Customer Satisfaction in Marks and Spencer : Report

Business Environment

Table of Contents
What is a business...................................................................................................... 2
Marks and Spencer..................................................................................................... 3
1.The purpose of organizations.............................................................................. 4
2.The size and scope of organizations............................................................................6
3.The relations between various functions of organizations ......................................8
4.PESTEL analysis................................................................................................. 11
5.SWOT
analysis...............................................................................................................
..................................12
6.The external macro
factors...............................................................................................................
............14
CONCLUSION..........................................................................................................
...............................15
References...............................................................................................................
..............................16
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What is a business?
According to business dictionary, business is “an organization or economic system where
good and services are exchanged for one another or for money”
Business is an essential part of modern world because nowadays we are looking continuously
to satisfy our unlimited wants. Besides business is an economic activity which produces and
distributes goods and services to satisfy customer needs (David, 2011).
According to Dickens, “Business refers to a form of activity conducted with an objective of
earning profits for the benefit of those on whose behalf the activity is conducted”.
The main objective of a business is the profit, because the profit it`s a reward for the contract
between the seller and the buyer. The contract is the subject of the business. The reward that
the businessman is receiving after he`s providing his services is the profit. The consumer`s
satisfaction is the one that businessmen is trying to promote.
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MARKS AND SPENCER
MARKS AND SPENCER had been founded by Michael Marks and Thomas Spencer in
1884.Marks and Spencer is a multinational retailer in UK and is specialised in the selling of
clothing, luxury food products and home products.
In present Marks and Spencer has 959 stores in UK and the ones that only sales food product
are about 615 stores.
The company was the first British retailer with a pre-tax profit of over 1 billion in 1998.M&S
has many international stores:58 stores in India, 48 stores in Turkey,37 in Russia,27 in
Greece,17 in Ireland,14 in France, 11 in Poland, 6 in Hungary and Finland,5 in Spain and 959
in UK (Marks and Spencer, 2017).
M&S promise to make every moment special for his customers so they are serving high
quality, own-brand Food Clothing and Home products. M&S has 1433 stores worldwide
where all the employers are trying to do the best for the customers.
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