Exploring the Relationship: NFC and Customer Satisfaction (Tesco)

This report investigates the relationship between Near Field Communication (NFC) and customer satisfaction, focusing on its application within the retail sector, specifically using Tesco as a case study. The study explores the benefits of NFC, such as faster transactions, increased customer loyalty, and enhanced shopping experiences. It examines the impact of NFC on customer satisfaction, aiming to identify how this technology can increase satisfaction levels and boost sales. The research also addresses the challenges and issues associated with NFC implementation, including security concerns and the cost of adoption. The report outlines the research methodology, including objectives, research questions, and the hypothesis. The literature review analyzes the existing research on the topic, while the data analysis provides insights into the relationship between NFC and customer satisfaction. Finally, it offers recommendations for leveraging NFC to enhance customer satisfaction and drive business growth. This report aims to provide a comprehensive understanding of NFC's role in improving customer satisfaction and its implications for the retail industry.

Near Field communication and
customer satisfaction

ACKNOWLEDGEMENT
I am grateful to all of those with whom I have had the pleasure to work during this and
other related projects. Each of the members of my Research Committee has provided me
extensive personal and professional guidance and taught me a great deal about both scientific
research and life in general. Nobody has been more important to me in the pursuit of this project
than the members of my family. I would like to thank my parents; whose love and guidance are
with me in whatever I pursue. They are the ultimate role models. As my teacher and mentor, he
has taught me more than I could ever give him credit for here.

Table of Contents
ACKNOWLEDGEMENT...............................................................................................................2
INTRODUCTION...........................................................................................................................5
Background of the study.........................................................................................................5
Aim.........................................................................................................................................6
Objectives...............................................................................................................................6
Research Questions................................................................................................................6
LITERATURE REVIEW................................................................................................................6
RESEARCH METHODOLOGY...................................................................................................11
Research Approach...............................................................................................................11
Research philosophy.............................................................................................................12
Research Design...................................................................................................................12
Sampling...............................................................................................................................12
Data collection......................................................................................................................13
Data Analysis........................................................................................................................13
Ethical Consideration...........................................................................................................14
DATA COLLECTION AND ANALYSIS....................................................................................15
DATA ANALYSIS..........................................................................................................................3
Action Plan...........................................................................................................................17
REFLECTION...............................................................................................................................19
CONCLUSION..............................................................................................................................19
RECOMMENDATIONS...............................................................................................................20
REFERENCES..............................................................................................................................22
APPENDIX....................................................................................................................................24

INTRODUCTION
Near Filed communication is the modern technology or a set of procedure of
communication protocols that helps to connect electronic devices which is wireless and portable
device such as smartphone. The major use of this Technology is for contactless payment
systems, similar to those used in credit cards and electronic ticket smart cards and allow mobile
payments. Nowadays, NFC is more valuable and leading charges for the betterment of new
developing goals. This helps Company to enhance the sales volume and for customers it is useful
to enhance the shopping experiences. Beacon has been the another most popular technology
among retailers which covers the new emerging market and developing growth in order to meet
out the customer satisfaction. NFC has emerged valuable tool for gathering customer insights
and transforming the shopping experience. Further study will be going to present the importance
of this technology connected with the customer satisfaction. Present research will also be going
to take survey with the help of different research methodologies in order to meet out the research
aims and objectives.
Background of the study
In present time, retail companies have increasingly focused on the new modern
technologies to get customer more satisfied and happier with the product or services. This Near
field communication is enough to capable of two-way communication either from credit card or
debit card. So, this will helpful for the customers to get payments in faster manner. The purpose
of this present study is to explore the new opportunities for the customers. Besides, NFC is more
beneficial for the customers satisfaction and growth. Further, study will also present the Near
field communication that helps to provides high level of security because this device has work if
when two devices are brought close to each other, reducing the interference of third party.
Retail sector has been rapidly adopting this technology into their business functions in
order to meet out the best customer satisfaction results and growth for the NFC. On the other
hand, NFC is the subset of Radio Frequency Identification with limited range for the security
reasons. The main scope of this project is that NFC is the best device to make customer shopping
experiences more productive and better. It helpful to revitalise the lifestyle and relieving of all

the unwanted issue related to shopping. It gives good impact on the buyers and their satisfaction
level as well.
The purpose of this present research to improvise the buyer’s satisfaction by smart
shopping. It is the best device for the customer to let them know about their product and services
in which place or at which location in the place. On the other hand, another benefit of the device
is that, company can also find out their interested buyers by using NFC. This helps to establish
and identify their loyal customers and get more profit revenue returns.
Aim
“To explore relationship between Near Field communication and customer satisfaction: A
case study based on Tesco”
Objectives
 To identify the benefits of Near Field communication process for customer satisfaction.
 To ascertain the impact of NFC on customer satisfaction by 5% within 6 months.
 To determine the challenges and issues involved in NFC.
 To recommend the strategies or ways to enhance Near field communication process.
Research Questions
Q. What are the benefits of Near Field communication process for customer satisfaction?
Q. What can be an impact of NFC on customer satisfaction by 5% within 6 months?
Q. What are the challenges and issues involved in NFC?
Q. What are the strategies or ways to enhance Near field communication process?
HYPOTHESIS
Null hypothesis: There is no significant relationship between near field communication and
customer satisfaction
Alternative hypothesis: There is a significant relationship between near field communication
and customer satisfaction.
LITERATURE REVIEW
Theme 1: To identify the benefits of Near Field communication process for customer
satisfaction.

As per the Alamir and Jafari Navimipour, (2016) Near Field Communication has
presenting the advantages for both consumers and businesses together. There are some benefits
and reason that why company adopt using NFC to their business functions. According to Aik-
Chuan and et.al., (2015), Increased customer satisfaction is the first benefit that comes from the
Near field communication. For example, Tesco can adopt this strategy into their functions by
making transaction easier and faster because customer wants quick transaction by phones. This
ease of use cuts down on the amount of time customers have to wait a line. Customer more
looking for the company who has doing fast payment transaction machines instead of those who
still using manual system to make payments with taking long time.
As per the Cai, Zhao and He, (2015) Customer also have chance to earn different prices,
coupons and discount while purchasing online or on the multiple’s transactions. Companies also
applying NFC tags around their stores to make answers of consumer questions. Besides,
customer can easily get more information about the product. Overall, process of this shopping
make customer satisfied with the company style and their style of payment as well which will
increase the customer loyalty as well. As per the Beristain And Zorrilla, (2011) security is
another major issue which restrict NFC such as phone hacking and computer hacking can be
happened due to which customer also lost their money from the device and can also get lot of
information of users as well. This is the restricted sign of this device. Due to which most of the
company avoid to implement these Information technologies.
As per the Cai, Zhao and He, (2015) another benefits of NFC is to provide high volume
sales for the company by increasing the buyer satisfaction results. For example, by applying NFC
technology into their business functions, Tesco can have the better customer retention power and
good profit returns as well. Company employees also get to learn new different skills and
knowledge by applying this technique into their business functions or make faster transactions of
payments.
Another benefit of NFC is that, it is helpful to improvise the employee communication of
Tesco to make more better interaction with the customers. This device can be more helpful to
operate the employees in the business functions in a better way of communication way.

Moved to NFC technology can also helpful to have short staff employees’ members in
the store which beneficial for the Tesco to make less expenses of wages. It will helpful to the
Tesco to cut down the UN-necessary staff personnel.
It has been critically evaluated by Alamir And Jafari Navimipour, (2016) that, NFC is
quite costly and risky for the merchants to invest in the technology. Besides, another limitation
of this technology is that company fails to make enough incentives from this Technology as well.
Theme 2: To ascertain the impact of NFC on customer satisfaction by 5% within 6 months.
As per the Cai, Zhao and He, (2015) NFC is the foremost and latest technology in mobile
device industry. Besides, Near field communication is convenient for a payment that makes easy
for the customer to get fast process of payment transactions. It is the big reason of customer
satisfaction by NFC. Customers get happier with this Application and growth. In this process,
buyer can easily pay amount from its mobile Technology by using their mobile wallet. Another
reason of satisfaction is that, this Practical application also easy to understand and access. Online
payment will also very helpful for the customer to check out their financial transaction at the end
of the touch or tap to the screen.
Another reason of satisfaction is that, this device is more versatile than others as per the
suggested Alharbi and Drew, (2014). The mode of payment is uses for the reason of mobile
banking train tickets, getting real time updates, reward points, redeeming rewards and coupons
and much more to be analysed into different modes of transaction that will helpful for the
customer. It is the most beneficial device for the buyers to make their shopping experience
excellent. It brings new and great outcomes to make the better advantage and most delivering
products to make the happy and satisfied result outcomes and growth.
According to Cai, Zhao and He, (2015) moreover, it also helps to bring the new emerging
growth market result in order to meet out the best outcome result and growth. This system
growth is consisting in very ease and developing results in order to meet out the best outcome
results and growth. Besides, Customer can easily make multiple payments and growth from the
behalf of different functional and make the better different payments and result outcomes.
Customer can easily swipe their smartphones and make different payment options with the great
different deals.

As per the Alharbi and Drew, (2014) another benefit that affect customer into positive
manner such as this device is also very useful to make sharing information size of NFC tags and
their lack of a battery, relying and instead on radio frequency signals sent from a smartphone or
other NFC compatible device to operate. Moreover, all those benefits can help people to
purchase new more purchasing that will helpful for the Tesco to earn high customer satisfaction
chances. It will helpful to create different other advantages to make the better growth and
effective working outcomes.
NFC helps people to make better growth services and make the better customer servicing
growth. Retail sector has been adopting wide range of technology-based solutions such as
Barcodes, Beacons, Bluetooth, Geofencing etc. it will be proved that, these kinds of technologies
will more helpful to enhance the customer engagement a retention level of growth. It will also
enhance the retail technology and better satisfaction growth for the company into more profitable
manner.
As per the Alharbi and Drew, (2014) NFC is the best modern technology or device for
the better satisfaction level of retail customers. It helpful for Tesco to increase their brand
awareness, brand loyalty, and making effective marketing growth as well. It will help to make
the best outcomes and make the better growing substances. The best advantage for the customer
is that to promote the best and effective working outcomes to make the best outcome results in to
more appropriate manner and growth. The best thing for the great and manner of developing and
effective purposeful though full process (Near Field Communication, (2018). Besides,
consumers using NFC technique to authenticate access quickly and seamlessly, such as digitally
signing documents, securely car, home or office doors. This will helpful to make the better
growing results and make the best advantageous growth and developing outcomes. It develops
the small based specification tool that ensure interoperability among device and many services.
Tesco should need to adopt this technique to make customer happier and more satisfied with the
outcomes from the device and goals. NFC also most effective and exploring the company profit
in order to gain profit by 5%.
Theme 3: Challenges and issues involved in NFC
As per the Amir Museli, Nima Jafari Navimipour, 2018 Near field communication also
involved some cons in the business functional activities. These limitations or negative effects can

affect the customer satisfaction of the company. In order to make the best way to create the better
growth management. Tesco must be aware from the all facts of the new modern techniques. Such
as NFC also have some limitations that affect the overall position of the company such as NFC
having lack of security due to which chances of fraud is also involved in the business activities.
It helps to affect the better development growth in order to meet out the best possible action
plans and best outcome results growth. Security is the biggest concern for the company and
involves the possibilities of customer unsatisfactory behaviour as well. For that, company also
needs to make the effective process making task and make best target performance.
This makes the process more insecure and inefficient due to which customer might be
facing issues in transaction of money. Due to security reasons, most of the thought and process
will affect the system of the organisation level of the following task and developing result-
oriented goals. Rapid growing new technologies has always come with lots of limitations. Such
as with every growing technology one technology is making good and ineffective growth of
channel. Some due to these ineffective systems of performance many of the customers get
discouraged and less interested to make payments online.
As per the Ahmad, (2014) sometimes Tesco can also face the issues of lack of online
knowledge of many customers who might be little low ineffective work level to make the
dissatisfaction level of growth.
As per the Alamir And Jafari Navimipour, (2016) NFC having some potential threats
about that Tesco must be aware. Such as Data Modification threats, in which hacker can modify
the data which is transmitted from Near field communication process. due to this conflict or
challenges consumer might be get the wrong information that can be affect the data of the
consumers.
Another threat or challenges involved in the NFC is Eavesdropping threat which is
another dangerous issue in the process of NFC (Strengths and Weaknesses of Near Field
Communication (NFC) Technology. 2011). in this threat of process includes unintended
recipients are able to intercept and read messages accordingly and better growing performances.
NFC is the process of communication between two devices to make transactions. This process
set the limits of the range that means both the devices are not far from the range of 10 cm.

Another most affective threat involves in this technology is Man in the middle threat. In
which between the two people of communication get affected by third party. This will great the
better chances of the new developing result outcomes in order to meeting the company
dissatisfaction result or growth. This process affects the reputation of the company or can
discourage the confidence level of the customers and their faith on the company. It is the type of
cyberattack where a malicious actor him/herself into a conversation between two parties,
impersonates both parties and gain access to better information. In order to meet out the best
outcome and unnecessary ineffective goal outcomes.
According to Alharbi and Drew, (2014), on the basis of searching all following threats
and limitations of the research. Tesco needs to adopt some measure goals and objectives in order
to meet out the research outcomes and better growing performances. That helps to make the best
outcomes for the customer satisfaction. Besides, customer satisfaction is very much necessary to
stable the company reputation in the market. Thus, it can be said that company needs to more
focused on the further developing needs in terms of technology.
RESEARCH METHODOLOGY
Research Approach
Research approach is the set of procedure and developing the result outcomes and growth
in order to meet out the result outcomes and in order to meet out the best outcomes and best
possible action plan and growth. Apart from that, it is the most important and essential kind of
element in the process of better goals and research process to make the best outcome research
(Alharbi and Drew, 2014). There are two types of research approaches deductive and inductive
approach method. Inductive approach means where research is based on observation theories are
proposed towards in order to meet out the best outcomes and results. On the other side, deductive
approach generally make hypothesis on the existing theory which is slightly more efficient for
the better research outcomes and growth. Present study will be based on inductive research
approach in order to meet out the better research goals where focus of researcher is on exploring
relationship between Near Field communication and customer satisfaction.

Research philosophy
Research philosophy is another distinct style of measurements and better forming research
style that helpful for the research process goals. Research philosophy is the tool that helps to
study the research into deeper manner. Overall, the particular research technique will be helpful
or impacted by practical implications process in order to meet out the best goals outcomes and
results. There are two types of research philosophy Positivism and Interpretivism style of
philosophy. Interpretivism involves researcher to interpret the element of the study, and also
involves the role of human interest into the study process (Alharbi and Drew, 2014).
Interpretivism philosophy involves the data that interpret elements with the help of human
interest. This method of philosophy contains and based on reality and facts. On the other side,
Positivism research approach refers to the difficult method to explained the data in a precise
sufficient manner. Present study is based on Interpretivism philosophical approach as it helps the
scholar in exploring topics which are related to human aspects and critical thinking like Near
Field communication and customer satisfaction in Tesco which is one of leading retailer of UK.
Research Design
Research design is another significant method of research process in order to meet out the
better growing performance for the research outcomes. Research design is the basic choice of the
study which will be taking by the company development process in order to meet out the best
outcome result in order to meet out the best outcomes for the results and growth. There are two
types of research design method exploratory and conclusive. Exploratory research design where
researcher aims to enhance the detailed explanation of the project into more appropriate manner.
Conclusive is another type of research design which focuses on the findings that are practically
useful in reaching conclusions or decision making. In this type of studies research objectives and
the data requirements need to be clearly defined. Present study will be taking Exploratory
research design tool that analyse the better outcomes and explore the research study into more
deeply manner.
Sampling
It is the set of specific structure which is used to select research participants on the basis of
sampling method. Sampling specific principle used to select members of population to be