (2022) 'Customer Experiences as Drivers of Customer Satisfaction'. 14 April.

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