Moreover, the Team Leader has described that the CRM helps the organization to explore and identify the needs, demands and expectations of the customer to the organization e. Level of satisfaction with quality of service at Tesco plc, UK. There may have several sources to conduct critical review of literature, but Saunders et al. To critically evaluate the effectiveness of loyalty programs in increasing the perceived values and customer satisfaction which contributes to brand trust. The card includes the features about the clientele offered and to whom it is done etc. The Tesco Clubcard proved itself as a serving concern.
The researcher conducted semi-structured interview with the management personnel at the selected store, such as Tesco Leytonstone branch. Thus, it is clear that mostly young and adult people are visiting and shopping at the case studied organization, i. Thus, based on the interviews results, researcher would like to opine that all of these factors can greatly affect the customer satisfaction and customer loyalty at Tesco plc, UK. The researcher should collect relevant data and information from the primary sources in relation to issues and concepts that arrived during the critical review of literature Saunders et al. Babakus and Boller ; Brady et al ; and Carrillat et al The loyalty card system gives some privilege facilities to the member customers because they get bonus points and discount offers on products.
The second highest e. Demographics of the interviewees at Tesco plc, UK. Benady has concluded that all of these issues are helping Tesco PLC, UK to improve quality of product and service to increase customer satisfaction and thus to create customer loyalty among the customers.
So, it can be noted that research methodology has crucial influence to collect all relevant data and disserfation and thus to make standard research report with valid conclusions and recommendations in the field of critical analysis disaertation the relationship between customer satisfaction and customer loyalty at Tesco, UK.
The researcher has completed document review and analysis of the case studied organization in relation to explore existing theories and practices on customer satisfaction and customer loyalty at Tesco plc, UK. The research is a quantitative, deductive study where primary data have been collected from three stores of Tesco Plc. Finally, the author would like to opine that despite of having some limitations, the researcher was able to prepare this research report with valid conclusions and recommendations in respect to the critical analysis of the relationship between customer satisfaction and customer loyalty at Tesco plc, UK.
Bryman and Bell have mentioned that inductive and deductive dissertatino approaches are widely used to explore and analyse close relations dissertaiton two variables. The overall limitations of the study can be discuss and explain as follows.
The aim was to compare and to make validity of the primary data that has been collected through semi-structured interviews and questionnaire surveys. The first determinant of overall customer satisfaction is perceived quality and the second determinant of overall customer satisfaction is perceived value Fornell et al.
disseration SERVQUAL model to measure customer satisfaction within an organization that mainly concern about five features, such as reliability, responsiveness, empathy, assurances and tangibles etc.
The first chapter has been designated to discuss and explain research background, organizational background, academic relevance, research aims and objectives, research questions, rationale for selection of research topic, and overall limitations etc.
There are several ethical issues that should be considered by the researcher during the collection of data through using several research methods.
Major factors affecting customer loyalty, including trust, commitment, communication and conflict handling etc.
Satisfied customers become loyal to disseryation business, while there is debate as well, all satisfied customers may not purchase regularly from the didsertation business. This research has also considered several literature gaps which were present earlier and tried to answer several of them.
The researcher would like to represent questionnaire survey results as follows. The researcher has to consider some of the common things within the data collection methods, including, access to the case studied organization, primary data collection methods, secondary data collection methods, access to the sample and sampling strategy, data analysis tools and techniques, data presentation techniques, advantages and disadvantages of used research methods etc.
So, the nature of customer satisfaction and customer loyalty at Tesco PLC is an important concern in that particular area.
This concept is applicable to all types of industries, such as retail, banking, service-providing etc. In this chapter some of the following key aspects of the research methodology- research philosophy; research approach; data collection methods, including access to the case studied organization, primary and secondary data collection methods, access to the sample and sampling strategy, data analysis tools and techniques, data presentation techniques, advantages of used research methods, possible disadvantages of used research methods etc.
To collect large amount of data from the mass people; andTo get the general perception about the research subject among the large population. The survey results in relation to level of satisfaction with quality of products at Tesco.
Finally, based on the primary and secondary findings, the author would like to opine that there is positive i. Club card is about more than just earning money-off vouchers and that they can use points as currency in other areas of their lives.
SERVPERF model to measure customer satisfaction that mainly concern with service quality and performance perceptions against performance expectations. For example, qualitative data has been collected from semi-structured interviews with the management personnel of the case studied organization. On the other hand, quantitative data has been collected dossertation questionnaire survey with customers at selected branch of the case studied organization.
The second chapter has been designated to present previous research works in the same research subject, sources and strategy of review of literature, theoretical framework of references, limitations on review of literature etc. Demand management, such as portfolio management, category management, space management etc.
During the semi-structured interview, the researcher has used purposive sampling technique to ensure clubcarx interviewee to collect relevant data on customer satisfaction and customer loyalty at Tesco plc. Student Showcase Date Deposited: Social Harm or Crime? Moreover, Ghauri and Gronhaug added that the researcher has a moral responsibility to explain and find answer in accordance with research questions honestly and accurately.