earticle

영어

This study is to prove thatthe customer oriented aptitude ofa service provider impacts on the level of customer satisfaction and loyalty.The study found that the level of customer satisfaction has been impacted by the service provider’s customer oriented aptitude, such as putting customer’s needs first, or demonstrating kindness and passion. Customer satisfaction was also affected by the provider’s social skills, such as rendering reliable and appropriate services, or being swift to respond to customer’s questions. The study showed that customers preferred the service provider, who showed a bright smile and kindness, and took care of their needs and problems swiftly. It indicated that the various factors of the service provider, such as his/her motivation, professional and social skills, and a decision making ability, impact directly or indirectly on the level of customer satisfaction and loyalty. Therefore, it is important to utilize the above factors to establish a positive reputation by word of mouth. The study also found that the more expressive the provider was, the higher level of customer satisfaction was seen.