The Four Cs of Customer Service Promulgating the Efficacy of Small-Scale Cement Industries Products

Abstract

Customer service remains the centric attention of every business organisation in the contemporary world. The businesses try and work very hard to impart the varied customer services to distinguish themselves from other business organisations. Every business holds a different position when talking about customer services they are providing as per the customers’ perspectives. The present study impresses as it pays attention to the different C’s adopted by the small-scale cement manufacturing units in terms of imparting services. The primary data for the study were obtained from eight small-scale cement firms operating in SIDCO & SICOP, registered under DIC (District Industries Centre) in District Udhampur of Jammu & Kashmir State. The various services in terms of different C’s adopted by the eight small-scale cement manufacturing units are “Commitment”, “Consistency”, “Communication” and “Completeness”. The ranking method was used to analyse the results and the results of the ranking table portrayed that the variable “Commitment” scored the highest mean rank as it perceived to the main content of distinguished service. The factor “Consistency” scored the second rank. Accordingly, the variable “Communication” appeared with the third rank; and finally, the variable “Completeness” acquired rank fourth. Further, the results of regression analysis revealed that imparting customer service is the result of effective commitment, consistency, communication and completeness regarding the products and services of small-scale manufacturing units. The study, however, is restricted to the small-scale cement production units operating in the one district only.

Keywords: Commitment, Consistency, Communication, Cement Industry, SSIs (Small-Scale Industries)

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