Impact of Customer Relationship and Enhanced Customer Perception on Customer Satisfaction: A empirical evidence of Service Industry in Pakistan

Abstract

The theme behind this research paper was to enlighten the devastating condition of service industry in Pakistan. The purpose of this study to  assess the outcomes and results for satisfaction of customer and also improving the employees relationship techniques . This research is based on quantitative approach having a positive philosophy. This research paper has used the questionnaire technique to collect data and questionnaire is medium of communication.  The target sector in this research is hotel industry. Data is collected from different hotels. This research paper has consider all the service provider industry of Islamabad and Rawalpindi and after words the sample is taken accordingly and respectively .the study has  used the convenience sampling method for data collection . the samples are employees and customer which are linked with service industry and Sample size taken is 240. Results have highlight the positive and significant relationship between the customer relationship management and customer satisfaction. Analysis of results also revels the positive relationship between enhanced customer perfection and job satisfaction. This study owns a great significance in regard of service provider sector and also this study can be implemented in different sectors.

Keywords:  customer satisfaction, Hotel industry, customer relationship management, enchased  customer perectption.