Customer Satisfaction in Retail PDF

Added on - 21 Apr 2020

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Running head:CUSTOMER SATISFACTION IN RETAILCustomer satisfaction in retailName of the student:Name of the University:Author note:
1CUSTOMER SATISFACTION IN RETAILTable of Contents1. Introduction..................................................................................................................................3Research Aim:.............................................................................................................................3Research Questions:.........................................................................................................................42. Preliminary literature review.......................................................................................................52.1 Conceptual framework:.........................................................................................................52.2 Meaning of customer satisfaction:.........................................................................................62.3 Measurement of customer satisfaction:.................................................................................72.3.1 Survey method....................................................................................................................72.3.2 Survey rating method..........................................................................................................82.3.3 Survey questions.................................................................................................................82.3.4 SERVQUAL model............................................................................................................92.3.5 KANO model:...................................................................................................................102.4 Methods of meeting and satisfying customer expectations:................................................122.5 Benefits of satisfying customers:.........................................................................................123. Method:......................................................................................................................................143.1 Outline of the research methodology:..................................................................................143.2 Research philosophy:...........................................................................................................143.3 Types of investigation:........................................................................................................143.4 Data collection method:.......................................................................................................15
2CUSTOMER SATISFACTION IN RETAIL3.5 Sampling methods:..............................................................................................................153.6 Accessibility issues:.............................................................................................................163.7 Ethical issues:......................................................................................................................163.8 Research limitations:...........................................................................................................164. Time scale or Gannt chart:.........................................................................................................175. Resources...................................................................................................................................18References......................................................................................................................................19Appendix:......................................................................................................................................21
3CUSTOMER SATISFACTION IN RETAIL1. IntroductionThe research study is carried out on Apple retail in UK to identify how the company hassatisfied its customers and the ways in which it can improve customer satisfaction and loyalty. Inthe rapidly changing business environment, the organizations are required to emphasize uponimproving the level of satisfaction of its customers in order to retain them and ensure their long-term profitability. Therefore, it is necessary for the organizations to satisfy their customers andobtain regular feedback from them in order to improve their products and services to remainahead of the competitors. A satisfied customer is deemed to provide recurring revenues to anorganization. This report will enable the researcher to carry out his or her research in a propermanner, which would help in determining how Apple Retail UK meets the expectations of thecustomers and the manner in which it measures the satisfaction level of the customers. Theresearcher shall be able to conduct the research while considering the limitations and inaccordance with the time scale developed.Research Aim:The aim of the research study is to analyze how Apple retail measures customersatisfaction feedback in UK and the ways in which the organization meets and enhances the levelof customer satisfaction. The research shall analyze the importance of customer satisfaction thathelp in retaining the customers and ensure business profitability.Research Objectives:The following are the objectives of the research study:
4CUSTOMER SATISFACTION IN RETAILTo investigate the methods used by organizations for measuring customer satisfaction orfeedbackTo find what are the customer satisfaction methods used by Apple Retail UKTo investigate the manner in which organizations can meet and exceed the customerneeds and satisfactionTo measure the quality of the customer service provided by Apple Retail UKTo recommend the ways in which Apple Retail UK can further improve its customersatisfactionResearch Questions:The following are the research questions:What are the common methods used by the organizations to evaluate the satisfaction oftheir customers?What are the specific methods used by Apple Retail UK for analyzing the customersatisfaction levels?What are the measures taken by the organziation in order to meet and exceed thecustomer needs and satisfaction?What are the provisions for customer services provided by Apple Retail UK to itscustomers?What are the complaint procedures followed by the company in order to ensure customerloyalty?
5CUSTOMER SATISFACTION IN RETAIL2. Preliminary literature review2.1 Conceptual framework:Figure 1: Customer satisfaction and customer loyalty(Source: As created by author)The above figure states the ways in which an organization can attain loyal customers.According to Lin et al. (2017), customer satisfaction and proper customer retention strategies
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