This research is to identify the customers satisfaction of customer service in Croydon Tesco branch. As any business is depending customers Customer satisfaction is very important part for any organisation.

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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.

Quantitative research focuses on analysis of numerical data. The approach often follows the scientific method and is objective in nature.

The appropriate methodology:

According to Saunders et al (2007), the data collection and analysis is a process for the collection and analysis of quantitative and qualitative data.

All methods of data collection can supply quantitative data (numbers, statistics or financial) or qualitative data (usually words or text). Quantitative data may often be presented in tabular or graphical form. Secondary data is data that has already been collected by someone else for a different purpose.

In this research as the research technique the data collecting method (primary and secondary) is being selected and qualitative data will be collected.

Research Process: -

(according to Saunders M. et al (2007)

Prior to commence of the research we have to decide the methodology in which we are going to carry out this research.

Figure 2

  • Philosophy (Interpretive)

Interpretive is to enter the social world of our research subjects and understand their world from their point of view. This is to be used to be explained the philosophy of the research to the respondents.

  • Approach (Deductive)

The researcher needs to plan fundamental approach to the research. The deductive approach involves deducing a hypothesis. Hypothesis then needs to be tested, through some form of experiment or empirical enquiry.

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  • Strategies (Survey)

According to Saunders et al (2007)

‘‘The survey research strategy that involves structured collection of data from a sizeable population. The survey strategy allows you to collect quantitative and qualitative data which you can analyse quantitatively using descriptive and inferential statistics.’’

Strategy is used as ether qualitative or quantitative.

  • Choices (Multi method)

The multi method is used for more than one data collection technique and corresponding analysis procedure or procedures.  

  • Time Horizons (Cross sectional)

According to Saunders et al (2007), the cross sectional research is study of a ...

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