Case Study Computers R Us - Assignment Example

In regard to the initiatives set up by the company to boost satisfaction levels of the customers, loyalty rewards came out as the best initiative so far with an average satisfaction level of 5.6452 out of 10 it was followed by the response time at 4.3714, both level of advice and communication level stood at below 4 out of 10. There was however no any association between age groups and the overall satisfaction level. The study could have been limited by the fact that the questionnaires were emailed and there was no direct contact between the researcher and the respondents to verify their answers.

Computers R Us, a computer manufacturer and retailer recently launched a service and repair division, CompleteCare, for its portable/laptop/notebook computers. This division promised to provide a rapid response to customer’s technical enquiries and warranty repairs. As a result of this, Computers R Us has been receiving multiple complaints about CompleteCare at the Computers R Us call centre. To address these issues, a study was proposed and the research overseen by the management of Computers R Us.

It was found that customer satisfaction was a contributing factor to the issues experienced in the CompleteCare division. Consequently, the management of Computer R Us developed several possible initiatives to improve customer satisfaction to a minimum level of 6 out of 10 To collect this data, a simple random sample of 500 customers was selected from a sampling frame. A sampling frame includes the actual list of individuals included in the population (Nesbary, 2000). Of the 500 customers that were sent surveys, 420 responded.

The response rate was computed as follows; Structured questionnaire constructed in English language was used to collect data with a total of eight items six of which touched on customer satisfaction. The questionnaire consisted of four sections: Five ethical concerns as outlined by Crowhurst and Dobson (1993) were