Abstract
M.B.A.
This study focuses on the impact of staff turnover on the level of service provided to
customers. Understanding your customers' service requirements and .meeting or
exceeding these needs and requirements and requests are key success areas for any
business. There is, however, various factors that can have an impact on a business's
understanding ofwhat the customer requires, and it is here that the customer relationship
plays an important role. These relationships are built by people - staff.
Staffturnover can be seen as the number ofstaff members that moved into, and out of, a
position over a given time period, and can influence a business and customer
relationships in different ways.
A secondary study was embarked upon to determine what staff turnover and customer
service entails. This focussed on defining the concepts, causes and possible effects
thereof.
A primary study was undertaken in the Bulk Cryogenic Gasses industry to determine if
there is a link between the two variables. A questionnaire was sent out to various
respondents to gather primary data to record customers perceptions of the impact
regarding stafftumover on the level ofservice provided to them.
Based on the responses received from the questionnaires, the majority ofcustomers were
not impacted by staff turnover. The minority of customers who stated that they were
impacted by stafftumover experienced a positive change.
It is clear from this study that staff turnover does not impact negatively on the level of
service provided to customers