CUSTOMER SATISFACTION AND OPERATIONAL EFFICIENCY THROUGH DIGITALIZATION OF MJ WORKS IN QUEZON CITY

Abstract

The rise of smart devices and technologies, particularly those enabled by the Internet of Things (IoT), has significantly enhanced both profitability and customer satisfaction across various industries. However, despite the advantages digitalization offers, challenges arise when employees lack the necessary skills or resources to adapt to new technologies. Devakumar (2022) emphasizes the importance of leveraging social media practices to improve service quality and employee performance. In this evolving landscape, digital tools are reshaping business practices, transforming customer engagement, and redefining service expectations. This study adopts a quantitative research approach to assess the impact of digitalization on customer satisfaction and operational efficiency. The research focuses on MJ Works, a motorcycle electrical repair and installation shop, utilizing a purposive sampling technique to collect data from its customers. The study employs validated survey instruments, with statistical tools applied to analyze and interpret the gathered data effectively. Preliminary findings indicate that modern customers prefer convenient online transactions, highlighting the increasing demand for digital services. However, the study reveals that MJ Works’ current digital offerings fail to meet customer expectations. A lack of a robust online presence and advanced digital services is a significant barrier to improving customer satisfaction. The findings suggest that MJ Works must enhance its digital services by implementing a user-friendly website and integrating advanced technological tools. These improvements will not only optimize employee performance but also align the business with evolving customer expectations, fostering higher satisfaction and long-term success in the digital era.