Customer Satisfaction - Tesco
Chapter 1. Introduction
Chapter 1. Introduction
“Satisfying the customer is a race without finish.” (Vadim Kotelnikov). Many researches and academicians have defined customer’s satisfaction in their own way. Satisfying customers is always a challenging job for anyone. Customer satisfaction means providing goods and services to the customer which meets their level of expectation. So, neglecting customer and their demand can be dangerous for the existence of the organisation. That is the significant reason why companies are paying attention to the customer satisfaction today (Harkiranpal Singh, 2006). Similarly, researcher here tries to measure customer satisfaction and efforts to put to recognise its importance in development of the organisation.
Introduction
Introduction
Background of the research
Background of the research
Background of the organization to be studied
Background of the organization to be studied
Research purpose
Research purpose
Scope of the research project
Scope of the research project
Brief overview of the research methodology
Brief overview of the research methodology
Structure of the report
Structure of the report
Figure 1.1 Structure of Chapter 1: Introduction 1.1 Background of the Research
Customer satisfaction is the buzzword of the 1990s. Unfortunately, till the date numerous amount of managers consider satisfying their customer is a good practice to do rather than crucial element of success (Dianne S. Ward, 1993). Current economic conditions have encouraged many firms to review their approach regarding customer satisfaction management (Jonathan Parkes). Satisfaction is a crucial measure of an organisation’s achievement and it is considered as a great influencer of attitude, word of mouth communication, profit, and repurchase; in long run, lead to customer loyalty; to be appropriate predictor of buying behaviour in the future. Customer satisfaction gained by any organisation results in loyalty
Chapter 1. Introduction
“Satisfying the customer is a race without finish.” (Vadim Kotelnikov). Many researches and academicians have defined customer’s satisfaction in their own way. Satisfying customers is always a challenging job for anyone. Customer satisfaction means providing goods and services to the customer which meets their level of expectation. So, neglecting customer and their demand can be dangerous for the existence of the organisation. That is the significant reason why companies are paying attention to the customer satisfaction today (Harkiranpal Singh, 2006). Similarly, researcher here tries to measure customer satisfaction and efforts to put to recognise its importance in development of the organisation.
Introduction
Introduction
Background of the research
Background of the research
Background of the organization to be studied
Background of the organization to be studied
Research purpose
Research purpose
Scope of the research project
Scope of the research project
Brief overview of the research methodology
Brief overview of the research methodology
Structure of the report
Structure of the report
Figure 1.1 Structure of Chapter 1: Introduction 1.1 Background of the Research
Customer satisfaction is the buzzword of the 1990s. Unfortunately, till the date numerous amount of managers consider satisfying their customer is a good practice to do rather than crucial element of success (Dianne S. Ward, 1993). Current economic conditions have encouraged many firms to review their approach regarding customer satisfaction management (Jonathan Parkes). Satisfaction is a crucial measure of an organisation’s achievement and it is considered as a great influencer of attitude, word of mouth communication, profit, and repurchase; in long run, lead to customer loyalty; to be appropriate predictor of buying behaviour in the future. Customer satisfaction gained by any organisation results in loyalty
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