Impact of Service Quality on Customer Satisfaction in LIDL

Shopping in store
experience at Lidl

Table of Contents
INTRODUCTION.....................................................................................................................................3
Aim of research.......................................................................................................................................4
Research questions..................................................................................................................................4
Research objectives.................................................................................................................................4
LITERATURE REVIEW.........................................................................................................................5
Service quality.........................................................................................................................................5
Impact of service quality on customer satisfaction in LIDL....................................................................5
Current trends in the retail sector.............................................................................................................5
RESEARCH METHODOLOGY.............................................................................................................7
Research methods....................................................................................................................................7
Data collection.........................................................................................................................................7
Sampling.................................................................................................................................................7
RESULTS/DISCUSSION.........................................................................................................................8
RECOMMENDATIONS........................................................................................................................11
CONCLUSION........................................................................................................................................11
REFERENCES........................................................................................................................................12

TITLE: To determine impact of service quality on customer satisfaction in an organization.
A study on LIDL.
INTRODUCTION
Service quality is viewed as output of service delivery system mainly in context of pure
service systems. It is related to the customer satisfaction as well as perception of consumers. The
main focus of an organization is to provide the high quality of services so that their needs can be
satisfied and they can sustain at market place for longer time period (GOODS and FLORIANI,
2020). LIDL is German international discount supermarket chain that mainly operates more than
12000 stores across United States and Europe. This company focus on giving the better services
to its customers and also provide them many attractive offers to sustain them for longer time.
Aim of research
To determine impact of service quality on customer satisfaction in an organization. A
study on LIDL.
Research questions
 What is service quality?
 How service quality impact on the customer satisfaction in LIDL?
 What are the different current trends in the retail sector?
Research objectives
 To understand the concept of service quality.
 To determine impact of service quality on customer satisfaction in LIDL.
 To identify the current trends in the retail sector.

LITERATURE REVIEW
Service quality
On the basis of Euphemia F T Yuen & Sian S L Chan (2021), Quality is lifeblood of
the service delivery companies, as this leads to improved client loyalty, a competitive edge and
the long-term profitability. Services are never-ending interactions between customers and service
providers. The quality is related to the standard or criteria which a service provider guarantees.
High service quality can help service delivery firms achieve a competitive advantage over their
competitors. Service quality also include a good administration which focuses on the well-
trained employees, a meaningful program offering as well as its impact on customers (Hänninen
and Paavola, 2021).
Impact of service quality on customer satisfaction in LIDL
According to opinion of C.N.K. Naik (2021) Retail service quality differs from those of
any other product/service setting. Because of the distinct nature of the retail service, quality
improvements and metrics in retail cannot be treated in same manner that they are in services. In
the retail industry, quality must be considered from the standpoint of both products and services.
Customer satisfaction is determined by a consensus of goods or services that deliver the highest
level of customer satisfaction. Based on type of service provided to the consumer at a certain
purchase occasion, result of a comparison as happiness, pleasure or ambivalence (Janssens and
et. al., 2020).
Current trends in the retail sector
As per viewpoint of TARA JOHNSON (2021), Retail business is undergoing massive
transformations. Customer behavior is shifting and they have higher expectations than ever
before. Retailers must be aware of several crucial industry trends in addition to ensuring ensure
their companies are successful today and in future. Current trends in retail sector mention below:
New approach to influencer marketing- Selfies, carefully written captions and meticulously
manipulated product photos was once the norm in influencer marketing. However, in 2020, they
will witness a significant change in way companies as well as influencers collaborate. Influencer
content has gradually evolved to a rawer, authentic appearance and this trend will continue
through 2021 (Molinillo and et. al., 2020).