"Effective Services Result in Customer Satisfaction and Customer Loyalty"

Abstract

Satisfaction and loyalty with respect to product’s customers are the key drivers behind any products success. In our quest to prove this point we have conducted a project research on PTCL’s product – ‘Smart TV’. Smart TV is an IPTV offered by PTCL. It has features that can easily enable this product as being referred to as a ‘dream’ but it turns out that it is not such a huge success after all. For this PTCL’s customer service department has been criticized repeatedly. With our research we want to find out how much of this criticism stand true and whether this blame needs to be on some other door. We through our research intend to find out the reasons behind this failure and come up with possible recommendations for PTCL so they can satisfy their customers and attain their undue loyalty in there Smart TV product. In order to get accurate results and right opinions we will be administering a questionnaire directly to the customers of Smart TV and interpret from their responses the due outcomes and recommendations to be followed by PTCL.