A study on Customer Feedback and Its Impact on Service Improvement at Pragyan Child Development Centre
Lourdu Roshan.A , Dr. S. Krishnakumari
PG student, School of Management Studies, Sathyabama Institute of Science and Technology
ABSTRACT
Customer feedback plays a crucial role in the continuous improvement of service quality, especially in healthcare and child development centers. This study focuses on analyzing customer feedback at Pragyan Child Development Centre (CDC), Bengaluru, to assess satisfaction levels and identify key areas for service enhancement. The research aims to understand how parents and guardians perceive the services provided by Pragyan CDC, including aspects such as therapy effectiveness, staff expertise, appointment scheduling, and communication. A structured survey was conducted using a Google Form questionnaire, collecting responses from parents who have availed the center’s services. The collected data was analyzed using Chi-Square Test, a statistical tool that helps determine the relationship between customer satisfaction and various service factors. Findings from the study reveal crucial insights into areas where Pragyan CDC excels and aspects requiring improvement. Common challenges such as long waiting times, communication gaps, and the need for more personalized therapy plans were identified. Based on the feedback analysis, recommendations were made to streamline operations, enhance customer engagement, and improve overall service quality. This research emphasizes the significance of customer feedback in shaping service strategies and highlights its impact on customer retention and organizational growth. By implementing the suggested improvements, Pragyan CDC can enhance its reputation, increase patient satisfaction, and drive long term service excellence.
