1- The Problem
The purpose of the study is to measure the factors affecting customer satisfaction among BPC Customers by testing the most important factors to satisfaction in order to review and increase customer satisfaction and loyalty to BPC
The problem statement can be as follows:
What are the factors affecting customer satisfaction for BPC customers?
2-Objectives
This study will focus on the following objectives
1- To determine the main factors affecting customer satisfaction of BPC customers.
A: Service Availability (Company Products): quality, Diversity, price.
B: Service Responsiveness (Company Sales Representatives): In general, knowledge & responsiveness, availability and number of visits
C: Service Reliability (Delivery): delivery of the products in relation to time ( from order to delivery), delivery in relation to shape of package.
D: Service Completeness (Complaint & Inquiries Management): how complaint is handled, how inquiries are handled (statement of account? Order follow-up…), how any problems are solved (delayed deliveries, near expiries, accounting…)
E: Company Professionality (Company in General): Professionalism in doing business, selling policies and offers, Financial policies
| Factor | Definition | Section | Survey Questions |
| Service Availability | Ease in which the customer can access the company’s service | Product |
|
| Service Responsiveness | The willingness or readiness of the employees to provide the service and how promptly they respond and react | Staff |
|
| Service Reliability | How the products are delivered in relation to time, place and shape | Delivery |
|
| Service Completeness | How the overall process is completed | Service |
|
| Company Professionality | What degree of professionality the Company has; Ease of doing business, Selling and Financial Policies | Company |
|
3- Survey Questions
| # | Question | Very satisfied | Satisfied | Neutral | Unsatisfied | Very Unsatisfied |
| A | Service Availability | |||||
| 1 | I am satisfied with the quality of the products provided (effectiveness, shelf life, design…) | |||||
| 2 | I am satisfied with the diversity of products offered | |||||
| 3 | I am satisfied with the price and cost of the products | |||||
| B | Service Responsiveness | |||||
| 4 | I am satisfied with about the sales Representative in general | |||||
| 5 | I am satisfied with about the Reps knowledge and responsiveness | |||||
| 6 | I am satisfied with the Reps availability and number of visits | |||||
| 7 | I am satisfied about the Reps Friendliness and Honesty | |||||
| C | Service Reliability | |||||
| 8 | I am satisfied about the delivery of the products in relation to time ( from order to delivery). | |||||
| 9 | I am satisfied about the delivery of the products in relation to shape (damage) | |||||
| 10 | I am satisfied about the way my complaint is handled | |||||
| D | Service Completeness | |||||
| 11 | I am satisfied about the response to my inquiries (statement of account? Order follow-up…) | |||||
| 12 | I am satisfied about the way any problems are solved (delayed deliveries, near expiries, accounting…) | |||||
| E | Company Professionality | |||||
| 13 | I am satisfied about the professionalism of the company | |||||
| 14 | I am satisfied about the selling policies and offers of the company | |||||
| 15 | I am satisfied about the Financial policies of the company |
4- Survey Results
*Online survey was distributed and 150 responses were gathered.
*This survey is limited to BPC customers in all Governorates
Questions Results
| # | Question | Very satisfied (5) | Satisfied (4) | Neutral (3) | Unsatisfied (2) | Very Unsatisfied (1) |
| A | Service Availability | |||||
| 1 | I am satisfied with the quality of the products provided (effectiveness, shelf life, design…) | 47 | 86 | 12 | 5 | 0 |
| 2 | I am satisfied with the diversity of products offered | 58 | 76 | 12 | 4 | 0 |
| 3 | I am satisfied with the price and cost of the products | 13 | 55 | 22 | 46 | 14 |
| B | Service Responsiveness | |||||
| 4 | I am satisfied with about the sales Representative in general | 98 | 36 | 11 | 2 | 3 |
| 5 | I am satisfied with about the Reps knowledge and responsiveness | 34 | 50 | 33 | 23 | 10 |
| 6 | I am satisfied with the Reps availability and number of visits | 62 | 48 | 15 | 20 | 5 |
| 7 | I am satisfied about the Reps Friendliness and Honesty | 90 | 44 | 8 | 4 | 4 |
| C | Service Reliability | |||||
| 8 | I am satisfied about the delivery of the products in relation to time ( from order to delivery). | 51 | 64 | 11 | 18 | 6 |
| 9 | I am satisfied about the delivery of the products in relation to shape (damage) | 73 | 64 | 7 | 1 | 5 |
| 10 | I am satisfied about the way my complaint is handled | 22 | 51 | 54 | 13 | 10 |
| D | Service Completeness | |||||
| 11 | I am satisfied about the response to my inquiries (statement of account? Order follow-up…) | 61 | 68 | 14 | 3 | 4 |
| 12 | I am satisfied about the way any problems are solved (delayed deliveries, near expiries, accounting…) | 20 | 61 | 18 | 31 | 20 |
| E | Company Professionality | |||||
| 13 | I am satisfied about the professionalism of the company | 28 | 65 | 32 | 15 | 10 |
| 14 | I am satisfied about the selling policies and offers of the company | 17 | 61 | 24 | 34 | 14 |
| 15 | I am satisfied about the Financial policies of the company | 10 | 13 | 4 | 81 | 42 |
5-What is needed:
1- Research Methodology
2-Analysis (using SPSS)- as (Cronbach’s Alpha, frequency, mean, T-test, Anova, Normal distribution, etc…)(what is needed to have good results)
3- Results discussion
3- Make a Conceptual Model
4- Conclusion and Recommendations
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