Customer Satisfaction on Waitrose : Report - Desklib
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Added on 2020-06-03
Customer Satisfaction on Waitrose : Report - Desklib
Added on 2020-06-03
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CUSTOMERSATISFACTION ONWAITROSE
TABLE OF CONTENTSEXECUTIVE SUMMARY.............................................................................................................3INTRODUCTION...........................................................................................................................1CONTEXT.......................................................................................................................................1Industry information...............................................................................................................1Problem definition..................................................................................................................1AIMS/ OBJECTIVES/ RESEARCH QUESTIONS........................................................................2Aim and Objectives................................................................................................................2Research question...................................................................................................................2METHODS......................................................................................................................................3Research approach..................................................................................................................3Research design......................................................................................................................3Research philosophy...............................................................................................................3Data collection and analysis...................................................................................................3Reliability and Validity..........................................................................................................3ETHICAL CONSIDERATION.......................................................................................................4Research limitations...............................................................................................................4SECONDARY RESEARCH...........................................................................................................5PRIMARY RESEARCH.................................................................................................................5RESPONDENTS.............................................................................................................................6ANALYSING THE FINDINGS......................................................................................................6DISCUSSION OF FINDINGS......................................................................................................12RECOMMENDATION.................................................................................................................16CONCLUSION..............................................................................................................................17REFERENCES..............................................................................................................................18
EXECUTIVE SUMMARYTo manage the satisfaction level of consumers there is need to make adequate changes in theoperations which benefits the firm in having better long terms relationship. In the preset researchthere has been analysis over the various factors which are influencing the consumer satisfactionand that will be helpful to Waitrose. The organisation works as the best retailer of UK whichdelivers the food products. The purpose of the research is to ascertain the various factors whichinfluences the consumers in making the adequate decision relevant with the purchasing theproducts and services. Furthermore, it also contains the quantitative analysis over the variousissues and brings the statistical outcomes which represents the accuracy of such outcomes.
INTRODUCTIONTo design the products and services as better the consumer satisfaction, it is essentiallyrequired that the business must make accurate market research and analyse the actual wants anddesires of buyers. In relation with Waitrose supermarket chain in UK, the researchers willperform a market research which in turn highlights all current market preferences, trends andfashion. Therefore, it will benefit professionals of industry to make appropriate development ofstrategies, planning and overall framework. There research will be helpful in analysing consumersatisfaction level as per interacting with all derivative group as per gender, age, employment etc.which makes it easier in analysing preferences of people. The research will be based oncollecting information regarding consumer behaviour in pricing, quality and convenience withthe products that will improve the growth of organisation.CONTEXTIndustry informationThe framework of Waitrose is consisted with providing the food retail services in whichorganic food is the main priority. This business has also participated in sponsoring the Englishcricket team. In organic business, it has owned 18% of the shares in organic food market. Thus,motive is to promote the use of organic food which will be good for society. It has 352 branchesin the UK which includes 30 little Waitrose stores. Annual turnover of firm is more than 5,400million. workforce of organisation is around 91000 which makes their fruitful efforts inattaining goals of business. In relation with the operation of entity. Main motive is to serve thequality products which must be convenient in prices and good for health (Ladhari, Souiden andDufour, 2017).Problem definitionMain motive of organisation is to make adequate changes in the operational practices andbring the innovative changes which will be helpful in delivering satisfactory services to theconsumers. The consumers' satisfaction is main priority and need of business for long termsprofitability (Prayag and et.al., 2017). Thus, the framework of Waitrose is that they makequalitative and quantitative efforts in providing the organic food to the consumers at convenientprices and must be fresh as well as healthy.1
AIMS/ OBJECTIVES/ RESEARCH QUESTIONSAim and ObjectivesAim: “To develop strategies for better consumer satisfaction- Case study on Waitrose”Objectives:To identify the desires and wants of consumers in the marketTo ascertain the current trends, fashion and market environmentTo develop strategies and tactics for improving the operational conditionsTo suggest favourable changes needed to be adopted by professionalsResearch questionHow to identify the desires and wants of consumers in market?How to ascertain the current trends, fashion and market environment?What are the strategies and tactics for improving operational conditions?What are the favourable suggestions for changes needed to be adopted by professionals?2
METHODSResearch approachThe researcher has designed that the quantitative approach will be followed by them.Therefore, in this type of positivist research, here the statistical and mathematicalmismeasurement will be considers over analysing the hypothesis on the research (Hosany andet.al, 2017). However, the questions are relevant with addressing the human behaviour,predictions and making the possible relationship between the research problems they areinvestigating.Research designThe integrated research has been adopted by the professionals to make appropriateanalysis over the collected information. It makes sure that all the gathered information must havelogical and coherent way which will ascertain a valid reason behind such issues (Hill andAlexander, 2017). Therefore, it will be helpful in determining the reasons among consumerbehaviour and preferences.Research philosophyThe philosophy has been adopted by the professionals in terms of making mostappropriate analysis over the research issue. However, in relation with analysingconsumers'satisfaction techniques, the researchers has followed positivism technique to be considered andimplemented by them.Data collection and analysisTo have the accurate outcomes over the research issues, the research has planned tocollect the data with the help of various questionnaires which will be asked to the randomlyselected individual. Therefore, in the present study, there will be analysis over variousconsumers' behaviour and the satisfaction level over several issues such as prices, quality,quantity, etc. Therefore, outcomes has been gathered on the basis of research hypothesis and willbe analysed and the relevant outcomes will be helpful to the professionals in decision-making(Blut and et.al, 2015).Reliability and ValidityIn consideration with making the research over quantitative techniques which will behelpful in representing adequate analysis over statistical and mathematical analysis. The3
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