Factors Affecting Customer Expectations on Service Delivery in an Organization: Case Study of Wynton House Of Music

A Project Research Submitted to the Chandaria School of Business in Partial Fulfillment of the Requirements for the Executive Master of Science in Organizational Development (EMOD)The general objective of this study was to determine factors affecting customer expectations on service delivery of an organization and thus taking Wynton House of Music as the case study. The study had three Objectives. The first objective of this study was to examine factors affecting service delivery at a music school. The second objective of this study was to examine factors influencing customer satisfaction at a music school. The third objective of this study was to find out marketing strategies that affect service delivery at a music school. The research design of this study was descriptive research design. The target population of this study was 150 potential respondents who were inclusive of 95 Wynton House of Music students, 25 institution administration staff and 30 teaching staff. Stratified random sampling technique was used and led the study to engage a sample of 18 administration staff, 22 teaching staff and 69 students. The tools for data collection that were used in the study included a questionnaire with closed and open ended questions. The data collected was analyzed using descriptive and inferential statistics. Specifically, frequencies and percentages were used as well as correlations and regression analysis. The data was presented using tables and figures. Statistical Package for Social Science (SPSS) version 20 was used to aid the data analysis. Findings on service delivery at a music school indicated that WHM did not have the best interest at heart of their clients. Employees of WHM lacked the willingness to help customers, how prompt clients received services from WHM employees was wanting and minimal attention by WHM employees was given to their clients. It also indicated that for the realization of good, reliable and convenient service delivery, WHM needed to understand that the latter factors affect service delivery at Wynton House of Music. Customer satisfaction at a music school found that majority the clients disagreed on the appeal of the appearance of personnel and facility premises, provision of adequate information, timely delivery of service and poor allocation of time required to deliver each service. This objective concluded by indicating that the statements that were under consideration did not influence customer satisfaction at WHM. Marketing strategies that affect service delivery at a music school found that some respondents were unaware of marketing strategies at WHM while in some instances they were aware of the same. It indicated that WHM needed to have a clear marketing strategy that was conspicuous to the clients and well understood by the staff. The marketing strategies should have met the purpose of communicating the services delivered at WHM. The study concluded that there was a progressive enrolment improvement of students at WHM and also majority of the respondents did not vary on agreeability of the statements under consideration on factors affecting service delivery, factors influencing customer satisfaction as well as marketing strategies affecting service delivery at WHM. The objective on service delivery recommend that WHM employees should have the best interests of the clients at heart, WHM employees should be willing to assist their clients and the clients should receive prompt service from WHM employees. On the other hand customer satisfaction recommends for compliance on appearance of personnel, provision of adequate information, timely service delivery, allocating required time to deliver each service and meeting the schedule. Finally, marketing strategies recommends that WHM has to promote its services through word of mouth and social media as a marketing strategy, ensure quality of its service since taste affects the sale of a product