Tesco plc, UK is one of the leading retail supermarket chains in the UK market. Key objectives; To study the customer loyalty and customer satisfaction To analyse the customer loyalty and customer satisfaction of Tesco To analyse the view of customer regarding the Club card scheme of Tesco. Thus, the researcher has used descriptive technique, such as transcribing interview results to analyse qualitative data and statistical technique, such as percentages of survey results to analyse quantitative data. Menu Toggle navigation Login Repository Statistics. The key summary of findings from review of literature can be shown as follows-. So, the critical evaluation of CRM to increase customer satisfaction in an organization, like Tesco plc, UK can be regard as future research project. Definition and explanation of customer satisfaction:
View all posts by Steve Jones. In conclusion part, the researcher has provided valid conclusions based on the primary and secondary research findings. So, the critical evaluation of CRM to increase customer satisfaction in an organization, like Tesco plc, UK can be regard as future research project. Customer satisfaction of Tesco is also influenced by organizational behavior and customer perception, reliability, credibility, security, assurance, attractiveness, quality, communication, accessibility and image. In context to carry out the investigation, it has explained the facets of brand trust, customer satisfaction, perceived value and customer loyalty.
The researcher has some limitations during the review of literature. For example, Bryman and Bell have stated that the issue of confidentiality and anonymity is vital for the researcher to identify persons, organizations and places etc.
Marketing Dissertations | Customer Loyalty | Satisfaction | Tesco | Clubcard
Suggestions and comments in relation to the critical analysis of the customer satisfaction and customer loyalty at Tesco plc, UK. Questions used in survey may not applicable for all respondents. The researcher would like to opine that the secondary data was vital to support the primary data for the purpose of making good research report with valid conclusions and recommendations in accordance with critical analysis of the relationship between customer satisfaction and customer loyalty at Tesco plc, UK.
Blokdijk has stated that customer loyalty is becoming key concern for an organization and thus the organization has to consider several factors that are affecting customer loyalty.
Customer satisfaction measurement has become one of the most widely used non-financial measures in business today Shaw and Reed, Tesco, UK and thus establish strategies and plans that increases and improve customer satisfaction and customer loyalty within the organization. SERVQUAL model to measure customer satisfaction within an organization that mainly concern about five features, such as reliability, responsiveness, empathy, assurances and tangibles etc.
The final chapter has been designated to present conclusions and recommendations, including key summary of the primary data, key summary of the secondary data, recommendations to academic and organizational perspective, self-reflection on research project, future research opportunities etc. The company is the second leading market before the Clubcard.
Critical analysis of customer satisfaction and loyalty (Tesco, UK)
LancasterSaunders et al. Due to lack of available time, the researcher has conducted only two interviews with the tesdo personnel of the case studied organization. CRM is one the most common approach to measure customer satisfaction within an organization.
Based on the interview and survey results, it is clear that the case studied organization is providing quality products and services, although having some drawbacks in relation to satisfy customers and thus make them loyal to the business.
Loyalty Cards Dissertation
To investigate and critically analyse the relationship between customer satisfaction and customer loyalty at Tesco PLC in the UK. The advantages of the used clubbcard methods can be shown as follow.
The semi-structured interview was conducted with the three management personnel of the case studied organization Tesco Superstore Leytonstone, UK.
As an example, Blokdijk has mentioned that quality of product with better service can create customer loyalty.
This research project is based on the very subjective approach, for example, customer satisfaction is virtual things and can differ persons to persons within the similar aspect as well as there was some limitations to complete the research project.
Lack of availability of time: Critical review of literature is one of the most common and vital part dissertatiom the dissertation.
To critically evaluate the effectiveness of loyalty programs in increasing the perceived values and customer satisfaction which contributes to brand trust. The questionnaire survey was carried out among customers on randomly to get general views and perceptions of customer satisfaction and customer cluubcard towards Tesco plc.
Thus, from the above discussion, the clubdard would like to say that the critical analysis of relationship between customer satisfaction and customer loyalty at Tesco PLC in the UK has academic relevance and importance. The researcher would like to mention following points as recommendations for the tssco for the purpose of increasing customer satisfaction that will lead to customer loyalty.
Finally, the researcher would like to say that this chapter has been discussed and explained most relevant and appropriate issues and concepts in accordance with the critical analysis of the relationship between customer satisfaction and customer loyalty at Tesco plc, UK.
To collect large amount of data from the mass people; andTo get the general perception about the research subject among the large population. The survey results represent that both male and female customers are shopping at selected store of the Tesco plc, UK.
Based on the interviews results, it can be said that there are some unique activities compare to other retailers competitors that include- number of stores, location of stores, format of retailing e. The explanation of each research philosophy can be represent as follows. The loyalty card system gives some privilege facilities to the member customers because they get bonus points and discount offers on products.
This is because satisfied customers are tezco good advert for the business The Times For example, from the survey it can be said that nearly half e. The major findings of the research are: Collaboration in retail value chain, such as supply chain management, quick response, efficient consumer response etc. Chowdhury, Badrun Naher A critical analysis of customer loyalty and customer satisfaction – a case study on Tesco Club Card.