customer satisfaction : case study on Marks and Spencer
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Added on 2020-06-06
customer satisfaction : case study on Marks and Spencer
Added on 2020-06-06
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1.1Overview of research.............................................................................................................41.2 Background of research...............................................................................................................41.2Research aim..........................................................................................................................51.3Research objectives...............................................................................................................51.4Research questions.................................................................................................................5CHAPTER 2: LITERATURE REVIEW...........................................................................................52.1 Introduction.................................................................................................................................52.2 Effectiveness of training and development..................................................................................62.3 Resources to achieve customer’s satisfaction..............................................................................6CHAPTER 3: RESEARCH METHODOLOGY...............................................................................63.1 Type of methodology...................................................................................................................63.2 Data sampling..............................................................................................................................73.3 Sources of data............................................................................................................................73.4 Limitation....................................................................................................................................7CHAPTER 4: DATA ANALYSIS......................................................................................................74.1 Data analysis................................................................................................................................74.2 Data and relation variable............................................................................................................8CHAPTER 5: COMCLUSION AND RECOMMEDATION.........................................................145.1 Conclusion.................................................................................................................................145.2 Recommendation.......................................................................................................................15REFERENCES..................................................................................................................................16TITLE: To determine the effectiveness of training in development of workers on better customer’s satisfaction.” A case study on Marks and Spencer
CHAPTER 1: INTRODUCTION1.1Overview of researchHuman resources are one of the important assets for every business organization in orderto attain better success. In this material, machines and another resources are not valuablewithout employees. For attaining positive outcomes, it is important for staff members toeffectively learn their job roles and responsibilities to perform it effectively. With the help ofthis thee easily attain positive outcomes in appropriate time frame. Along with this it is alsoessential to company to provide better training programs to their staff members which leadsin enhancing their skills and knowledge in most effective manner which directly contribute inattaining best outcomes. Further, training process is a systematic development of the workersin which they learn about improving their skills, behaviour, attitude towards the job profile.Basically, it is accepted that every business organization needs to improve their productivitylevel which can be possible by effective training and development programs. So that it isnecessary for firm to conduct training session for their workers. In absence of these activitycompany face various obstacles sat workplace. With the help of training programs companyeasily develop their worker’s performance in appropriate manner. In context of Marks andSpencer, which is British multinational retail company that offer house hold products to theircustomers in order to attain better satisfaction level. In this firm conduct training session andprovide their workers in order to enhance their skills and knowledge which leads inperforming their job responsibility in effective manner (Salas and et. al., 2012). The mainadvantage of offering training to workers is that they learn about new and effective way tocomplete their task and also manufacture quality products for their target market. With thehelp of this company create strong customers base and at the same time also attain long termbenefits. Basically all this comes under in manager responsibility of the company to offerbetter training and development programs to their workers in order to boost up their creativityand also enhance their morale towards the company. By this selected company also maintainpositive and healthy working environment at workplace which contribute in attainingdesirable goals and objectives at market place in effective manner.1.2 Background of researchCustomers are the important player for business organization to make profits ineffective way. So that it is company responsibility to offer quality and features products totheir customers as per their needs and wants which leads in attaining better satisfaction levelby them. Providing higher satisfaction is more important for business organization to retaintheir business in the market place for long time period. In this employees are play vital rolebecause they help company in offering quality services to their customers. Along with this,for enhancing worker’s performance as well as productivity it is important for firm to providethem better guidance in which they learn about their job roles and responsibilities in effectivemanner (Ryu, Lee and Gon Kim, 2012). This is possible by better training and developmentprograms. With help of this workers easily understand their task and perform it systematicallyby enhancing their skills. Further, manager should use right training methods and tools whichhelps in making an effective as well as systematic training season in order to attain positiveoutcomes. Basically the main purpose of this study is to effectively assess the training anddevelopment role in customer’s satisfaction. In this Marks and Spencer is one of the biggestretail company which provide variety products and services to its target customers in order toprovide them better satisfaction as per their wants (Regis, 2008). With the help of this
company create their customers base strong and at the same also retain them in competitivemarket for long time frame.1.2Research aimThe main of current research is “To determine the effectiveness of training indevelopment of workers on better customer’s satisfaction.” A case study on Marks andSpencer.1.3Research objectivesIt is important component for each and every research is to identifying the final objectiveas well as objectives which contribute in making successful research in effective manner.Under this case study of Marks and Spencer is attain end objectives of the research insystematic way. The main objectives of this study are as follows:To assess the overall impact of training and development programs of employees onsatisfaction of the customers.To determine the effective path in which company easily enhance their overall salethrough training and development process.To evaluate entire methods and techniques in order to attain higher satisfaction ofcustomers at market place.To assess the overall effectiveness of training and development in enhancingproductivity level of employees.1.4Research questionsResearch question is important phase of overall study which prepared by the investigatortowards the research topic in effective manner (Luo and Homburg, 2013). With the help ofthis researcher get better path in which they effectively execute as well as formulate aneffective research. Basically, overall questions help in providing better direction to theresearcher in order to draw a valid conclusion in effective manner. In this context there aresome questions which related with the current study are as follows:What is the main impact of training and development programs of employees onsatisfaction of customers?Which kind of ways as well as path in which training programs aid in enhancing theoverall sale of the company?What types of methods used by frim to attain higher customer’s satisfaction?What are the effectiveness of training and development programs on enhancing theproductivity of workers at workplace?CHAPTER 2: LITERATURE REVIEW2.1 IntroductionThis part is one of the important which help researcher in gathering relevant and up todate information towards the research topic in effective manner. By this researcher get anappropriate base in order to undertaking primary research in systematic way. With the help ofthis investigator easily draw a valid conclusion. Further, it is also important for researcher togather entire previous data of research topic before carry out the primary research (Lim andTing 2013). In this process investigator use various articles, books and magazines to collectrelaxant information towards the research topic and also helps in determining better outcomesin appropriate way.
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