Question

research on this topic and please provide the reference you get the information form:

Role of quality initiatives in customer satisfaction

A case study on Amazon.

  

Answer 1

Solution:
Quality initiatives in customer satisfaction are gaining increasing popularity in service-based organizations. This shift is evident because today we live in a buyers market than a seller's market and hence customers are at the center of any business who are looking to delight the customers with providing the utmost quality of service do obtain repeated business from them.

Looking at Amazon, the way Amazon is handling customer service is extremely interesting and useful to follow for other e-commerce companies as well. Easy ordering process, easy return process, 24*7 customer service are some of the basic services which Amazon provides to the customers and delighting them making customers return to Amazon bringing them repeated business.

Hence, one cannot undermine the importance of quality service to be provided to the consumers because instead of gaining more and more customers, serve your already existing customers well who in turn will bring you more business.