INVESTIGATING THE IMPACT OF SERVICE DELIVERY ON CONSUMER SATISFACTION: A CASE STUDY OF FORD - GAUTENG PROVINCE (REPUBLIC OF SOUTH AFRICA)
Keywords:
Impact, Service Delivery, Consumer, Investigation, Satisfaction, Globalization, Businesses, Organizations, Technology, Information, CompetitionAbstract
An increasing amount of businesses and organisations in recent times are realising that being capable of providing acceptable levels of customer service delivery may, be the deciding factor of whether or not they will exist in the future. In this modern age of technology, competition has increased dramatically due to the fact that, the internet is able to bring many options into the hands of the consumer and has increased the pace of globalisation. Therefore, consumers have more bargaining power than ever before and, are aware of all the information options available to them in order to make informed decisions. The aim of this study was to investigate the impact of service delivery on consumer satisfaction at Ford as exemplified in the title of the paper.
