THE IMPACT OF CUSTOMER SERVICE POLICIES ON CUSTOMER SATISFACTION
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Abstract: THE IMPACT OF CUSTOMER SERVICE POLICIES ON CUSTOMER SATISFACTION
This study investigates the impact of customer service policies on customer satisfaction. Objectives include identifying key customer service policies, assessing their effectiveness, and evaluating their impact on customer loyalty. A survey design is employed to gather broad-based data from various customer segments. The sample size, calculated using Taro Yamane's formula, includes 360 participants, ensuring a 95% confidence level. The research focuses on the retail sector in Lagos, a critical area for customer service. The reliability coefficient score for the survey instrument is 0.88, indicating high reliability. Findings indicate that comprehensive customer service policies significantly enhance customer satisfaction and loyalty. The study recommends that businesses should prioritize customer service to maintain and grow their customer base.
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