Literature Review Assignment: Customer Satisfaction

Added on - 06 Jun 2020

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Literature Review
Table of ContentsINTRODUCTION...........................................................................................................................1Main Body..............................................................................................................................1Components that is to be considered for the quality service in retail sector:........................5CONCLUSION................................................................................................................................9REFERENCES..............................................................................................................................10
INTRODUCTIONThe Literature review or LR is the evaluative analysis report which includes the detailsand information about the selected area of study. It is the theoretical research that helps in thedetermination of the nature of research. The customer satisfaction and the customer servicequality is required to be of the utmost quality in order to have a better idea of the variousoperations of the company. Besides this, it helps in the better development of the goodwill withthe customers and build a good trust level. For the report the NETTO and Fakta is been taken asthe organisation of context. Both the firms are operating in the retail sector. This literaturereview will look after the effective management of the customer satisfaction and the servicequality provided by both the firms to its customers.Main BodyVarious themes are been set up to discuss the customer satisfaction and the quality of theservices that are been taken into the consideration by both the firms and is been used for theresearch purposes. Some major themes that are been taken into the consideration are:Concept and meaning of consumer satisfaction:The sustainable customer satisfaction is the key to the effective success of theorganisation that helps in the better development of the major operations of the company thatlays a deep impact on its operational capacity and profitability of the company. This is needed tobe seriously taken into the consideration for the better development of the organisation like Nettoand Fakta. According to the views ofBansal and Taylor (2015), the consumer satisfaction is themarketing term that is used to depict the quality of the product or the services that are been takeninto the consideration by the company to sustain and retain its customers. It is a form of thestandard that helps the business firms to identify the level of the quality which they provide andthe extant of the improvement they need to make in their product or services.Besides this, as per the opinion ofOrel and Kara (2014),it will help the business firmslike Netto and Fakta to identify the various measures that they can be taken in order to identifythe scope of changes that are been required by the cited firms to improve its productivity andprofitability. This help the firms to meet the operational requirements of the company in a veryeffective manner. The customer satisfaction is deeply based on various factors such as:Quality of the product or the service that is been provided by the firm.1
Product or the service value, in respect to the price that is been charged by the firm.The time also plays a significant role in the customer satisfaction level. The timelydelivery of the service to the customer will lead to a better satisfaction level.The environmental conditions also lay an impact. Netto and Fakta must look after thebetter management of the various operations that helps in providing the satisfaction levelto the customer while in the retail store.As per the views ofHussain, Al Nasser and Hussain (2015), customer satisfaction is veryimportant and crucial for the better development of the firm and helps in the better managementof the different operation's and provide the sustainable benefits to the company. It acts as theindicator for the company for the demand of its product and services.Other than this, it helps in sustaining in the competition and get an advantage over itsrivals by meeting the customer's satisfaction level and improving the market value of thecompany. According to Ennew, Binks and Chiplin (2015), it is economic and easy to regain andretain the old and existing customers of the cited businesses rather than looking and acquiring ofthe new ones. This also helps the firm to fulfil the needs and demands of the company to meetthe requirements of the customers and fulfil them in an effective member.Terminology of Service Quality:The service quality is required to be taken into the consideration by the better sustainingof the various operations of the company and meet the requirements of the company as well ascustomer's of the cited firms. As per the views of Hapsari, Clemes and Dean (2016), the qualityof the services and the customer satisfaction level is very closely related to each other. Theeffective providing of the good quality service will help the firms like Netto and Fakta in theretail sector to their customers.The perception of the services will be different for the different authors. Some mayprefers the ambiance of the retail centre or the product quality while other may emphasis on theservices offered.The service may include the various factors such as the finished products orgoods, the assistance provided while purchasing or using the product and the post sellingservices. The effective providing of the various services help the firm to improve its service2
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