Impact of introducing a customer services component during secondary school education to improve small and medium-sized enterprises: a case study in Bangladesh
| Autor: | Md. Rajibul Ahsan, Md. Abdur Rahman Forhad, Gazi Mahabubul Alam |
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| Rok vydání: | 2020 |
| Předmět: |
Organizational Behavior and Human Resource Management
Strategy and Management 05 social sciences Customer care Component (UML) 0502 economics and business Business Management and Accounting (miscellaneous) 050211 marketing Customer satisfaction Business Business and International Management Marketing 050203 business & management School education |
| Zdroj: | Society and Business Review. 17:337-353 |
| ISSN: | 1746-5680 |
| DOI: | 10.1108/sbr-07-2020-0097 |
| Popis: | PurposeSmall and medium-sized enterprises (SME) make a significant contribution to alleviating poverty and generating employment, and achieve sustainable economic growth. Customer services represent core elements of a successful business enterprise. This study aims to examine the effect of education on customer satisfaction in the SME sector and what the future holds for developing countries.Design/methodology/approachUsing Bangladesh as a case study, this analysis uses a multiple-linear regression approach to examine the effect of a customer care orientation on customer satisfaction and on an SME’s ability to survive. Using a “probit model,” this study investigates the effects on customers’ probability of receiving subsequent services.FindingsDeveloping good customer services in secondary education will increase customers’ satisfaction and enable SMEs to survive and flourish in the long term. Having a policy that promotes this outcome increases the likelihood of receiving consistently good services for the foreseeable future.Originality/valueUnlike previous studies, this study examines the role of customer relationships in secondary education and how they improve SME customers’ satisfaction and business survival. This study offers new insights to retain existing customers for a successful SME business model. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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