Case Study Computers R Us Assignment Example | Topics and Well Written Essays - 2000 words

Case Study Computers R Us - Assignment ExampleIn regard to the initiatives set up by the company to boost satis itemion levels of the nodes, loyalty rewards came out as the best initiative so far with an mediocre 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 avail and repair division, CompleteCare, for its portable/laptop/notebook computers. This division promised to provide a rapid response to customers technical enquiries and warranty repairs.As a result of this, Computers R Us has been receiving multiple complaints about Comp leteCare at the Computers R Us call centre. To address these issues, a study was proposed and the research overseen by the concern 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 some(prenominal) possible initiatives to improve customer satisfaction to a minimum level of 6 out of 10To 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 calculate was computed as followsStructured 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 sectionsFive ethical concerns as outlined by Crowhurst and Dobs on (1993) were