Improving the Customer service of JUSTDOGS Spalons Pvt Limited Ahmedabad through balance scorecard approach

Abstract

This research aims to analyze what most affects customer satisfaction and quality of service at JUSTDOGS Spalons Private Limited by studying its retail and grooming operations based in Ahmedabad. The growth in the pet care market has led to increased competition and the Balanced Scorecard (BSC) used as the basis for evaluating performance across multiple perspectives including customer experience and internal service processes. The research specifically examined how product quality, delivery of services, the behaviour of staff members, experience using the website and in the stores, as well as overall store ambiance contribute to customer satisfaction. Primary and secondary data collection methods were used for information collection the resulting behavioral data was analysed according to the Balanced Scorecard framework to measure the success of service delivery and identify any shortfalls in performance. Additionally, it was noted that there was a significant impact of employee-based and service execution factors on customer satisfaction of JUSTDOGS with employee training and internal process improvement being crucial in enhancing customer experience using the Balanced Scorecard (BSC) framework. Subsequently, the results of this research indicated that customer satisfaction at JUSTDOGS is a multidimensional construct that is created from a combination of service quality, operational efficiency and customer experience. Therefore, effective implementation of strategies to achieve improvements in service delivery, employee training and customer engagement should be considered to enhance overall business performance, strengthen brand image and ultimately retain customers over time.