Customer Satisfaction Factors: A Quantitative Study of Ikea, Glasgow

This report presents a quantitative study focused on customer satisfaction at Ikea Glasgow. The research aims to identify and analyze the key factors that influence customer satisfaction levels. The study delves into the theoretical understanding of customer satisfaction within the context of Ikea, Glasgow, examining factors such as product quality, service value, employee satisfaction, and billing accuracy. The methodology involves both primary and secondary data collection, including surveys with Ikea employees and a review of academic literature. Ethical considerations such as informed consent, anonymity, and plagiarism are addressed. The findings are intended to provide insights for improving customer satisfaction at Ikea, Glasgow, and suggest strategies to enhance customer experience, such as improving product and service quality, and employee satisfaction. The report also includes a literature review, references, and a discussion of research methodology and ethical considerations.

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Research purpose
Background context
Professional, legal and ethical
issues
Sampling methodology
References
Factor affecting customer satisfaction a
quantitative study on Ikea, Glasgow
Research methodology
The main aim of this study is to evaluate the factors
that contribute towards customer satisfaction a
Quantitative Study of Ikea, Glasgow. The following
objectives will be accomplished by a research scholar
to meet the research goal:
To comprehended theoretical understanding about
customer satisfaction of Ikea, Glasgow
To address factors affecting the customer satisfaction
of Ikea, Glasgow
To recommend the strategies improve the customer
satisfaction of Ikea, Glasgow
Literature review
Research Ethics
In the research study, the ethical consideration section is known as the achievement of all
the activities of investigation in an ethical manner. As per this consideration act, research
scholar should secure the privacy of respondent’s personal information and they should
also conduct their study by following guidelines and instructions of a university (Liu, and
Zhang, 2014). A researcher has emphasized different factors to remove the ethical
problems and issues from the current research study
Informed consent
In this way, research candidates have freely gained knowledge with respect to the main
purpose of the research work before selecting them because it assists the investigator to
minimize the difficulties form investigation. Research scholar has delivered required
information on the first page of a survey questionnaire towards the research aim and
objectives to the targeted research candidates. It has developed awareness in the mind
of research participants that research work s conducting for the academic purpose only
(Unyathanakorn and Rompho, 2014).
Obtaining consent:
On the basis of voluntary participation policy researcher has not pressurized research
participants to participate in the research. It illustrates the necessity of accumulating
informed consent by respondents for the research work. Before conducting the survey,
the researcher has gathered informed consent for accomplishing the research ethically.
ss
Anonymity:
This is another aspect of ethical consideration policy and this is related to the privacy of
research participants. As per this policy, the researcher has made the research
candidates anonymous during the research work (Rahman, 2014).
Plagiarism:
A researcher has done written work of this research work in their own language in order
to make the research work free from plagiarism. In this way, research scholar has not
copied ay content from other research and not pasted other’s research material.
General data protection right:
GDPR act was considered by the research scholar for securing the privacy of selected
research participants. As per this policy, the researcher has not shared or distributed
personal details of respondents to anyone (Sabir, et al., 2014).
For sustaining the position of the business in the
marketplace, it is imperative for the organization
to understand the factors affecting the customer
satisfaction level. It is because customer’s
satisfaction is a way by which an organization
could be capable to increase their existing market
share in the least time and get higher competitive
advantages. Further, it founded that certain
factors could be affecting the customer
satisfaction level in the organization named as
product quality, service value, employee
satisfaction, and billing accuracy. These factors
might be affecting the level of customer
satisfaction. The organization could use different
strategies could improve the satisfaction level of
consumers named as higher quality products and
service, customers value, reasonable price, and
higher employee satisfaction (Akbari and Darabi,
2015).
ng the literature review, different secondary sources would be used such as academic journals, editorial, online resources, and text-book. These academic publications would be effective to get the authentic information in minim
Anderson, R., Gallup, D., Barron, J.T., Kontkanen, J., Snavely, N., Hernández, C., Agarwal, S. and Seitz, S.M., 2016. Jump: virtual reality video. ACM Transactions on Graphics (TOG), 35(6), p.198.Anderson, R., Gallup, D., Barron, J.T., Kontkanen, J., Snavely, N., Hernández, C., Agarwal, S. and Seitz, S.M., 2016. Jump: virtual reality video. ACM Transactions on Graphics (TOG), 35(6), p.198.Anderson, R., Gallup, D., Barron, J.T., Kontkanen, J., Snavely, N., Hernández, C., Agarwal, S. and Seitz, S.M., 2016. Jump: virtual reality video. ACM Transactions on Graphics (TOG), 35(6), p.198.Anderson, R., Gallup, D., Barron, J.T., Kontkanen, J., Snavely, N., Hernández, C., Agarwal, S. and Seitz, S.M., 2016. Jump: virtual reality video. ACM Transactions on Graphics (TOG), 35(6), p.198.Anderson, R., Gallup, D., Barron, J.T., Kontkanen, J., Snavely, N., Hernández, C., Agarwal, S. and Seitz, S.M., 2016. Jump: virtual reality video. ACM Transactions on Graphics (TOG), 35(6), p.198.
Ahmed, Z., Rizwan, M., Ahmad, M. and Haq, M., 2014. Effect of
brand trust and customer satisfaction on brand loyalty in
Bahawalpur. Journal of Sociological Research, 5(1), pp.306-326.
Akbari, P. and Darabi, A., 2015. Factors affecting customer
satisfaction, quality banking services to Iran, using the SERVQUAL
model case study: Resalat bank of Kermanshah province. Advanced
Social Humanities and Management, 1(4), p.2014.
Asad, M.M., Mohajerani, N.S. and Nourseresh, M., 2016. Prioritizing
factors affecting customer satisfaction in the internet banking system
based on cause and effect relationships. Procedia Economics and
Finance, 36, pp.210-219.
Bhatt, A. and Bhatt, S., 2016. Factors affecting customers adoption
of mobile banking services. The Journal of Internet Banking and
Commerce, 21(1).
Chen, W.J. and Chen, M.L., 2014. Factors affecting the hotel's
service quality: Relationship marketing and corporate image. Journal
of hospitality marketing & management, 23(1), pp.77-96.
De Oña, R., Eboli, L. and Mazzulla, G., 2014. Key factors affecting
rail service quality in the Northern Italy: a decision tree
approach. Transport, 29(1), pp.75-83.
Khuong, M.N. and Dai, N.Q., 2016. The Factors Affecting Customer
Satisfaction and Customer Loyalty--A Study of Local Taxi Companies
in Ho Chi Minh City, Vietnam. International Journal of Innovation,
Management and Technology, 7(5), p.228.
Kim, M.J., Lee, C.K., Chung, N. and Kim, W.G., 2014. Factors
affecting online tourism group buying and the moderating role of
loyalty. Journal of Travel Research, 53(3), pp.380-394.
Liu, J.N. and Zhang, E.Y., 2014. An investigation of factors affecting
customer selection of online hotel booking channels. International
Journal of Hospitality Management, 39, pp.71-83.
Mirabi, V., Akbariyeh, H. and Tahmasebifard, H., 2015. A study of
factors affecting on customers purchase intention. Journal of
Multidisciplinary Engineering Science and Technology (JMEST), 2(1).
Rahman, H., 2014. Factors affecting customer satisfaction in mobile
telecommunication industry in Bangladesh. Business, Management
and Education, 12(1), pp.74-93.
Sabir, R.I., Ghafoor, O., Akhtar, N., Hafeez, I. and Rehman, A.U.,
2014. Factors affecting customer satisfaction in banking sector of
Pakistan. International review of management and business
research, 3(2), p.1014.
Sabir, R.I., Ghafoor, O., Hafeez, I., Akhtar, N. and Rehman, A.U.,
2014. Factors affecting customers satisfaction in restaurants industry
in Pakistan. International Review of Management and Business
Research, 3(2), p.869.
Sakhaei, F., Afshari, A. and Esmaili, E., 2014. The impact of service
quality on customer satisfaction in Internet banking. Journal of
mathematics and computer science, 9(1), pp.33-40.
Srivastava, M. and Kaul, D., 2014. Social interaction, convenience
and customer satisfaction: The mediating effect of customer
experience. Journal of Retailing and Consumer Services, 21(6),
pp.1028-1037.
Suchánek, P., Richter, J. and Králová, M., 2014. Customer
satisfaction, product quality and performance of companies. Review
of economic perspectives, 14(4), pp.329-344.
Unyathanakorn, K. and Rompho, N., 2014. Factors Affecting
Customer Satisfaction in Online Banking Service. Journal of
Marketing Development & Competitiveness, 8(2).
Watjatrakul, B., 2014. Factors affecting students’ intentions to study
at universities adopting the “student-as-customer”
concept. International Journal of Educational Management, 28(6),
pp.676-693.
.
In the researcher, many kinds of methods have been considered
named as the primary and secondary data collection method (Chen
and Chen, 2014). Investigator will exercise both methods of data
accumulation primary and secondary for obtaining the authentic
information in the context of Factors that contribute towards
Customer Satisfaction a Quantitative Study of Ikea, Glasgow. A
researcher has utilized primary data pooling tool for collecting
reliable information in the favor of Factors that contribute towards
Customer Satisfaction a Quantitative Study of Ikea, Glasgow. As
the primary data is known as the fresh and innovative data that are
not used before so that certain types of resources are practiced by
the research scholar that is named as a case study, interview
method and survey through a questionnaire (Watjatrakul, 2014).
Apart from this, a secondary data collection technique is essential
in improving and developing the theoretical data with respect to
research matter. In order to get secondary data different type of
sources are utilized by the research scholar like books, articles,
journals authentic websites and academic publication along with
several offline and online sources which assist in improving the
authenticity of research result. Further, the survey through
questionnaire method has conducted for obtaining the primary data
related to the research concern. Herein, the researcher has
attained the beliefs of particular research candidates with respect to
Factors that contribute towards Customer Satisfaction a
Quantitative Study of Ikea, Glasgow by using this survey method.
For this research work, 50 employees of Ikea, Glasgow has selected by the
investigator for pooling trustworthy data related to research matter. In this way, the survey
technique has practiced by the researcher for getting the targeted aim of the investigation in an
appropriate way. Further, it is also analyzed that researcher has rejected the non-probability
method of sampling as respondents are selected on the basis of their knowledge, skills, and
experience when this sampling is used that is not beneficial for this research concern. On the
other hand, probability sampling technique offers a suitable path to the researcher for obtaining
the aim of the research.
For this research work, the investigator has selected statistical data evaluation technique for
meeting the research aim and objectives (Mirabi, et al., 2015). This technique facilitates the
researcher in improving the quality of research and also supports in achieving authentic and
trustworthy information regarding research dilemma. In order to this, table, chart and bar
diagrams have practiced by an investigator and it assists in reaching the precise research
outcome. In addition, it is also essential for converting the data into significant information.
Further, the researcher has used MS-excel software program for developing a reliable
accurate conclusion. It also supports the investigator to comprehend their knowledge related to
“factors that contribute towards Customer Satisfaction a Quantitative Study of Ikea, Glasgow”.
.
To comprehended theoretical understanding about
customer satisfaction of Ikea, Glasgow
De Oña et al. (2014) stated that customer satisfaction is
considered as the imperative factors for the organization
as it affected the overall productivity of the firm. Further, it
is about the organization’s purpose to accomplish
consumer satisfaction and through that organization will
increase the competitive benefits to stay survival.
To address factors affecting the customer satisfaction
of Ikea, Glasgow
Bhatt and Bhatt (2016) depicted the service quality is an
imperative factor that affecting to customers for purchasing
the products and services. The service quality is
determined as the difference between the services
perception and expectation of customers. . In support of
this, Kim et al. (2014) illustrated that employees
satisfaction competitive pricing is another imperative factor
that could influence the consumers for purchasing goods
and services of the organization.
To recommend the strategies improve the customer
satisfaction of Ikea, Glasgow
Suchánek et al. (2014) recommended that an organization
should use the SERVQUAL tool, which facilitates to
measure the quality of products. This tool assists to
evaluate the quality of services as well as identify the
satisfaction level of consumers that would be imperative in
evaluating the difference between the actual experience
and customer’s expectation.
Srivastava and Kaul (2014) suggested that an organization
should also increase the satisfaction level of employees by
meeting their expectation as it would support to increase
their interest in managing the consumers. It is illustrated
that the company should also use the training and
development method by which knowledge of employees
has been improved to handle the customers in an effective
way. It is also founded that if an organization could give the
higher value to an employee then the organization would
be able to increase the satisfaction level of employee in
the long term. It is also illustrated that the organization
should also use a discount method by which customer
could be attracted to purchasing the goods and services of
the organization.