Improving customer satisfaction at MS Fabrications and Engineering
| dc.contributor.advisor | Peters, Mark | en_ZA |
| dc.contributor.author | Sekhesa, Motlatsi | en_ZA |
| dc.date.accessioned | 2024-06-13T06:42:03Z | |
| dc.date.available | 2024-06-13T06:42:03Z | |
| dc.date.issued | 2023 | en_ZA |
| dc.description | Dissertation (MBA (Business Administration))--University of the Free State, 2023 | en_ZA |
| dc.description.abstract | Customer satisfaction for companies and institutions of any size is an important marker of how they connect with their clientele. In some cases it could be the difference between success and failure in business. This study sought to determine how to improve customer satisfaction at MS Fabrications and Engineering (MSFE). It is a mechanical engineering company operating from the capital city, Maseru, Lesotho. In the past few years, the company experienced stagnation in terms of growth across its strategic objectives. Logically, customer engagement and subsequent customer satisfaction became the primary research objective. The study employed a qualitative research design, together with non-probability sampling, and semi-structured interviews were used to collect data. Three categories of participants were purposively selected. The first group comprised a mixture of both high and low performing customers of MSFE. Meaning companies who do repeat business, places orders with MSFE regularly. While low performing customers give orders occasionally. The second group of participants were employees of MSFE at managerial level. The last group comprised experts on customer issues from a variety of companies and institutions. The major findings of the study show that it is possible to achieve customer satisfaction but fail to realise economic gains, particularly when the customer base is not big enough. The other key finding is that all the customer groups were satisfied with the service that MSFE was offering. However, the need for MSFE to diversify its offering and consider expanding to new markets were also revealed. The study concludes that the management of the company needs to ensure the expansion of their customer base through marketing, venturing into new markets, diversifying offering and expanding services to the existing customer base. | en_ZA |
| dc.identifier.uri | http://hdl.handle.net/11660/12589 | |
| dc.language.iso | en | |
| dc.publisher | University of the Free State | en_ZA |
| dc.rights.holder | University of the Free State | en_ZA |
| dc.subject | Customer behaviour | en_ZA |
| dc.subject | customer engagement | en_ZA |
| dc.subject | customer experience | en_ZA |
| dc.subject | customer satisfaction | en_ZA |
| dc.title | Improving customer satisfaction at MS Fabrications and Engineering | en_ZA |
| dc.type | Dissertation |