The aim of the study is to investigate service quality, customer satisfaction, and the relationship between service quality and customer satisfaction, and recommend the organizations. The objectives of this research work are to analyze the various magnitudes and features quality of services, to analyze the significance of service aspect of Outlook care, to analyze the effects of service quality on customer satisfaction, to provide recommendations to Outlook for enhancing their service quality in order to increase their consumer satisfaction.
The researcher conducted a literature review on the topic of the research. Here he discussed customer satisfaction, service quality, dimensions of service quality and the relationship between customer satisfaction and service quality. In the research methodology, the researcher used positivism philosophy, deductive approach, the descriptive method of research design, and quantitative data collection method. To collect the primary data researcher used a survey. The survey was performed on 100 customers of central London who purchased services from outlook care. The survey included 10 questions where both open-ended and close-ended questions were present.
The finding of the survey reveals that the majority of the consumers are happy with the service quality of Outlook care. They are motivated by the services given by Outlook care. They are happy to recommend others about Outlook care. However, there is still room for improvement in the service quality of Outlook care. The participators of the survey suggested that they should improve their communication level with the customers and they should research more modern therapies for their patients. In summary, the service quality of Outlook care is satisfactory and the customer satisfaction level is acceptable.
To improve their customer satisfaction level Outlook can improve their service quality more. They can introduce new advanced technologies in case of customer care. They can improve their research and development to know and apply new therapies and medications to their customers. They can train their workers for providing better customer service and handle the technical side of the company.
Chapter 1: Introduction
Customers are the most powerful stakeholders of a business. To earn prosperity in the marketplace, the satisfaction of the customers the main weapon for the business. In order to achieve customer satisfaction, the company or the business needs to render a good service quality to their customers. Customers choose the company where they get the best standard of service in comparison to other companies. It is one of the ways of earning the competitive advantage in this very rivalry marketplace of this generation (Beard, 2014).
1.2 Research background
Service quality can be defined as the difference between the expectancy and understanding of the customer from the organization (Altman, 2018). To earn success in the competitive marketplace the organization must need to render an exceptional service quality to earn customer satisfaction (Beard, 2014). On the other hand, customer satisfaction is another factor in achieving organizational prosperity. Customer satisfaction can be defined as the situation where consumers are happy or satisfied with the organization’s service product. Service quality and customer satisfaction are related to each other in a great way (Outlook Brochure, 2017)
Outlook an extraordinary organization rendering helps to the helpless people. They have won an award and has been providing their supports to the people with a mental health condition, people with learning disabilities and complex nursing needs for over 25 years. According to Outlook (2017), they spend every penny they earn to improve and develop the services they provide to the people in need. They have many branches over London and Essex. Outlook care’s main aim is to help the unable people to unlock their potentiality and lead a better life.
Outlook care’s mission is to help people with learning disabilities, mental health, support older people. In the case of helping people with disabilities, they have many experts in their center to help their customers with great care. They help them to make their potentiality recognize in their disability and lead life independently. They have specialized people in the area of Autistic spectrum disorder; behaviors that challenge; communication support needs; dementia; sensory and physical needs. In case of giving those therapies, they have communal living areas which contain flats and houses. They keep their patients in their area as long they think they needed to keep in order to give them independent life. Outlook also arranges mini holidays for their disabled patients (Outlook, 2017).
UK one of the largest problems is mental health-related problems. There are many kinds of mental health-related problems, and their severity varies. However, Outlook also gives support to these kinds of patients. They have experts for bipolar affective disorder, behaviors that challenge, including self-harm and self-neglect, drug-induced psychosis, schizophrenia, and severe anxiety. In case of providing help to these people, Outlook has property in London and Essex where they render registered care (Outlook, 2017).
Outlook also provides care for patients with dementia. Fox burrow Grange is their state-of-the-art specialist nursing and dementia care home in Colchester. In this care home, they have very supportive nursing staff and patient-friendly buildings and environments for patients with dementia. They take great care of their patients as well as they give them free will to live their life independently within their property and nursing care (Outlook, 2017). According to Alzheimer’s Association (2018), dementia is a serious disease that affects the brain and loses a person’s ability to perform daily self-care. This disease also affects the ability to learn new information, making decisions communicate with others, recognizing the world, and planning for the future. Thus, as Kennedy (2018) notes, caregivers must provide 24 hours care a day to ensure the patients are safe and well. Caregivers are responsible to help the patients in housekeeping, managing medications, managing finances and shopping, helping with daily activities, and providing consultants (Verulava et al., 2018).
1.3 Research rationale
Ruyter (2017) stated that, to obtain sustainable competitive advantages for Outlook care in this very competitive marketplace they have been taking the service quality and the customer satisfaction factors under great attention for a time while. Service quality is one of the catalogs of the competitive advantage for an organization. On the other hand, the consumers’ satisfaction with Outlook care can be used as a guideline to measure their service quality. To improve the brand image and increase the popularity of the brand or organization consumers’ positive reactions play a very important role. Whereas, negative reviews of the consumers can destroy or decrease the brand popularity in no second (Caruana, 2015). Although Outlook care has been considering both sectors in their company, however, the relation among the two factors is still some kind of vague.
It is impossible to imagine a health care service center without great service quality to their consumers. Health care service is a fundamental part of society (Rui, 2016). Therefore, to earn success in their business and also render remarkable care to their patient to help them in fulfilling their biological need, service quality is very significant (Caruana, 2015). Nevertheless, many health care centers are unable to understand the relationships between customer satisfaction and service care (Thomas, 2011). Therefore, this study aims to identify and analyze this relationship of the factors of Outlook care. Behind the motivation of doing this study, there are two variables. One of them is to know about the service standard that Outlook offers to their consumers. The second one is to know about the customers’ satisfaction level with Outlook care.
According to Kennedy (2018), more people are nowadays seeking service from healthcare providers. This is because more people are having health problems than ever before due to the increase in diseases and health problems. Alzheimer’s Association (2018) said healthcare providers are seeking new approaches to providing services to meet their customer changing needs. Therefore, the finding of this study will benefit the healthcare industry and providers. The healthcare industry and organizations will get guidance from this study on how to improve their service quality and meet the customer changing expectations. On the other hand, this study benefits the researcher and the academic community. The researcher and academic community can gain knowledge and understanding on how to identify research gaps and conduct valid and reliable research…………..
Total word: 11876