ACHIEVING CUSTOMER SATISFACTION THROUGH BUSINESS PROCESS ANALYSIS

Abstract

The aim of the study is to check the customer satisfaction through business process analysis in all Mobile telecommunication Companies of Pakistan. A major aspect of this research study is considering the customer a part of the company while providing the right compensation and evaluation plans to encourage employees to serve the customers better. In this Research Study, all Mobile Telecommunication Companies are taken as whole business processes, in order to find the issues, which are required to be analyzed and improved to achieve customer satisfaction. For identifying the issues related to the Customer Satisfaction, this research starts from studying the companies’ business processes which is followed by a survey. A comparison and analysis is done among the business processes of the companies based on the survey conducted. Customer is very important and plays a crucial role in any process of business. The customer loyalty and customer preferences are built by the quality products and the services offered to the customers and they seek for the more benefits and worth for the amount they spend. This study helps to understand customer preferences, the quality aspects and customer satisfaction level of the Mobile Telecommunication service providers of Pakistan. The outcome of this study is to check and compare Customer Satisfaction. Also identifying which mobile company provides best customer satisfaction and finding the major success drivers of the service and the service provision and maintenance level.