Identifying Factors for Customer Loyalty in Ocado's Online Retailing
VerifiedAdded on 2023/04/23
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AI Summary
This report investigates the factors affecting customer loyalty in the UK's online retail sector, with a specific focus on Ocado. The study explores the importance of consumer loyalty within online retailing, analyzing current trends and key factors influencing customer decisions, such as website visibility, price, service quality, and delivery. The research employs a mixed-methods approach, incorporating an inductive approach and interpretivism philosophy, using a descriptive research design and collecting data from primary and secondary sources, including a questionnaire survey. The findings highlight the significance of core offerings and past experiences in shaping customer loyalty. The conclusion emphasizes the need for online retailers to regularly update their websites, improve customer interaction, and offer competitive services. Recommendations include gathering customer feedback, enhancing delivery options, and providing discounts to foster loyalty. The report concludes that a strong core offering, including product and service quality, is crucial for attracting and retaining customers, ultimately driving business growth. The study also touches upon ethical considerations and limitations, such as time and cost constraints, which may have influenced the research outcomes.
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