Customer Satisfaction in Tesco Plc.: A Research Project

Research Project
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Contents
Introduction......................................................................................................................................4
Task 1...............................................................................................................................................5
1.1: Formulate and record possible research project outline specifications................................5
1.2: Identify the factors that contribute to the process of research project selection...................8
1.3: Undertake a critical review of key references......................................................................9
1.4: Produce a research project specification............................................................................10
Task 2.............................................................................................................................................12
1.5: Provide an appropriate plan and procedures for the agreed research specification............12
Task 3.............................................................................................................................................14
2.1: Match resources efficiently to the research question or hypothesis...................................14
2.2: Undertake the proposed research investigation in accordance with the agreed specification
and procedures...........................................................................................................................15
2.3: Record and collate relevant data where appropriate...........................................................16
3.1: Use appropriate research evaluation techniques.................................................................17
3.2: Interpret and analyse the results in terms of the original research specification................18
3.3: Make recommendations and justify areas for further consideration..................................23
Task 4.............................................................................................................................................24
4.1: Produce a written report, summarising the findings, presenting the conclusions and
appropriate recommendations for an audience..........................................................................24
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Conclusion.....................................................................................................................................26
References......................................................................................................................................27
Appendix........................................................................................................................................29
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Introduction
The research study is based on the topic customer satisfaction in relation to products of the Tesco
Company which is situated in the UK and is a retail company dealing in wide variety of
products. There are various methods which are used for conducting the research and analysing
the level of satisfaction among the customers. Surveys are conducted to know the responses of
the customers and appropriate resources are used for carrying out the research successfully. The
collected data and responses are analysed with the help of certain tools and techniques which
enables the company to get an effective result.
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Task 1
1.1: Formulate and record possible research project outline specifications
Research question
What strategies are required to be formulated by Tesco for increasing its performance and level
of satisfaction among the customers?
Purpose of the research
The research project is required to have a purpose so that it becomes easier for the researcher to
carry out the research study effectively. The purpose of the research study is:
 To evaluate the performance of the company in the market.
 To analyse the satisfaction level among the customers regarding the products of the
company.
 To adequately analyse the market and find out the opportunities available to the company
to grow and develop.
 To examine the effectiveness of current operations of the business.
Research outcomes
The outcome of the conducted research is that Tesco and other companies are required to focus
on its various activities and functions to improve its operations so as to enhance its performance.
Customer satisfaction is an aspect which requires consideration by the company for getting
success in the competitive business environment. In order to increase its share in the market, the
company needs to ensure that it highly satisfies the needs of the customers by providing them
with the products they actually desire (Ryu, et. al., 2012).
Tesco Company requires making use of advanced and latest technology so as to enhance its
performance according to the rapidly changing business environment. This way they can
improve their overall performance and provide the customers with the products of their
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preferences and choices which would increase the customers’ satisfaction level. This will help
the company in maintaining a good relationship with the customers for a longer period. Making
use of digital technology the company can benefit to a large extent in terms of performance and
customers satisfaction.
The rationale for the choice of research
The research is conducted on the company’s performance and the level of satisfaction among the
customers regarding the products as well as services of the company. The reason for choosing
this topic is to know the current position of the company in the market and to also to analyse the
level of customers’ satisfaction which is the major part in running the business successfully. In
the rapidly changing business environment, it is highly important to know whether the products
of the company match the standards of the market and the expectations of the customers (Saeidi,
et. al., 2015).
Ethical issues
During the research, there were certain issues which were faced by the researcher and adequate
measures had been taken to overcome the issues (Oster, 2018).
 Financial and monetary availability.
 Lack of human resources.
 Insufficient time.
 Issues inaccurate decision-making process.
Methodology
For carrying out the research effectively, relevant and required data has to be used by the
researcher for getting a clear view and effective result. As a result of which qualitative, as well as
quantitative methods, have been used for the research. The qualitative method involves the
articles, books, journals, internet etc which are used to collect the already analysed data.
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