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Assignment on Data Analysis & Big Data

   

Added on  2019-12-03

29 Pages7420 Words178 Views
RESEARCHPROJECT

TABLE OF CONTENTSCHAPTER 1 INTRODUCTION.....................................................................................................1Research project description........................................................................................................1Background of the organization...................................................................................................1Research aim and objectives........................................................................................................2Reason for selection.....................................................................................................................2Research Methodology................................................................................................................2Timescale.....................................................................................................................................3Chapter 2 Literature Review............................................................................................................4Introduction..................................................................................................................................4Literature Review........................................................................................................................5Factor influencing the customer services and satisfaction......................................................5Customer Loyalty....................................................................................................................6Ways of improving the services..............................................................................................6Importance of customer Service..............................................................................................7Chapter 3 Methodology...................................................................................................................9Methodology, Methods and Techniques......................................................................................9Sampling....................................................................................................................................10Data collection...........................................................................................................................11Ethical considerations................................................................................................................11Chapter 4 Data Collection and Analysis........................................................................................12Data Collection..........................................................................................................................12Data Analysis and Discussion...................................................................................................14Chapter 5: Conclusions and Recommendations............................................................................21Conclusion.................................................................................................................................21

Recommendations......................................................................................................................22REFERENCES..............................................................................................................................24

CHAPTER 1 INTRODUCTION Research project descriptionCustomer service plays an important role in every business industry. They are the ones onwhich the success of an organization depends. It has to be noted that they are not only concernedwith the buying but they also look to expect high quality services from the firms (Azulay, 2012).Even after the process of buying, a company needs to maintain a long term relation with itsclients. The present retail environment is highly competitive and changes are seen at regularintervals. Due to globalization the market has become so wide that companies are havingcustomers at beyond the boundaries of the nations also. It has become difficult for them to dealwith the consumer behaviour as it is influenced by many factors such as cultural, language,background, tradition, beliefs etc (Bailey, 2009). Now a days, people can change their perceptionrelated to products and services in couple of seconds. That is the reason terms like customersatisfaction, loyalty and services have become very crucial for the companies. They need tomake sure that people remain loyal towards their respective brands always. The subject of thisresearch study also deals with evaluating the satisfaction & services at Sainsbury Glasgow(Bernoff and Schadler, 2013). The motive is to examine the level of customer services andsatisfaction at a retail store of Sainsbury. This research makes an effort to bring improvements inthe services of the store in case if they are discovered not up to the mark. Background of the organization Sainsbury comes on second position in the list of supermarkets in UK. Currently it isholding 17% of share in the supermarket sector. The brand was established in 1869. It has beenrealized that Sainsbury was the first company to adopt self-service retailing. The business of thecompany is divided into three segments that is supermarkets, convenience stores and banks. Thevision and mission statements of Sainsbury has remain unchanged for several years (Sainsbury,Annual report, 2013). The vision is to become the most trustful brand within UK where peoplecan come in large numbers and do sopping. This report puts an check on how the company isperforming and how it is fulfilling the needs of it customers. 1

Research aim and objectives The major aim of the research is to examine the level of customer services at Sainsburystore in Glasgow. In order to achieve the above aim following objectives have been framed:To investigate the customer service level at Sainsbury store To examine the satisfaction level among the customers at Sainsbury store To discover what the expectation are of customers with regard to services To identify the way through services at the Sainsbury can be improvedReason for selection There are many reasons which contribute toward the selection of topic for this research. Itis evident that customer service and satisfaction plays an important role in the retail industry.Companies are required to pay huge attention on these two aspects. The services are required tobe improved at regular intervals. Customers are the most vital stakeholder within the business asthey act as the key to achieve success. Hence this research work can be very useful inunderstanding the retail environment and the customer’s needs and expectations. Research Methodology The methodology is concerned with the tools and techniques which are applied forcollecting the primary data. It is essential that a research should have an effective methodologywhich can contribute towards the achievement of goals and objectives of the study.Data Collection – In the task of data collection, relevancy and validity are very crucial.There is a need to obtain the data from valid and authentic sources. For this research datahas been collected from both primary as well as secondary sources (Kimmel, 2009).Primary data has been collected from customers of Tesco by applying the questionnaireapproach. On the other side secondary data has been compiled from published sourcessuch as books, annual reports, newspapers etc. Sampling – Sampling is an activity which is undertaken to make the data collection workeasier and simpler. It is performed to identify the representative set of sample from whichthe primary data is needed to be collected. For this research work sample has been chosenby applying the combination of random and purposive sampling (Kumar, 2005). Asample size of 50 customers has been kept for the questionnaire process. 2

Research type – It decides the framework under which the research is to be conducted.Researcher has the option of applying two different type. One is qualitative and other oneis quantitative. The qualitative type is related with investigating the human behavioursuch as satisfaction, comfort etc (Marlow, 2010). Quantitative is more concerned withnumbers, figures, tables etc.TimescaleACTIVITY/WEEK123456789101112Identified the problem Systematic analysis to choose the topic for the studyChose the research Conduct literature review for secondary data collectionSet the objectivesPrimary data collected from customers Identified research approachDesign research methodologyPreparation of structured questionnaire Make Fill up the questionnaire from customers Organize collected data in excel sheets Apply suitable technique to analysis dataInterpretation of the dataEvaluation and finding of the researchRecommendation and suggestions for further studyOutline the findings chapterCreate report in a presentable manner3

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