Impact of Online Services on Customer Satisfaction: Marks & Spencer

This report aims to evaluate the impact of online services on customer satisfaction, focusing on Marks and Spencer. The study identifies the significance of online services in the retail sector and analyzes factors affecting customer satisfaction. Research questions explore how online services enhance consumer satisfaction, identify key factors influencing satisfaction, and suggest improvements to online services. The research methodology employs a descriptive research design with an interpretivism philosophy. Primary data is collected through questionnaires, analyzed using a thematic approach, and based on a sample of 30 customers selected through simple random sampling. The report includes survey data on online shopping frequency, convenience perceptions, and factors affecting the online shopping experience, such as time, product availability, and quality.

Task 4
To analyze the impact of online services on customer
satisfaction: A study on Marks and Spencer

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.

How often do you shop online?
4
10 13
3
Every day
Once in a week
Once in a month
Rarely

Do you think online shopping is more convenient than buying from physical store?
Yes No Maybe
0
2
4
6
8
10
12
14
16
18
20

Online services by M&S helps in
enhancing consumer satisfaction
Highly agree
Agree
Neutral
Disagree
Highly Disagree
0 2 4 6 8 10 12 14

What are the major factors which
affect online shopping experience
for you?
Time Availability of product Quality
0
2
4
6
8
10
12
14