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IPhone Customer Satisfaction Essay Example

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IPhone Customer Satisfaction

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IPhone Customer Satisfaction. The purpose for research into iPhone customer satisfaction of service and functions is to investigate why has it fallen from the number one ranking within the USA and UK market place. This research is crucial to the academic field as it will provide relevant information to the future researchers related to the satisfaction level of customers with iPhone. The research will help in providing information on the impact of customer services of iPhone on enhancing customer loyalty, thereby, enabling companies to be able to enhance the customers’ satisfaction level by designing and developing highly innovative and attractive products.In addition, this research study will help in identifying any other key factor responsible for the decline and if the causes are from the macro or micro environments or if they are frequent.

This will help Apple and other companies in coming up with strategies to tackle such declines.Customer satisfaction is crucial in creating customer loyalty. It is therefore necessary for any Apple as well as any other company to make their customer happy so as to build their satisfaction (Mao, 2010, p. It has been advocate world-wide over the recent decades due to stiff competition arising from globalization. Brooks and Dunn (2011, p. 14), found that Apple customers are greatly satisfied with iPhone as well as its functions because the company has been successful in designing the product after carrying out an in-depth market analysis. As a result, Apple succeeded in launching a distinctive and highly attractive product, which has provided a sustainable competitive advantage to the brand.In order to influence the buying behaviour of their customers, the company has to deliver exceptional customer service experience, which will enhance its brand image in the specific industry segment. Even though Apple has succeeded in this, Hodgkins (2014) maintains that the company is currently losing ground in their customer satisfaction department due to intense competition, making it to fall behind Sony, Microsoft, and Samsung. According to Hodgkins (2014) the main reason for the loss in ground by Apple is due to the lack of a solid retail chief. Even though Apple has been known for quite some time for its extreme brand loyalty as well as stellar customer service experience, a recent Forrester Research customer experience survey indicates that it is no longer the leader in this area (Hodgkins,. IPhone Customer Satisfaction.

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