Investigating the Impact of Poor Communication between Organisations and Customers on Customers’ Satisfaction and Loyalty: A Case Study of Apple

1.      Overview

Consumers’ positive impression of Apple may be seen in the company’s constantly rising levels of customer satisfaction and brand loyalty over time. In 2022, Apple has an impressive NPS score of 72, according to NPS Benchmarks; this is much better than the average NPS score in the consumer electronics market, which is 48.

The main point of this research is based on by comprehending why and how Apple accomplishes high customer loyalty, you can establish an approach that enhances customer satisfaction during your own organization. Communication is the process that raises collaboration and generates the according to the willingness of two parties.

Communication is a skill that raises the current operations and determines the outcomes as it required the most necessary part. The relationship between the customers and the organization increases with the development of strong communication. It helps to understand the broad situation and tackle the situation related to the better as well as the core changes into the entire success values.

Providing the finest and most desirable products on this competitive market is one of the most essential factors in capturing the attention of customers. Customer loyalty results from customer gratification. This review examines the relationship between consumer satisfaction and loyalty, as well as the factors that influence both of these ideas.

Furthermore, we will learn how these concepts influence the relationship that customers have with an organization, thereby helping the organization achieve a stronger position on the market or outperform its competitors.

Read more: The impact of COVID-19 on the performance of digital companies by the analysis of Apple Inc.

Research Question:

• What is the impact of poor communication on the satisfaction of the customers of Apple Inc?
• How the Apple Inc poor communication affect the satisfaction of the customer satisfaction.
• What is the role of poor communication among the customers and company to the satisfaction and motivation of customers as the case of Apple Inc

Research Objectives:

• To investigate the impact of poor communication among the customers and Apple organisation.
• To evaluate the customer satisfaction by the communication among customer and company as the case study of Apple Inc.
• To understand the effect of lack of communication between the customers and Apple company on its satisfaction of customers.

2. How the objectives will be achieved?

2.1. To investigate the impact of poor communication among the customers and Apple organisation.

Activate:

• By analysing the past experiences from the Apple company and its employees.
• Need to conduct the systematic literature review

Deliverables:

• Literature of Report.
• Studying the background of Apple company’s efforts on customer’s satisfaction.

2.2. To evaluate the customer satisfaction by the communication among customer and company as the case study of Apple Inc

Activate:

• Analysing the journals and past academic data’s related to Apple company’s customers.
• Trying to figure the existing information regarding Apple Company and their customers

Deliverables:

• Using secondary sources to gather the information related to the entire topic.
• A complete path that indicated the customers journey and their communication towards Apple Inc.

2.3. To understand the effect of lack of communication between the customers and Apple company on its satisfaction of customers

Activate:

• Understanding the customer’s satisfaction factors by Apple company.  
• Understanding the communication factors between customer and Apple company

Deliverables:

• A section in literature review, finding and discussion and in implementation part.
• Analyzing the analysis of data and recommended part.

3.     Literature review:

• The impact of poor communication between the organization and the customers of Apple Inc.:

The poor communication between the customers and the engagement of the company raises the growth or certain change as it obtains the preferred areas.  Communication between the customers and the employees or management of the Apple company directly raises the strategic values and its higher success.

Poor communication decreases the organizational culture and determines the core changes into the most centred plans. The development of poor communication directly affects the progress of Apple Inc. and boosts the strategic plans whether it is reliable or not.

Apple company innovation and success become reduced through the development of poor communication as it is most specific and convenient terms relate to the broad change. By determining the core practices and maintaining the internal environment, the strategic management approaches become strong.

• The poor communication between Customers and Apple company management and its Impact on customer satisfaction:

When the company does not respond to the customers then it affects the level of satisfaction as well as motivation of the customers. Customers of the firm are the essential part that raises the organizational success and determines the broad change. The satisfaction of customers is an important part that represents the organizational culture and its overall plans.

There is strong communication is required to get the change and allow the processes of growth into the future. The customer’s satisfaction and motivation affect the growth values and determining the reliable goals as it gains success. The management of the company and the customers are the important part that increases the organizational culture and generate collaborative records of clear success.

Communication will increase the organizational plan and determine the broad use related to the core change. The satisfaction of customers and raising strategic responses as it is the most essential process. Communication must be strong and positive that increase the organizational culture and the process of the broad change.

4.     Research methodology:

The research methodology is a process that uses to evaluate the process of data collection and gathering the success related to the broad change. This methodology improves the overall change and transforms the broad operations related to certain changes. The research methodology defines the process to collect the data and gather the information related to the entire sources.

In this research study, there is an interpretivism approach is used to collect the data and gather the success. This research determines the broad success and platforms of the study topic. There is a deductive approach that is used to get success and maintain the broad changes into the future.

The deductive approach uses the top to down technique to gather the data related to the broad and all the authentic records into the broad change. There is a non-probability strategy of sampling exists that affects the progress of the firm and raise the strategic planning.

There is a deductive approach is used to analyse the data on the poor communication between the customers and the management of the company. These activities of the businesses raise growth and maintain clear strategic values. There are two sources used to gather the information and collect the data related to the advance plans. Primary as well as secondary sources are used to gather reliable data. In this research, there is a secondary source is used to gather the data and achieve the information.

Different tools are used to collect the data related to the secondary sources either the journal articles, past academic papers, research studies, and the customer satisfaction report of the Apple company. These sources generate a higher level of satiation by determining the success and engaging with the broad changes related to the current plans.

The development of advanced and practical change relating to the research methodology. There is a thematic analysis of the research is used to collect the data and analyse it in the theoretical form. With the development of advanced strategies and using the broad techniques of the company, overall satisfaction can be developed using the broad areas.

The ethical consideration and the limitations of the research are also defined as the broad areas of business success. There is a secondary source preferred by the researcher in this study to analyse it gathering the information.

5.     Legal, Social and Ethical Issues

The majority of research articles and information of company Apple are not freely accessible and require payment to obtain. At this stage, a researcher should be compensated for obtaining them while respecting their legal and ethical rights. The approval of the topic from the supervisor, keep the data informed and consent, and privacy of the information are the ethical; considerations of the company.

Social issues are associated with the production environment, the government, society, and the natural world. All of these issues may arise during the research process development. Before beginning the research, one must consider and avoid these issues in order to obtain useful results.

6.     Resources

All the detail regarding the resources that are required to fulfil the goal of this project are explained below:

Hardware:

• Computer/laptop
• Internet device
• Printer

Research Articles:

• Research articles from 2018 to 2022
• Science Direct
• IEEE Access
• ACM

7.     Critical success factors

The efficacy of the research may be impacted by critical factors of this study, such as poor-quality or incorrectly information on the internet. Identical to how a selection of articles and journal can affect the research aims and objectives based on that data.

Various stages of the project, such as planning, execution, and evaluation, are susceptible to the risk. There may be initiatives behind schedule or budget overruns in the initial project planning phase. Similarly, there may be issues with information quality, the articles that are chosen, and methodology adopted. 

8.     Schedule

TASK ID	TASK DESCRIPTION	DURATION	START DATE	END DATE
1	Introduction	7	13/4/2023	20/4/2023
2	Background	10	21/4/2023	30/4/2023
3	Research Objectives and Questions	10	1/5/2023	10/5/2023
4	Literature Review	20	11/5/2023	30/5/2023
5	Methodology of Research	15	1/6/2023	15/6/2023
6	Finding	15	16/6/2023	30/6/2023
7	Limitation	15	1/7/2023	15/7/2023
8	Recommendation	16	16/7/2023	31/7/2023
9	Conclusion	15	1/8/2023	15/8/2023
10	Final Report	60	15/8/2023	15/10/2023