and future actions reflect that previous context. Definition and explanation of customer satisfaction: Globalisation and more intense competition among supermarkets highly raised the awareness of customers; there is a significant impact of customer satisfaction on profitability and ultimately the survival of organisations: thus customer satisfaction has become one of the most important. Service Quality within retail units is pivotal for satisfying customers, retaining them and creating loyalty amongst customers and servqual model is use to analyze the gap between perceptions and expectations of the customers that reflects the satisfaction and loyalty (Naik., 2010). There would be some questions based on the customers income level which would be direct question so customer might hesitate in answering them. However, Muijs (2010) has noted that there are three key concepts in quantitative methods, such as validity, reliability and generalisability. . Advantages of used research methods, such as semi-structured interview, questionnaire survey, and document review and analysis The researcher has used three most effective research methods, such as semi-structured interview, questionnaire survey and document review analysis to collect both primary and secondary data from the case. According to Fornell and Wernerfelt (1987 the immediate consequences of increased customer satisfaction are decreased customer complaints and increased customer loyalty.
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For example, service quality, a vital factor affecting customer satisfaction is defined as the customers overall judgement regarding the superiority or excellence of a product or service (Parasuraman. From local area to urban area use of recent technologies (e.g. Now people become curious and they want to get a clubcard too. And while dictionary definitions are not bad as starting points, the most important issue for us to consider is how well our own definition of relationship helps companies succeed in the customer dimension of competition. Chapter 4: Research Findings and Analysis Introduction Analysis of research findings has vital influence on research project to prepare standard research report with valid conclusions and recommendations. Future research ideas and opportunities During the review of literature and collection of primary data, the researcher has identified some issues and concepts that can be use as future research ideas. There are following resources would be require for the research like a computer/laptop, access to library or database, database from the industry or company and a supervisor to guide in research. Research objective Three: To collect primary and secondary data from the case studied organization, such as Tesco PLC in the UK at Leytonstone Superstore through two most effective research methods, such as semi-structured interview and questionnaire survey. How does customer satisfaction can affect customer loyalty at Tesco plc,. Customer loyalty in Tesco,. Fornell (1992 Kolter (2000 Oliver (1991 Stank et al (2007). Loyalty card schemes are not only beneficial for the customers, but are equally beneficial for the companies as well.
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