[UNLOCK] Tesco's Near Field Communication Implementation

This assignment involves analyzing customer feedback on Tesco's implementation of Near Field Communication (NFC). The customers suggest using NFC to improve customer satisfaction, increase sales, and reduce expenses. They also propose implementing digital business cards and boosting computer power to enhance the experience. The questionnaire reveals a mix of agreement and disagreement among customers regarding the potential benefits and challenges of NFC for Tesco.

Near Field communication and
customer satisfaction

ACKNOWLEDGEMENT
I am grateful to all of those with whom I have had the pleasure to work during this and
other related projects. Each of the members of my Research Committee has provided me
extensive personal and professional guidance and taught me a great deal about both scientific
research and life in general. Nobody has been more important to me in the pursuit of this project
than the members of my family. I would like to thank my parents; whose love and guidance are
with me in whatever I pursue. They are the ultimate role models. As my teacher and mentor, he
has taught me more than I could ever give him credit for here.

Table of Contents
ACKNOWLEDGEMENT...............................................................................................................2
INTRODUCTION...........................................................................................................................5
Background of the study.........................................................................................................5
Aim.........................................................................................................................................6
Objectives...............................................................................................................................6
Research Questions................................................................................................................6
LITERATURE REVIEW................................................................................................................6
RESEARCH METHODOLOGY...................................................................................................11
Research Approach...............................................................................................................11
Research philosophy.............................................................................................................12
Research Design...................................................................................................................12
Sampling...............................................................................................................................12
Data collection......................................................................................................................13
Data Analysis........................................................................................................................13
Ethical Consideration...........................................................................................................14
DATA COLLECTION AND ANALYSIS....................................................................................15
DATA ANALYSIS..........................................................................................................................3
Action Plan...........................................................................................................................17
REFLECTION...............................................................................................................................19
CONCLUSION..............................................................................................................................19
RECOMMENDATIONS...............................................................................................................20
REFERENCES..............................................................................................................................22
APPENDIX....................................................................................................................................24

INTRODUCTION
Near Filed communication is the modern technology or a set of procedure of
communication protocols that helps to connect electronic devices which is wireless and portable
device such as smartphone. The major use of this Technology is for contactless payment
systems, similar to those used in credit cards and electronic ticket smart cards and allow mobile
payments. Nowadays, NFC is more valuable and leading charges for the betterment of new
developing goals. This helps Company to enhance the sales volume and for customers it is useful
to enhance the shopping experiences. Beacon has been the another most popular technology
among retailers which covers the new emerging market and developing growth in order to meet
out the customer satisfaction. NFC has emerged valuable tool for gathering customer insights
and transforming the shopping experience. Further study will be going to present the importance
of this technology connected with the customer satisfaction. Present research will also be going
to take survey with the help of different research methodologies in order to meet out the research
aims and objectives.
Background of the study
In present time, retail companies have increasingly focused on the new modern
technologies to get customer more satisfied and happier with the product or services. This Near
field communication is enough to capable of two-way communication either from credit card or
debit card. So, this will helpful for the customers to get payments in faster manner. The purpose
of this present study is to explore the new opportunities for the customers. Besides, NFC is more
beneficial for the customers satisfaction and growth. Further, study will also present the Near
field communication that helps to provides high level of security because this device has work if
when two devices are brought close to each other, reducing the interference of third party.
Retail sector has been rapidly adopting this technology into their business functions in
order to meet out the best customer satisfaction results and growth for the NFC. On the other
hand, NFC is the subset of Radio Frequency Identification with limited range for the security
reasons. The main scope of this project is that NFC is the best device to make customer shopping
experiences more productive and better. It helpful to revitalise the lifestyle and relieving of all

the unwanted issue related to shopping. It gives good impact on the buyers and their satisfaction
level as well.
The purpose of this present research to improvise the buyer’s satisfaction by smart
shopping. It is the best device for the customer to let them know about their product and services
in which place or at which location in the place. On the other hand, another benefit of the device
is that, company can also find out their interested buyers by using NFC. This helps to establish
and identify their loyal customers and get more profit revenue returns.
Aim
“To explore relationship between Near Field communication and customer satisfaction: A
case study based on Tesco”
Objectives
 To identify the benefits of Near Field communication process for customer satisfaction.
 To ascertain the impact of NFC on customer satisfaction by 5% within 6 months.
 To determine the challenges and issues involved in NFC.
 To recommend the strategies or ways to enhance Near field communication process.
Research Questions
Q. What are the benefits of Near Field communication process for customer satisfaction?
Q. What can be an impact of NFC on customer satisfaction by 5% within 6 months?
Q. What are the challenges and issues involved in NFC?
Q. What are the strategies or ways to enhance Near field communication process?
HYPOTHESIS
Null hypothesis: There is no significant relationship between near field communication and
customer satisfaction
Alternative hypothesis: There is a significant relationship between near field communication
and customer satisfaction.
LITERATURE REVIEW
Theme 1: To identify the benefits of Near Field communication process for customer
satisfaction.

As per the Alamir and Jafari Navimipour, (2016) Near Field Communication has
presenting the advantages for both consumers and businesses together. There are some benefits
and reason that why company adopt using NFC to their business functions. According to Aik-
Chuan and et.al., (2015), Increased customer satisfaction is the first benefit that comes from the
Near field communication. For example, Tesco can adopt this strategy into their functions by
making transaction easier and faster because customer wants quick transaction by phones. This
ease of use cuts down on the amount of time customers have to wait a line. Customer more
looking for the company who has doing fast payment transaction machines instead of those who
still using manual system to make payments with taking long time.
As per the Cai, Zhao and He, (2015) Customer also have chance to earn different prices,
coupons and discount while purchasing online or on the multiple’s transactions. Companies also
applying NFC tags around their stores to make answers of consumer questions. Besides,
customer can easily get more information about the product. Overall, process of this shopping
make customer satisfied with the company style and their style of payment as well which will
increase the customer loyalty as well. As per the Beristain And Zorrilla, (2011) security is
another major issue which restrict NFC such as phone hacking and computer hacking can be
happened due to which customer also lost their money from the device and can also get lot of
information of users as well. This is the restricted sign of this device. Due to which most of the
company avoid to implement these Information technologies.
As per the Cai, Zhao and He, (2015) another benefits of NFC is to provide high volume
sales for the company by increasing the buyer satisfaction results. For example, by applying NFC
technology into their business functions, Tesco can have the better customer retention power and
good profit returns as well. Company employees also get to learn new different skills and
knowledge by applying this technique into their business functions or make faster transactions of
payments.
Another benefit of NFC is that, it is helpful to improvise the employee communication of
Tesco to make more better interaction with the customers. This device can be more helpful to
operate the employees in the business functions in a better way of communication way.

Moved to NFC technology can also helpful to have short staff employees’ members in
the store which beneficial for the Tesco to make less expenses of wages. It will helpful to the
Tesco to cut down the UN-necessary staff personnel.
It has been critically evaluated by Alamir And Jafari Navimipour, (2016) that, NFC is
quite costly and risky for the merchants to invest in the technology. Besides, another limitation
of this technology is that company fails to make enough incentives from this Technology as well.
Theme 2: To ascertain the impact of NFC on customer satisfaction by 5% within 6 months.
As per the Cai, Zhao and He, (2015) NFC is the foremost and latest technology in mobile
device industry. Besides, Near field communication is convenient for a payment that makes easy
for the customer to get fast process of payment transactions. It is the big reason of customer
satisfaction by NFC. Customers get happier with this Application and growth. In this process,
buyer can easily pay amount from its mobile Technology by using their mobile wallet. Another
reason of satisfaction is that, this Practical application also easy to understand and access. Online
payment will also very helpful for the customer to check out their financial transaction at the end
of the touch or tap to the screen.
Another reason of satisfaction is that, this device is more versatile than others as per the
suggested Alharbi and Drew, (2014). The mode of payment is uses for the reason of mobile
banking train tickets, getting real time updates, reward points, redeeming rewards and coupons
and much more to be analysed into different modes of transaction that will helpful for the
customer. It is the most beneficial device for the buyers to make their shopping experience
excellent. It brings new and great outcomes to make the better advantage and most delivering
products to make the happy and satisfied result outcomes and growth.
According to Cai, Zhao and He, (2015) moreover, it also helps to bring the new emerging
growth market result in order to meet out the best outcome result and growth. This system
growth is consisting in very ease and developing results in order to meet out the best outcome
results and growth. Besides, Customer can easily make multiple payments and growth from the
behalf of different functional and make the better different payments and result outcomes.
Customer can easily swipe their smartphones and make different payment options with the great
different deals.

As per the Alharbi and Drew, (2014) another benefit that affect customer into positive
manner such as this device is also very useful to make sharing information size of NFC tags and
their lack of a battery, relying and instead on radio frequency signals sent from a smartphone or
other NFC compatible device to operate. Moreover, all those benefits can help people to
purchase new more purchasing that will helpful for the Tesco to earn high customer satisfaction
chances. It will helpful to create different other advantages to make the better growth and
effective working outcomes.
NFC helps people to make better growth services and make the better customer servicing
growth. Retail sector has been adopting wide range of technology-based solutions such as
Barcodes, Beacons, Bluetooth, Geofencing etc. it will be proved that, these kinds of technologies
will more helpful to enhance the customer engagement a retention level of growth. It will also
enhance the retail technology and better satisfaction growth for the company into more profitable
manner.
As per the Alharbi and Drew, (2014) NFC is the best modern technology or device for
the better satisfaction level of retail customers. It helpful for Tesco to increase their brand
awareness, brand loyalty, and making effective marketing growth as well. It will help to make
the best outcomes and make the better growing substances. The best advantage for the customer
is that to promote the best and effective working outcomes to make the best outcome results in to
more appropriate manner and growth. The best thing for the great and manner of developing and
effective purposeful though full process (Near Field Communication, (2018). Besides,
consumers using NFC technique to authenticate access quickly and seamlessly, such as digitally
signing documents, securely car, home or office doors. This will helpful to make the better
growing results and make the best advantageous growth and developing outcomes. It develops
the small based specification tool that ensure interoperability among device and many services.
Tesco should need to adopt this technique to make customer happier and more satisfied with the
outcomes from the device and goals. NFC also most effective and exploring the company profit
in order to gain profit by 5%.
Theme 3: Challenges and issues involved in NFC
As per the Amir Museli, Nima Jafari Navimipour, 2018 Near field communication also
involved some cons in the business functional activities. These limitations or negative effects can

affect the customer satisfaction of the company. In order to make the best way to create the better
growth management. Tesco must be aware from the all facts of the new modern techniques. Such
as NFC also have some limitations that affect the overall position of the company such as NFC
having lack of security due to which chances of fraud is also involved in the business activities.
It helps to affect the better development growth in order to meet out the best possible action
plans and best outcome results growth. Security is the biggest concern for the company and
involves the possibilities of customer unsatisfactory behaviour as well. For that, company also
needs to make the effective process making task and make best target performance.
This makes the process more insecure and inefficient due to which customer might be
facing issues in transaction of money. Due to security reasons, most of the thought and process
will affect the system of the organisation level of the following task and developing result-
oriented goals. Rapid growing new technologies has always come with lots of limitations. Such
as with every growing technology one technology is making good and ineffective growth of
channel. Some due to these ineffective systems of performance many of the customers get
discouraged and less interested to make payments online.
As per the Ahmad, (2014) sometimes Tesco can also face the issues of lack of online
knowledge of many customers who might be little low ineffective work level to make the
dissatisfaction level of growth.
As per the Alamir And Jafari Navimipour, (2016) NFC having some potential threats
about that Tesco must be aware. Such as Data Modification threats, in which hacker can modify
the data which is transmitted from Near field communication process. due to this conflict or
challenges consumer might be get the wrong information that can be affect the data of the
consumers.
Another threat or challenges involved in the NFC is Eavesdropping threat which is
another dangerous issue in the process of NFC (Strengths and Weaknesses of Near Field
Communication (NFC) Technology. 2011). in this threat of process includes unintended
recipients are able to intercept and read messages accordingly and better growing performances.
NFC is the process of communication between two devices to make transactions. This process
set the limits of the range that means both the devices are not far from the range of 10 cm.

Another most affective threat involves in this technology is Man in the middle threat. In
which between the two people of communication get affected by third party. This will great the
better chances of the new developing result outcomes in order to meeting the company
dissatisfaction result or growth. This process affects the reputation of the company or can
discourage the confidence level of the customers and their faith on the company. It is the type of
cyberattack where a malicious actor him/herself into a conversation between two parties,
impersonates both parties and gain access to better information. In order to meet out the best
outcome and unnecessary ineffective goal outcomes.
According to Alharbi and Drew, (2014), on the basis of searching all following threats
and limitations of the research. Tesco needs to adopt some measure goals and objectives in order
to meet out the research outcomes and better growing performances. That helps to make the best
outcomes for the customer satisfaction. Besides, customer satisfaction is very much necessary to
stable the company reputation in the market. Thus, it can be said that company needs to more
focused on the further developing needs in terms of technology.
RESEARCH METHODOLOGY
Research Approach
Research approach is the set of procedure and developing the result outcomes and growth
in order to meet out the result outcomes and in order to meet out the best outcomes and best
possible action plan and growth. Apart from that, it is the most important and essential kind of
element in the process of better goals and research process to make the best outcome research
(Alharbi and Drew, 2014). There are two types of research approaches deductive and inductive
approach method. Inductive approach means where research is based on observation theories are
proposed towards in order to meet out the best outcomes and results. On the other side, deductive
approach generally make hypothesis on the existing theory which is slightly more efficient for
the better research outcomes and growth. Present study will be based on inductive research
approach in order to meet out the better research goals where focus of researcher is on exploring
relationship between Near Field communication and customer satisfaction.

Research philosophy
Research philosophy is another distinct style of measurements and better forming research
style that helpful for the research process goals. Research philosophy is the tool that helps to
study the research into deeper manner. Overall, the particular research technique will be helpful
or impacted by practical implications process in order to meet out the best goals outcomes and
results. There are two types of research philosophy Positivism and Interpretivism style of
philosophy. Interpretivism involves researcher to interpret the element of the study, and also
involves the role of human interest into the study process (Alharbi and Drew, 2014).
Interpretivism philosophy involves the data that interpret elements with the help of human
interest. This method of philosophy contains and based on reality and facts. On the other side,
Positivism research approach refers to the difficult method to explained the data in a precise
sufficient manner. Present study is based on Interpretivism philosophical approach as it helps the
scholar in exploring topics which are related to human aspects and critical thinking like Near
Field communication and customer satisfaction in Tesco which is one of leading retailer of UK.
Research Design
Research design is another significant method of research process in order to meet out the
better growing performance for the research outcomes. Research design is the basic choice of the
study which will be taking by the company development process in order to meet out the best
outcome result in order to meet out the best outcomes for the results and growth. There are two
types of research design method exploratory and conclusive. Exploratory research design where
researcher aims to enhance the detailed explanation of the project into more appropriate manner.
Conclusive is another type of research design which focuses on the findings that are practically
useful in reaching conclusions or decision making. In this type of studies research objectives and
the data requirements need to be clearly defined. Present study will be taking Exploratory
research design tool that analyse the better outcomes and explore the research study into more
deeply manner.
Sampling
It is the set of specific structure which is used to select research participants on the basis of
sampling method. Sampling specific principle used to select members of population to be

included for better outcomes. There are two types of sampling method which undertakes the
whole research process. Two types of method are probability or non-probability method of
sampling. Probability method is the process that give permission to all people to get in the
participation process. Besides, non-probability research method consists and rigid to some
extent. In this method investigator set some particular kind of people who will going to write
some particular people for the study (Cai, Zhao and He, 2015). Present study will be taking
simple random sampling where sample of scholar will be 25 potential customers of Tesco as a
respondent.
Data collection
Data collection is the process of gathering different sources or data information to conduct
the study. The process of data collection has been done by two methods primary and secondary
data collection techniques. Primary data collection method collects data from fresh sources such
as through population size with the help of questionnaire/survey, interview method, observation
or group of people. Primary data has always been collected fresh and new. On the contrary,
secondary method of data collection technique is the method of developing result goals and
better outcome results and growth. Secondary data collection technique method collects data
from existing sources of material. Into more appropriate manner and growth development.
Secondary data collection can be collected from several sources such as internet, books, journals,
magazines etc. secondary method of data collection is generally exploring the knowledge or the
information on the particular topic. Present study will be taking primary as well as the secondary
research tools in order to meet out the goals and objectives. Apart from that, Primary research
has been followed by questionnaire with 25 customers of Tesco and secondary research has been
followed by literature review and interpret the data as per the qualitative technical goals.
Data Analysis
Data analysis is the process which has been applied after the collection of data collection.
Data analysis is the method of data analysis or interpret the data in order to meet out the aim and
objectives of the research process. There are two kinds of data analysis technique qualitative and
quantitative data analysis techniques. Quantitative data analysis techniques which interpret data
into mathematical manner with the help of statistical method such as mean, median and mode

(Alamir And Jafari Navimipour, 2016). Besides, qualitative method of data analysis will
interpret data in non-numeric way. Present study will be analysing the data with the help of
qualitative manner. Besides, Qualitative method is used where researcher implied use of thematic
framework.
Ethical Consideration
Ethical consideration is the most significant method of research that must be applied in the
study. Ethical rights help to guide researcher about what actual research needs to be done as per
the according to law. Besides, researcher needs to make the effective process and developing
result outcomes. On the other side, ethical consideration is the most distinct way of researching
style in order to meet out the result outcomes. Ethical consideration for the present research is
confidentiality of collected data under the guidance of effective ethical policies and under the act
of data protection act.

DATA COLLECTION AND ANALYSIS

QUESTIONNAIRE
Name of Company: Tesco Plc
Name of Participants:
Number of Participants: 25
Age:
Gender:
1.What is the age group you belong to?
 20 to 25 years
 25 to 35 years
 35 to 45 years
 45 and above
2.For How long you are using the products of company?
 1 to 3 years
 3 to 5 years
 5 to 10 years
 10 to 15 years
3.Do you think digital technology is very beneficial for both customers and company?
 High Agree
 Agree
 Highly Disagree
 Disagree
 Neutral
4.Do you know about the Near Filed Communication?
 High Agree
 Agree
 Highly Disagree
 Disagree
 Neutral
 5.Do you think Near Field Communication technology will raise the profitability of the
organisation?High Agree

 Agree
 Highly Disagree
 Disagree
 Neutral
6.Do you agree customer satisfaction will be raised if company use Near Filed Communication
(NFC)?
 High Agree
 Agree
 Highly Disagree
 Disagree
 Neutral
7.Why do you think Tesco should use Near Field Communication?
 It raises the customer satisfaction
 It improves sales
 It lowers the expenses
 All the above
8.Do you agree skilled and knowledgeable employees are needed to implement Near Filed
Communication within organisation?
 High Agree
 Agree
 Highly Disagree
 Disagree
 Neutral
9.What is your opinion for the future of company by using Near Filed Communication?
 Bright
 Dark
 Neutral
10.Do you agree the workload will be reduced by using Near Field Communication?
 High Agree
 Agree
 Highly Disagree
17

 Disagree
 Neutral
11.Do you think company can capture wide range of customer with Near filed Communication?
 Yes
 No
 Not Sure
12.What are the challenges you think company faced in implementation Near Field
Communication?
 Lack of Security.
 Theft
 Interception Attack
 All the above
13.Do you think the market share of Tesco will be raised by using Near Filed Communication?
 High Agree
 Agree
 Highly Disagree
 Disagree
 Neutral
14.What are the best way to implement Near Filed Communication?
 Adding Wi-Fi Network in entire campus
 By Issuing Digital Business Cards
 launch a Website URL
 Boost up the computers
DATA ANALYSIS
Theme 1: Maximum customers are of 25 to 35 years of old age group.
Particulars Participants
18 to 25 years 5
25 to 35 years 10
18

35 to 45 years 4
45 and above 6
Interpretation- The above questionnaire conducted from the customers of Tesco stated
that maximum respondents are of the age group of between 25 to 35 years old which are 10. 6
customers are above the age of 45. 5 customers are between the age group of 18 to 25 years of
old. 4 participants said that they are lie in the age group of 35 to 45 years.
Theme 2: Maximum customers are using the products of Tesco since 3 to 5 years.
Particulars Participants
1 to 3 years 7
3 to 5 years 9
5 to 10 year 4
10 to 15 years 5
19
18 to 25 years 25 to 35 years 35 to 45 years 45 and above
0
1
2
3
4
5
6
7
8
9
10
Participants

Interpretation- The above questionnaire conducted from the customers of Tesco stated
that maximum participants are using the product of company since 3 to 5 years as said by 9
customers. 7 customers said that they are also using the products of company since 1 to 3 years.
4 customers said that they are using product of Tesco for 5 to 10 years. On the other hand, 5
customers said that they are using the products for last 10 to 15 years as they are loyal customers
of Tesco as well as emotionally attached with the company.
Theme 3: Digital technology is very beneficial for both customers and company.
Particulars Participants
High Agree 9
Agree 4
Highly Disagree 6
Disagree 3
Neutral 2
Interpretation- The above questionnaire conducted from the customers of Tesco stated
that digital technology is very beneficial for both customers and company as 9 participants are
highly agreed. They said that by using digital technology company can make their work faster
20
1 to 3 years 3 to 5 years 5 to 10 year 10 to 15 years
0
1
2
3
4
5
6
7
8
9
Participants

and more effective as well as for customers it becomes easy and convenient to communicate with
company. As per the literature review, digital technology is very important for the success of
business. 4 customers are also supporting that digital technology is very fruitful for them and
firm both by giving same reason. On the other hand, 6 customers are highly disagreed as they are
not supporting to digital technology as they said that it breaks the emotional connection of
customers with company which is not good for both. 3 customers are also not supporting with
the same reason and they said advance technology facilitates laziness as also in literature review
author said that it become sometime more challenging implementing digitalisation within
businesses. As per the Amir Museli, Nima Jafari Navimipour, 2018 Near field communication
also involved some cons in the business functional activities. These limitations or negative
effects can affect the customer satisfaction of the company. Only 2 customers are supporting
both as they are confused and does not have perfect answer.
Theme 4: Maximum customers know about the Near Filed Communication.
Particulars Participants
Highly Agree 11
Agree 4
Highly Disagree 5
21
High Agree
Agree
Highly Disagree
Disagree
Neutral

Disagree 3
Neutral 2
Interpretation- The above questionnaire conducted from the customers of Tesco stated
that they know about the Near Field Communication as 11 participants are highly agreed. They
said that they used to make digital payments wherever it is available as it very easy and simple
mode of payment. According to the literature review, Companies should use Near field
communication because it is cost effective for the businesses. 4 customers are also supporting
with the same reason as they also use Near Filed Communication. On the other hand, 5
customers are highly disagreed as they said that they did not use NFC in their life. They feel
complicated to use this advance technology as supported by the literature review of the theme 3.
3 customers are also not supporting for the same reason. Only 2 consumers have no perfect
answer as they are confused.
Theme 5: Near Field Communication technology will raise the profitability of the
organisation.
Particulars Participants
22
Highly Agree
Agree
Highly Disagree
Disagree
Neutral

High Agree 8
Agree 6
Highly Disagree 5
Disagree 3
Neutral 3
Interpretation- The above questionnaire conducted from the customers of Tesco stated
that Near Field Communication technology raise the profitability of the organisation as 8
participants are highly agreed. They said that customers are more attracted as it is very
convenient and versatile mode of payment methods. 6 respondents are also supporting with the
same reason as they said that it gives better customers experience which automatically raises the
profit of firm as supported by the literature review. As per the Cai, Zhao and He, (2015) another
benefits of NFC is to provide high volume sales for the company by increasing the buyer
satisfaction results and thus company should use and implement NFC within business. On the
other hand, 5 customers are highly disagreed as they said that it is expensive as well as complex
method to use and implement which raises the cost of operations and decreases the profit. 3
consumers are also not supporting with the same reason. Apart from this, 3 customers are
supporting both and does not have specific answer.
23

Theme 6: Customer satisfaction will be raised if company implement Near Filed
Communication (NFC).
Particulars Participants
High Agree 11
Agree 4
Highly Disagree 5
Disagree 2
Neutral 3
Interpretation- The above questionnaire conducted from the customers of Tesco stated
that customer satisfaction will be raised if company implement Near Field Communication as 11
participants are highly agreed. They said that if company use NFC than it become easy for
customers to buy products at home and make payment accordingly as it establishes effective
communication by bringing them within 4cm (4.6 inches) of each other. 4 customers are also
supporting that their satisfaction level will be risen if they implement Near Field Communication
within organisation. As per the secondary analysis, the statements of customers are supported by
24
High Agree
Agree
Highly Disagree
Disagree
Neutral
0
1
2
3
4
5
6
7
8
Participants

the Cai, Zhao and He, (2015) as he said that Customer also have chance to earn different prices,
coupons and discount while purchasing online or on the multiple’s transactions. Companies also
applying NFC tags around their stores to make answers of consumer questions. On the other
hand, 5 customers are highly disagreed as they said that they need quality of products on time,
satisfaction raised with quality and time not by digital technologies. 2 employees are also not
supporting they also said that quality is the main thing for raising satisfaction. As per the
secondary information it is supported by the author as NFC makes the process more insecure and
inefficient due to which customer might be facing issues in transaction of money. 3 customers do
not have perfect answer as they are supporting both.
Theme 7: Tesco should use Near Field Communication.
Particulars Participants
It raises the customer satisfaction 11
It improves sales 5
It lowers the expenses 6
All the above 3
25
High Agree
Agree
Highly Disagree
Disagree
Neutral

Interpretation- The above questionnaire conducted from the customers of Tesco stated
that company should use Near Filed Communication as it raises the customer satisfaction as
supported by 11 participants. They said that the level of customers raises because of easy
convenience. 5 customers said that NFC helps speed up the checkout lines which raises the
customer satisfaction and it automatically increases the sales of organisation. As per the literature
review, Retail sector which has adopted wide range of technology-based solutions such as
Barcodes, Beacons, Bluetooth, Geofencing etc. it will be proved that, these kinds of technologies
will more helpful to enhance the customer engagement a retention level of growth. 6 customers
said that it lowers the expenses of the company as the processing of alternative credit care
benefits the company and it reduces the cost of operations. 3 customers are agreed on the all the
above options.
Theme 8: Skilled and knowledgeable employees are needed to implement Near Filed
Communication within organisation.
Particulars Participants
High Agree 10
Agree 4
Highly Disagree 6
26
It raises the customer
satisfaction
It improves sales
It lowers the expenses
All the above

Disagree 2
Neutral 3
Interpretation- The above questionnaire conducted from the customers of Tesco stated
that skilled and knowledgeable employees are needed to implement Near Field Communication
as 10 customers are highly agreed. They said that it is easy to use but it required critical thinking
as well as training because a small mistake can take the shape of big errors. 4 customers are also
supporting for the same reason and they also advise Tesco that they should provide training to
employees before implementing as this statement is also supported by the above literature
review. On the other hand, 6 customers said that there is no need of extra and specialised training
required because this is the world of technology everyone knows and understand the basic things
and it is not a very complex task to use. 2 participants are also not supporting with the same
reason. Apart from this, only 3 customers have neutral answer as they are confused.
Theme 9: Tesco has Bright future if they use Near Filed Communication.
Particulars Participants
Bright 17
Dark 5
27
High Agree
Agree
Highly Disagree
Disagree
Neutral
0
1
2
3
4
5
6
7
8
9
10
Participants

Neutral 3
Interpretation- The above questionnaire conducted from the customers of Tesco stated
that company have bright future if they use Near Filed Communication as supported by 17
customers. They said that company can capture huge market share as customers are highly
attracted by new and advance technology. As per the finding form literature review, this
statement is supported by various findings as It helpful for Tesco to increase their brand
awareness, brand loyalty, and making effective marketing growth as well. It will help to make
the best outcomes and make the better growing substance. Apart from this, 5 participants are
disagreed as they said that Tesco has dark future if they used Near Filed Communication because
these advance technologies does not able to maintain privacy and security. The account of
company can also be hacked by anyone. This statement is supported by the above finding as
various authors said that, due to security reasons, most of the thought and process will affect the
system of the organisation level of the following task and developing result-oriented goals. 3
customers do not have a proper answer as they are confused.
Theme 10: Workload will be reduced by using Near Field Communication.
Particulars Participants
High Agree 9
28
Bright
Dark
Neutral
0 2 4 6 8 10 12 14 16 18
Participants

Agree 5
Highly Disagree 6
Disagree 3
Neutral 2
Interpretation- The above questionnaire conducted from the customers of Tesco stated
that workload will be reduced by using Near Field Communication as 9 customers are highly
agreed. They said that the issues of managing huge amount of cash will be reduced if they start
using this advance technology as supported by the above finding in literature review. In addition
to this, it also reduces the gap of communication between customers and company. 5 respondents
are also supporting with the same reason. On the other hand, 6 customers are highly disagreed as
they said that company have to manage both online and offline accounts which is quite difficult
task. 3 customers are also not supporting for the same reason. Only respondents do not have
specific any answer as they are confused.
Theme 11: Company can capture wide range of customer with Near filed Communication.
Particulars Participants
Yes 19
29
High Agree
Agree
Highly Disagree
Disagree
Neutral

No 4
Not Sure 1
Interpretation- The above questionnaire conducted from the customers of Tesco stated
that company can capture wide range of customers with Near Field Communication as 19
respondents are supporting. According to the above findings, it is identified that NFC establishes
effective communication by bringing them within 4cm (4.6 inches) of each other by which Tesco
can target customers at broad range. On the other hand, 4 customers said that Near Filed
Communication cannot capture wide range of customers as they said Tesco should open stores in
more areas by which they can attract huge audience. Only a single participant does not have any
answer.
Theme 12: Lack of Security is the major challenge you faced in using Near Field
Communication.
Particulars Participants
Lack of Security. 10
30
Yes
No
Not Sure
0 2 4 6 8 10 12 14 16 18 20
Participants

Theft 6
Interception attack 4
All the above 5
Interpretation- The above questionnaire conducted from the customers of Tesco stated
that lack of security is the major challenges company faced in implementation of Near Filed
Communication as said by 10 participants. 6 customers said that theft is also an issue arise in
using Near Filed Communication as they said that there are lots of chances for stolen of
smartphones and if there is no security lock than it can be access by anyone. As per the literature
review, it is identified that NFC having lack of security due to which chances of fraud is also
involved in the business activities. Security is the biggest concern for the company and involves
the possibilities of customer unsatisfactory behaviour as well. Interception attack is another issue
faced by Near Filed Communication. They said that there are many hackers which had done this
in-ethical things with many people. 5 customers are agreed on all above options.
31

Theme 13: The market share of Tesco will be raised by using Near Filed Communication.
Particulars Participants
High Agree 10
Agree 4
Highly Disagree 6
Disagree 2
Neutral 3
Interpretation- The above questionnaire conducted from the customers of Tesco stated
that the market share of Tesco will be raised by using Near Filed Communication as 10 are
highly agreed. They said that today customers are moving more towards the advance
technologies, thus, NFC also attracts many customers especially online users to use the products
and this statement is supported from the information collected in literature review. 4 respondents
are also supporting with the same reason. On the other hand, 4 customers are not agreed as they
said that market share of company will be raised by quality and pricing of the products not by
NFC as supported by above Literature review. 2 customers are also not supporting with the same
reason. Only 3 customers do not have any specific answers.
32
Lack of Security.
Theft
Interception attack
All the above
0
1
2
3
4
5
6
7
8
9
10
Participants

Theme 14: Best way to implement Near Filed Communication.
Particulars Participants
Adding Wi-Fi Network in entire campus 7
By Issuing Digital Business Cards 6
Launch a Website URL 8
Boost up the computers 4
33
High Agree
Agree
Highly Disagree
Disagree
Neutral

Interpretation- The above questionnaire conducted from the customers of Tesco and
they had suggested some ways to implement Near Filed Communication successfully. 7
customers suggested that Tesco should add Wi-Fi networks in entire campus. 6 customers
advised that company should use digital business cards which can create via a mobile App or a
website. It can be used against paper business cards in order to save paper cost. 8 participants
suggest launch website URL. 4 customers said that Tesco should boost up the computers.
Action Plan
34
Adding Wi-Fi Network in entire campus
By Issuing Digital Business Cards
Launch a Website URL
Boost up the computers
0 1 2 3 4 5 6 7 8
Participants

Activities Week
1 - 5
Week
5 - 7
Week
7 - 8
Week
8 - 9
Week
9 -10
Week
10-11
Week
11-12
Week
12-13
Week
14-15
Wee
k 16
Research
proposal
Aims and
objectives
Literature
review
Research
methodolo
gies
Data
collection
Data
analysis
Data
interpretati
on
Finding
and
conclusion
Recommen
dations
Execute
the plan
Submissio
n
35

REFLECTION
From the above analysis I have observed the importance of Near Filed Communication in
raising the level of customers. It has been identified by conducting the research and collected
data that Near filed Communication is very important for the success of Tesco because it directly
links with the customer satisfaction. In the starting of the research I have assembled all the
resource available and make a list which I will need in conducting the research study (Aik-Chuan
and et.al., 2015). After that I formulated the aim of the research for maintaining consistency of
entire research. Researcher also understand the complete process of using Near Filed
Communication. I have also used different types of Research methodologies in order to answer
the research questions in very effective way. Moreover, I also identified some benefits and
reason that why company adopt using NFC to their business functions as it increases customer
satisfaction is the first benefit that comes from the Near field communication.
Tesco can adopt this strategy into their functions by making transaction easier and faster
because customer wants quick transaction by phones. I also learned how to select the best
method in research methodologies for conducting the research more effectively and efficiently.
In addition to this, it was interesting for me to collect data from the customers as it is very
interesting task in the entire research study (Al-Jabri, 2015). I also understood the ways to use
Near Filed Communication in the business without any errors such as adding Wi-Fi networks,
issuing attractive digital business cards and boosting the computer of company. In addition to
this, researcher also provide some suggestion to company to raise the customer satisfaction by
using Near Filed Communication within organisation. The entire study is very useful for me as
my knowledge of using advance technology was also upgraded by conducting study on Near
Filed Communication. At last, the entire research study is very fruitful as it raised my confidence
that now I can conduct further research very effectively.
In addition to this, researcher has used various research methodologies which is very
beneficial for my future as well as conducting the further researches. In the present study, I have
used interpretive research philosophy it is very helpful inn exploring the main topic of the
research related to human aspect as well as critical thinking. I also develop critical thinking by
using this philosophy but sometimes it is time consuming method. In my future, I can use
positivism philosophy as it helps to study the research into deeper manner.
36

Further, researcher has used inductive approach n order to meet out the better research
goals where focus of researcher is on exploring relationship between Near Filed Communication
and customer satisfaction. With the help of this approach I have developed to keep my mind on
the main point of the topic. The disadvantages of using this approach is that it is incomplete and
it may reach to the false conclusion sometimes. In my future, I can use deductive research
approach as to make hypothesis on the existing theory which is slightly more efficient for the
better research outcomes and growth.
I also used qualitative method to study the data or information as it is one the best method
to collect, analyse and interpret the data. The best thing I learn by using this method is that it
becomes possible to understand the attitudes and it also saves money and time. On the other
hand, the drawback of this method is that it relies upon the experience of the scholar. In my
future, I can use quantitative method as research becomes more practical and reliable.
Moreover, in order top collect data to reach the aims and objectives, I have used survey
techniques by preparing questionnaire and ask to fill by 25 customers. I have used survey
because it is cost efficient and simple but the drawback is that rate of responses form the
participants are typically low. In my future I can use interview methods as it is more reliable
than survey.
CONCLUSION
On the basis of above report or research, it has been identified the impact of NFC on the
customer satisfaction. Overall, study discussed about the process of effective working items to
make the better presentation of the presentation process or goals. Apart from that, study been
presented different themes on Near Field Communication which was presented by literature
review. On the other hand,
study also presenting the research options and making good outcomes and growth in order to
meet out the research aim and objectives. Overall, it also impacted on the better goals and
services as well. Overall, study discussed about the advantages and disadvantages of the new
technique into the business function in order to enhance the customer satisfaction result
outcomes. Overall, study presenting the role of the New field communication for the better
37

customer satisfaction of the company in order to gain better environmental growth and effective
management task for the company brand enhancement process.
RECOMMENDATIONS
From the above analysis there are many recommendations which are recommended by
the researcher in order to use Neal Field Communication within organisation functions to raise
the satisfaction of customers.
 Research has suggested that Tesco should add Wi-Fi Networks in entire campus so that
there will be no difficultly will be occur in processing of any information. It is also
recommended that company should also use make the Wi-Fi network lock so that another
person cannot access the network (Alamir and Jafari Navimipour, 2016).
 In addition to this, Researcher also advised that Tesco should issue Digital business cards
to the customers as it gives the better impression of the company on the mind of
customers. Scholar also advise that the business card should be eye-catching and
attractive. In the age of digitalisation, Business card is one the best tool of promotion as
well as it also raises the legitimacy of the business.
From the above analysis is suggested by the Researcher identified some benefits and
reason that why company should adopt using NFC to their business functions as it increases
customer satisfaction is the first benefit that comes from the Near field communication. Tesco
should adopt this strategy into their functions by making transaction easier and faster because
customer wants quick transaction by phones. This will assist in reducing risk of managing cash
payments.
Research also recommended from the above analysis that Tesco should launch as well as
maintain the website URL as this is also one of the best ways to create a good impression on the
mind of customers (Alharbi and Drew, 2014). Moreover, researcher also recommended to boost
up the computer to meet the advancement in technologies. Company should have capability of
receiving Wake-On-LAN request, application to set up the WLAN the automation app, Tasker,
and Trigger to write the NFC tag.
38

REFERENCES
Books and Journals
Amir Museli, Nima Jafari Navimipour, 2018 "A model for examining the factors impacting the
near field communication technology adoption in the organizations". 7. pp.1378-1400,
Ahmad, S. 2014, “Entrepreneurship in the small and medium-sized hotel sector”, Current Issues
in Tourism. 4. pp. 328-349.
Alamir, P. and Jafari Navimipour, N. 2016, “Trust evaluation between the users of social
networks using the quality of service requirements and call log histories”, Kybernetes, Vol.
45 No. 10.
Alharbi, S. and Drew, S. 2014, “Using the technology acceptance model in understanding
academics’ behavioural intention to use learning management systems”, International
Journal of Advanced Computer Science and Applications. pp. 143-155. ,
Bejou, D., Ennew, C. T. and Palmer, A. 2015, “Trust, ethics and relationship satisfaction”, Paper
presented at the Proceedings of the 1995 Academy of Marketing Science (AMS) Annual
Conference. ,
Beristain, J.J. and Zorrilla, P. 2011, “The relationship between store image and store brand
equity: a conceptual framework and evidence from hypermarkets”, Journal of Retailing
and Consumer Services. pp. 562-574.
Cai, Y., Zhao, G. and He, J. 2015, “Influences of two modes of intergenerational communication
on brand equity”, Journal of Business Research, Vol. 68 No. 3. pp. 553-560.
Chen, W. J. and Chen, M. L. 2014, “Factors affecting the hotel’s service quality: relationship
marketing and corporate image”, Journal of Hospitality Marketing and Management, Vol.
23 No. 1, pp. 77-96.
Aik-Chuan, T. and et.al., (2015), “The effects of convenience and speed in m-payment”,
Industrial Management & Data Systems,
Alamir, P. and Jafari Navimipour, N. 2016, “Trust evaluation between the users of social
networks using the quality of service requirements and call log histories”, Kybernetes.
Alharbi, S. and Drew, S. 2014, “Using the technology acceptance model in understanding
academics’ behavioural intention to use learning management systems”, International
Journal of Advanced Computer Science and Applications.
39

Al-Jabri, I. M. 2015, “Antecedents of user satisfaction with ERP systems: mediation analyses”,
Kybernetes,
Online
Near Field Communication. 2018. [Online]. Available through :<http://near-
field.blogspot.com/p/pros-cons.html>.
Strengths and Weaknesses of Near Field Communication (NFC) Technology. 2011. [Online].
Available through :<https://globaljournals.org/GJCST_Volume11/7-Strengths-and-
Weaknesses-of-Near-Field-Communication.pdf>.
40

APPENDIX
41

QUESTIONNAIRE
Name of Company: Tesco Plc
Name of Participants:
Number of Participants: 25
Age:
Gender:
1.What is the age group you belong to?
 20 to 25 years
 25 to 35 years
 35 to 45 years
 45 and above
2.For How long you are using the products of company?
 1 to 3 years
 3 to 5 years
 5 to 10 years
 10 to 15 years
3.Do you think digital technology is very beneficial for both customers and company?
 High Agree
 Agree
 Highly Disagree
 Disagree
 Neutral
4.Do you know about the Near Filed Communication?
 High Agree
 Agree
 Highly Disagree
 Disagree
 Neutral
 5.Do you think Near Field Communication technology will raise the profitability of the
organisation?AgreeHighly DisagreeDisagree

 Neutral
6.Do you agree customer satisfaction will be raised if company use Near Filed Communication
(NFC)?
 High Agree
 Agree
 Highly Disagree
 Disagree
 Neutral
7.Why do you think Tesco should use Near Field Communication?
 It raises the customer satisfaction
 It improves sales
 It lowers the expenses
 All the above
8.Do you agree skilled and knowledgeable employees are needed to implement Near Filed
Communication within organisation?
 High Agree
 Agree
 Highly Disagree
 Disagree
 Neutral
9.What is your opinion for the future of company by using Near Filed Communication?
 Bright
 Dark
 Neutral
10.Do you agree the workload will be reduced by using Near Field Communication?
 High Agree
 Agree
 Highly Disagree
 Disagree
 Neutral
11.Do you think company can capture wide range of customer with Near filed Communication?
43