Customer Satisfaction And Competitive Advantage In Flamingo Tiles Kenya

ABSTRACT

The study was carried to investigate the effects of customer satisfaction on achieving a competitive advantage in Flamingo Tiles Kenya . it was guided by a number of objectives, that is to examine the Flamingo Tiles Kenya effects of repeat buying by customers on creating competitive advantage by , To establish the roles of word-ofmouth advertising by customers on achieving competitive advantage by , to evalua Flamingo Tiles Kenya the significance of one-stop shopping area in helping to achieve competitive advantage by Flamingo Tiles Kenya The study mainly concentrated on users. Flamingo Tiles Kenya The study focused on Flamingo Tiles Kenya limited to determine effect of customer satisfaction on achieving a competitive advantage since the company was faced with stiff competition and rivalry from other companies questionnaires were issued out and random interviews was also carried out on the target population of 50 respondents The research findings examined that there are a numbers of features that were needed by different category of respondents due to personal reasons such as cheap price of product. The findings of the study shows that, there are a number of of customer satisfaction on achieving a competitive advantage of the company, the findings revealed factors which affect consumers satisfaction such as price, quality, packaging, colour and economic situation. The research concluded that in order to improve customer satisfaction the general corporate performance of the organization can be achieved when its customers are ready to stand by it in all circumstances but mostly when it's in crisis and they feel satisfied to the extent that they can refer others or recommend them to do business with that particular organization, It's expected as well that satisfied customers will make that pm1icular organization a one-stop shopping which ultimately leads to the growth of organizations. From the research findings the following recommendations can be emphasized that for high customer satisfaction scores the company should ensure it performs very highly on all possible variables and soft issues of staff courtesy and ease of company contact, the company should improve on customer care, improving quality of the product, more staff and training and relationship building which will increase the customer satisfaction. 

TABLE OF CONTENTS

DECLARATION

APPROVAL

DEDICATION

ACKNOWLEDGEMENT

TABLE OF CONTENTS

ABSTRACT

CHAPTER 1

INTRODUCTION

1.0 Introduction

1.1 Background of the Problem

1.2 Statement of the Problem

1.3 Purpose of the Study

1.4 Specific Objectives

1.5 Research Questions

1.6 Significance of the Study

1.70 SCOPE OF THE STUDY

1.8 Conceptual Frame Work

CHAPTER TWO                                                                                                                         .     

LITERATURE REVIEW

2.0 Introduction

2.1 The role of repeat buying on profit increase

2.2 The role of word of mouth in achieving a competitive advantage

2.3 The contribution of satisfied customers in developing a one-stop shopping area

2.4 Conclusion

CHAPTER THREE.METHODOLOGY

3.0 lntroduction

3.1: Research Design

3.2: Population of Study

3.3: Sampling Procedures

3.4: Research lnstruments

3.5 Research Procedure

3.6 Data Analysis

3.7: Validity and Reliability

3.8: Limitation to the Research

CHAPTER FOUR

PRESENTATION AND INTERPRETATION OF FINDINGS

4.0 Introduction

4.1 Identification and Classification of information

4.3 Responses on the meaning of the term customer satisfaction

4.4 Responses on the meaning of the term customer repeat buying behaviour

4.5: Responses on the factors that would make someone satisfied enough to come back and shop at Flamingo Tiles Kenya

4.6 Responses on the meaning of the term word-of-mouth advertising

4.7: Responses on the ways how customers came to know about Flamingo Tiles Kenya

4.8 Responses on whether to go for a single supplier or do multiple shopping

4.9 Response on the significance of doing all the shopping from a single supplier

4.10 Response on whether word-of-mouth advertising, repeat buying, and creation of a one stop shopping area help companies to stay competitive in the business

CHAPTER FIVE

SUMMARY, CONCLUSIONS, RECOMMENDATIONS AND AREAS OF FUTURE RESEARCH

5.0 Introduction

5.1 Summary of the findings

5.1.1 Effects of repeat buying by customers on creating competitive advantage by Flamingo Tiles Kenya

5.1.2 Roles of word-of-mouth advertising by customers on achieving competitive advantage by. Flamingo Tiles Kenya

5.1.3 Significance of one-stop shopping area in helping to achieve competitive advantage by Flamingo Tiles Kenya

5.2 Suggestion further research

5.3 Conclusion

5.4 Recommendations

REFERENCES

APPENDIX ! Questionnaire