Customer Satisfaction: A case of Tesco
An Analysis of the Satisfaction of late night Grocery Shoppers:
The Case of Tesco
ABSTRACT
The research aims to have a deeper understanding of the factors that influence customer satisfaction at Tesco especially at night shifts. It also tries to erect a framework for the understanding of the physical and mental hazard that the shift workers have to encounter in their night shift work.
It starts with the general discussion about the customer satisfaction, marketing process and other general business terms. Then it proceeds towards a deeper analysis of the research done in the past to have a proper understanding of the topic area. Some models of customer satisfaction and employee working condition and satisfaction has been drawn and explained so that the readers can get the subject matter very easily. The importance of customer satisfaction is also discussed and explained. Product performance and the relation between the customer and the sales people has been extensively elaborated. In the previous study other researchers have found that the product performance and customer expectations are the pivotal of customer satisfaction but this study has found interestingly that the relations and interaction between customers and sales people is the main drive to customer satisfaction at least in the case of Tesco. Two focus groups were interviewed in four sessions to discuss the research questions and subsequently a general form has taken place of what they think about customer satisfaction and its implications.
Discussion revealed that it is not the price and product performance that always make customers happy rather the behavioural aspect of the sales people are important than the price and performance.
Finally this research has found the importance of customer-sales people relation in terms of satisfaction. At night shifts the overall customer satisfaction is depending entirely upon the quality of service rather than the price or performance of the
The Case of Tesco
ABSTRACT
The research aims to have a deeper understanding of the factors that influence customer satisfaction at Tesco especially at night shifts. It also tries to erect a framework for the understanding of the physical and mental hazard that the shift workers have to encounter in their night shift work.
It starts with the general discussion about the customer satisfaction, marketing process and other general business terms. Then it proceeds towards a deeper analysis of the research done in the past to have a proper understanding of the topic area. Some models of customer satisfaction and employee working condition and satisfaction has been drawn and explained so that the readers can get the subject matter very easily. The importance of customer satisfaction is also discussed and explained. Product performance and the relation between the customer and the sales people has been extensively elaborated. In the previous study other researchers have found that the product performance and customer expectations are the pivotal of customer satisfaction but this study has found interestingly that the relations and interaction between customers and sales people is the main drive to customer satisfaction at least in the case of Tesco. Two focus groups were interviewed in four sessions to discuss the research questions and subsequently a general form has taken place of what they think about customer satisfaction and its implications.
Discussion revealed that it is not the price and product performance that always make customers happy rather the behavioural aspect of the sales people are important than the price and performance.
Finally this research has found the importance of customer-sales people relation in terms of satisfaction. At night shifts the overall customer satisfaction is depending entirely upon the quality of service rather than the price or performance of the
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