Question

Essay on after sales service customer satisfaction

Answer 1

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Introduction

Customer satisfaction is a word commonly used in marketing (Wirtz & Bateson, 1995). It is a gauge of how goods and services provided by an organization meet or exceed customer expectation (Farris, Bendle, Pfeifer, & Reibstein, 1995). In a spirited market where companies vie for consumers, customer satisfaction is as a vital differentiator and has progressively grown to be a chief component of business strategy (Gitman, & McDaniel, 2005). Hence, it is crucial for businesses to manage customer satisfaction (Wirtz & Bateson, 1995).

The aim of this research is to examine and analyze the satisfaction of the user when determining what level of security is required in order to reduce the risk of a security breach. The research topics covered include a survey of end users using the legacy EMR system at the NYS OMH, an analysis of the end users’ level of satisfaction concerning information security risks, the business and technical needs and skills of the end users, and the measures needed to enhance the functionality of the systems and performance of the users.

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