Research aim and objectives The aim of the present study is to evaluate the impact of online services on customer’s satisfaction: A study on Marks and Spencer. Thus, on the basis of stated topic, following objectives have been framed. To understand the concept and significance of online services in the retail sector To analyze factors which affect customer satisfaction in the retail industry To recommend measures for enhancing online services for improving consumer satisfaction in the retail sector
Research Questions On the basis of above framed research objectives, some research questions have been prepared and these are stated down under: How does an online service contribute in enhancing consumer satisfaction for Marks and Spencer? What are the factors which affect the customer satisfaction in Marks and Spencer? What improvement in online services can be done to enhance customer satisfaction in Marks and Spencer?
Research methodology Research design-Descriptive research design Research phiplosphy-Interpretivism Data collection-Primary data will be collected through questionnaire Data analysis-Thematic approach Sample and sampling-30 customers are taken as sample in the research by taking simple random sampling method.
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