IMPACT OF LEADERSHIP ON CUSTOMERS SATISFACTION IN SUDANESE ORGANIZATIONS

Abstract

Customer satisfaction is the ultimate goal that all Sudanese organizations are aiming at. It takes a lot of enablers to reach that goal. It takes the whole management system to be devoted to, and the integration of leadership, people, resources, policy, strategy, and processes. This dissertation focused on the most effective enabler, LEADERSHIP! A survey was conducted using a simple questionnaire designed and distributed over five organizations randomly for both top management and employees to get the complete picture. Confidentiality was guaranteed for the information taken. The statements were designed to cover the first criterion of The EFQM model and were tailored to suit all its sub criteria. The data collected was processed and analyzed using SPSS statistic package. The results obtained reflexes the depth in relation between customer satisfaction and the different sub criteria of leadership; it mostly proved that among the five sub criteria of leadership the third sub criterion (c ) -- interact with customers, partners and representatives of society.-- has the deepest impact .And that proves the hypothesis. The survey did not conduct a professional assessment as known to assessors, but used the questionnaire to collect data from respondents.