Impact of Customer Service Towards Customer Satisfaction of ABC Company

Vol.4, No.1

Abstract

The purpose of the study is to analyze how service quality affects customer satisfaction of
ABC Company in Quezon City, which determines the Tangibility, Reliability,
Responsiveness, Assurance, and Empathy of customer satisfaction.

The result of the study reveals that the majority of the respondents are both male and female
between the ages of 21 and 25. Older people's educational attainment is most likely college
undergraduate. Describe the level of satisfaction of ABC Company in terms of service
quality, product quality, and customer loyalty.

The challenges encountered by ABC Company are serving of food/product, cleanliness of
the store, product quality, service time given to the customer, correction of the orders versus
the receipt, and behavior of the employees given to their customers. Overall, the researcher
recommends improving dealing with customer complaints and concerns. The company
should have more parking space for their client, employees maintain the speed of service,
and lastly, the ABC Company should improve their service time, completeness of orders,
and cleanliness of the store.