ANALYSIS OF FACTORS AFFECTING LITTLE SNAPS’ CUSTOMER SATISFACTION

Abstract

ANALYSIS OF THE FACTORS THAT AFFECT LITTLE SNAPS’ CUSTOMER SATISFACTION

This study is entitled “Analysis of The Factors That Affect Little Snaps’ Customer Satisfaction”. This study aims to find out about the factors that affect Little Snaps’ customer satisfaction and Little Snaps customers’ inputs about the factors that affect their satisfaction. It helps the company to understand the customers’ satisfaction level directly from the customers’ point of view, therefore, the company can make improvements based on the customers’ input. Little Snaps is a photography service for babies that has served 34 customers in total. So far, Little Snaps only have three repeated purchases made. Given the fact, the researcher did a research to find out about the satisfaction level of Little Snaps’ customers through a qualitative study that has Little Snaps’ customers as the subject of the research. The researcher obtained Little Snaps customers’ inputs by asking questions through in depth interviews

This study found out that price, service quality, and product are the factors that affect Little Snaps’ customers satisfaction. The inputs from the customers suggested that (1) the product needs to be improved so it can be worth the price, (2) the service quality needs more improvements so that the customers satisfaction can be improved, and (3) the product should be customized to each customer’s desires so that it can fulfill their expectations.