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TABLE OF CONTENTS FOR THE RESEARCH PROJECT TABLE OF CONTENTS

   

Added on  2020-01-15

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RESEARCH PROJECT

TABLE OF CONTENTSTASK 1............................................................................................................................................3Title ............................................................................................................................................31.1 Formulate and record of possible research project outline and specifications .....................31.2 Factors which contribute to process of research project and motivated to choose topic .....31.3 Literature Review .................................................................................................................41.4 Research Questions ..............................................................................................................41.5 Implementation of plan ........................................................................................................5TASK 2............................................................................................................................................62.1 Matching the resources with formulated research questions ................................................62.2 Carrying out research as per agreed specification ................................................................82.3 Keeping the record of the collected data ..............................................................................9TASK 3..........................................................................................................................................123.1 Description of the method which is used to analyse the collected data .............................123.2 Analysing the data and interpreting the results ..................................................................123.3 Conclusion and recommendation .......................................................................................13TASK 4..........................................................................................................................................13Covered in PPT.........................................................................................................................13REFERENCES...............................................................................................................................14APPENDIX....................................................................................................................................16

TASK 1Title To analyze the impact of online services on customer satisfaction: A study on Marks andSpencer1.1 Formulate and record of possible research project outline and specifications Background of studyOnline services provided by retail organisation have given immense comfort toindividuals so that they can order their goods through online and get the same at their door step.These online services started by the retail firms have significantly increased their revenue as wellas productivity and with this they have been able to achieve their mission and vision. Customersatisfaction further plays an important role and business ventures which are relatively doing theirbest to maximise the interest of individuals. Further, customer satisfaction is one which iscontinuously used in the process of marketing and focuses on measuring that how the productsand services supplied by venture meets the satisfaction level of customers. Further, the onlineservices have made life easy for the customers as it has saved their time to visit the physical storeand make purchase. Many organisations have their own applications which individual candownload and take use of the services which is provided by business enterprise.However, Gonçalves and Diniz (2015) stated that the level of customers satisfactiondiffer from one individual to another because they have their own perception in relation tochoose a particular product or service. The main aim of the business organisation is to gaincustomer attraction and make a loyal base so that they can enhance their revenue andproductivity on the constant basis.1.2 Factors which contribute to process of research project and motivated to choose topic The rationale of the study usually focuses on the factor which impacts the satisfactionlevel of online customers. Customers usually get dissatisfied when they do not get better servicesfrom business venture and considering this fact, they switch the brand to fulfil their needs anddemands. Further, issues in the satisfaction level will affect organisation’s growth as wellbecause with this, many other people come to know about the negativity of venture. Customersusually get satisfied when they get better services from business organisation and this makesthem both mentally and physically happy.

Marks and Spencer is one of the sound names in the retail industry of UK and they areemphasizing on satisfying customers with their different varieties in products and services. Firmhas also introduced online services which is giving them a competitive advantage over rivalcompetitors who are working in the same industry. 1.3 Literature Review By considering various books, journals and online sources, critical evaluation of theselected topic is been done. From the view point of Proctor and Linley (2014) there is a positivelink between the organisation products and services with satisfaction level of customers. Ifproducts and services rendered satisfy the needs and demands of customers then they will be ableto increase their revenue and productivity. Further, if the customers are contented with theproduct then they will be ready to pay the high amount for the same.According to Lee and Kim (2014) online service sector has been extended from last fewdecades and the same is satisfying the needs and demands of customer's up to a great extent.These services have made everything easy for customers and they can order the stuff as per theirneeds and convenience. Thus, with this, cited company will be able to make huge base of loyalcustomers in the coming time period.Research aim and objectives The aim of the present study is to evaluate the impact of online services on customer’ssatisfaction: A study on Marks and Spencer. Thus, on the basis of stated topic, followingobjectives have been framed.To understand the concept and significance of online services in the retail sectorTo analyze factors which affect customer satisfaction in the retail industry To recommend measures for enhancing online services for improving consumersatisfaction in the retail sector1.4 Research Questions On the basis of above framed research objectives, some research questions have beenprepared and these are stated down under:How does an online service contribute in enhancing consumer satisfaction for Marks andSpencer?What are the factors which affect the customer satisfaction in Marks and Spencer?

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