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Introduction

Tesco Plc. United Kingdom Customer's satisfaction of customer service in Tesco, Croydon. Research Officer: - Thasanka Weerakoon Report Date:- January 2010 Introduction This research is to identify the customer's satisfaction of customer service in Croydon Tesco branch. As any business is depending customers Customer satisfaction is very important part for any organisation. Because satisfied customers are most likely to loyal, keep coming and use a wide range of product & services of business. Wilmshurst J. & Mackay A. (2002) stated, ''The need of understand what customer buy or not buy a particular product is a major concern in any industry. The ability to accurately measure the customer's feelings towards particular brand or product is tremendously important in marketing.'' When customer service is done well, customer satisfaction originates automatically. So to make customers satisfied, customer service is vital. Objectives The main objective of this research is to find out the customer satisfaction of Tesco Branch in Croydon. Methodology Methodology is heart of any kind of research. There are two types of methodology to carry a research according to Saunders et al (2007), Figure 1 Qualitative research focuses on analysis of documents, artefacts, words, pictures, and other non-numerical data. The approach is descriptive and subjective in nature. ...read more.

Middle

Case-studies involve measuring what is there and how it got there. Here Questionnaires, Interviews are selected to carry out this research. Project Time Line Giant Chart Activity October November December Weeks 1 2 3 4 5 6 7 8 9 10 11 12 Read literature Draft literature review Review research methods Approve research strategy Interviews Collect Primary Data Collect Secondary Data Analyse Data Draft a Report Revise the Draft Finalise the Report Sent to Management Table 1 This research will be carried out October 2009 to December 2009. The first week of October will be spent in the library and collect data about research that has been done before. In second week will cover main areas of literature and in third week, it needs to review the all methods that that is to be used in the research to make sure that research will be successful. And then all these things need to be approved by Tesco management to carry out. In first three week of November, collecting primary data will be started with interviews and in the final week of November, other data collecting ways such as suggestions box, other feedback of customers will be considered to collect primary data. During November, the questionnaire will be available at the till and new paper area for customers attending to research by themselves. ...read more.

Conclusion

? 1 ? 2 ? 3 ? 4 ? 5 4 How satisfied are you with the helpfulness of the staff? ? 1 ? 2 ? 3 ? 4 ? 5 5 How satisfied are you that the staff showed interest in you as an individual / treated you as a valued customer? ? 1 ? 2 ? 3 ? 4 ? 5 6 How satisfied are you with the way problems were resolved? ? 1 ? 2 ? 3 ? 4 ? 5 7 How do you rate our professionalism in dealing with you? ? 1 ? 2 ? 3 ? 4 ? 5 8 How do you rate our products and services and did they meet your needs and expectations regarding quality and performance? ? 1 ? 2 ? 3 ? 4 ? 5 9 How are you satisfied & rate overall satisfaction of the store? ? 1 ? 2 ? 3 ? 4 ? 5 Refinances Creswell J. W, (2002), Research Design: Qualitative, Quantitative, and Mixed Methods Approaches, 2nd Edition, Sage publications Kotler P & et al (2008) Principals of Marketing. 5th ed. Person Education Patton M. (1987) How to Use Qualitative Methods In Evaluation. SAGE Publication Ltd Richards L. (2005) Handling Qualitative Data. The Cromwell Press Ltd Saunders M. et al (2007); Research Methods for Business Students, 4th Edition, Pearson Education Limited ?? ?? ?? ?? Research Project 2009 Thasanka Weerakoon Page 1 of 17 ID: 1578 ...read more.

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