RESEARCH PROPOSAL

An analysis if customer satisfaction in retail super market the case of Tesco

NAME: NIJAM MOHIDEEN MOHAMMED HUSSAIN STUDENT ID: 103673-87 LECTURER NAME: SAMRAT HAZRA.

Content
1. Research Title 2. Introduction of Research 3. Rationale for chosen Title 4. PESTAL analyses 5. Literature review 6. Research question 7. Research objectives 8. Methodology 9. Data analysis & collection methods 10.Resources requirement 11.Conclusion 12.Reference

Title of the Research: CUSTOMER SATISFACTION The assignment evaluates the customer satisfaction in the retail industry. The case of TESCO Research Background: What is customer satisfaction? The product which fulfils the customer expectation is called customer satisfaction. Now a days the competition of global market where increased highly. In the retail super market has lot of competitors because there are big super market retail on the competition and lot of small retail shop giving more pressure to them .The customer satisfy is the good business in a high level .If any retail super market giving the more customer satisfaction they will be leading the market .The leading company have the more preference of the market .All the retail super market are try in different ways to attract the customer to develop the business and to earn more profit .All the retail super market wants regular customers the , the customer like to visit retail super market regularly. So the business have more regular customer through quality, excellent services, discount, and satisfy the customer expectation. The customer frequently, accepted, and appreciates service and good products with cheap cost. Fulfilling the customer expectation is not easier. Once in every six month the retail super market should measure the customer satisfaction and expectation and opinion of the customer. Then regularly making alters in products , maintain the standards, follow the good quality , innovation, developing more selection of products and giving a customer service then the retail super market can earn more customer satisfaction , get more regular customer and attract by more people in the country. In United Kingdom the retail super market is the competition and more gaining business. But every retail super market gets a similar market share in the whole market.

Organisation background: TESCO is one the largest supermarket in United Kingdom and all over the world. TESCO means T.E. stock well. It was start by jack Cohen in the year 1919. The main purpose for starting TESCO is tea suppliers. In 1924 is the year that TESCO brand name appeared. Jack Cohen opened his first TESCO store in Burnt Oak, Edgware, and North London. It is running their business more than 14 countries in the world. It has approximately 2318 stores in all over the world. Now a days more than 3 million people are getting

employed in TESCO. It has different types of operations like extra, super store, metro, and express. The TESCO selling products for one million per sec. now a days TESCO is also providing online service like electronics, cloths, etc. They are one of the independent retailers. They started making their own product in a cheaper price for the customers and also those who not able to buy at high cost. They are also expanding their branch like corner shop, so the people can have touch with TESCO easily. They have introduced club card to their customer for making some discount for the regular customer.

PESTEL Analysis of TESCO: The PESTEL analysis about the TESCO, this frame work will shows the TESCOS performance in the retail super market. Tesco cover everywhere in the country Everything is sell by Tesco Everyone can buy from Tesco

Political: TESCO make their branch in china. It makes main rolls for the cresting of shopping malls in the country. It growth makes international business sector increase one quarter of organization profit. They will follow the policies according to the employment law, trade restriction taxes, and tariffs.

Economic: TESCO having the directly touch with customer in the buying characteristic of customer make analyses of fact of customer. There is lot consumer have preferred for the getting cheap price product to make their food, and it will be get affected in sales value and margin. (Keynote, 2010).And also Tesco has contributing the economics of the country wealth. Because they are sales turnover margin was huge so they have to pay tax for that one if they pay tax like that the economy of the will not fall down so Tesco was contributing a special in the United Kingdom economy. There will be lot people are like to preferred to eat in the home because more of the product we are eating get cheap in Tesco as a redimate so they are helping the people to spending the

money for food product become less so like this way TESCO had develop their output product. ( Guardian.2010).

Social: An analyses of the United Kingdom population in the were more retired people than children representation the baby boom generation. (Herald Scotland 2010). These retired people were not able to travel to super market hence TESCO introduced online shopping for the retired people. Consumer attitude towards is changing rapidly and they have become more food conscious. This organic food results in the demand for organic food, TESCO releases this demand and relax to it quickly.

Technological: Now a days Tesco has using manual system of billing by the electronics it reduce the time of the customers and also easy for the shopping .The induction of online shopping has gained construable popularity because of high internet usage. We can sit from the home and order for the products it reach our home within a day or couple of days the latest technologies are introduced by the Tesco in the part Of billing, security machine, self service etc.

Environment: Tesco will begin the search of universally accepted carbon footprint of the products. This will enable the customer to identify the product to identify the carbon footprint easily. They were expecting to reduce the carbon to 50% by 2020.They are providing green club card to motivate the customer to understand about the environment. They started to reduced packing in order to help the environment , and they will not affect the environment accept and follow the ecological rules.( http://www.tesco.com/climatechange/)

Legal: Tesco advice on policy and communication organise key conferencesand influene events.they kept the staff, customers,shareholders uptodate on the special offrrs of the company.There

Specialism is corporate governance, government affairs, insurable risk, international communication and licensing team etc. (http://www.tesco-careers.com/home/about-us/ourcompany/corporate-and-legal-affairs)

Research questions: To make the research in proper way, we should have research questions that helpful for making a correct result in the research.

>What are the different ways are applying by the business organization to get the customer satisfaction. > The main question is how they providing customer satisfaction to the people in the competitive business. > How they maintain their sustainability. >how can the company approach the customer with their services and activities like low pricing, delivery strategy?

Research objectives: A clear view about the customer satisfaction. Make clear the every activities part in the customer satisfaction. How the customer satisfaction help to improve the business.

Literature review: Most of the retail super market is very competitive in their business field. In order to be competitive in the market business must provide benefits to the customer to gain competitive advantage among competitors. One of their competitive advantages of super market is to provide customer satisfaction so that they can retain their customers. For this they must focus on their existing customer as well as new customer to establish their sustainability in the market. Whenever we start or plan to establish a new business we must make certain things obvious in our mind like what kind of business we want to start, what age group costumer we are going to target and expectation of customers and how to satisfy the customer needs to make them regular customers for the organization. (Johnson. G & Schools. K, 2003).

There are certain business ethics which organization should follow to run businesss like maintaining healthy relation and competition with your competitors. This can bring good customer benefits as there is lots of competition in the market, organizations tries to provide good quality or service to the customers. If business fails to provide good customer satisfaction they will fail to get customers. Due to globalisation it is very important for the business organization to follow different strategies in order to survive in the market. They should try to do SWOT analysis for themselves and should understand the strength and weakness of their competitors. So there should be proper planning in the organisation to bring more profits to the business and to reside in the competitive business world. (Porter. M, 2004).

Customers are considering as the king in the business as if they are satisfied they would give us more business or recommend to others about our business. So it is very important for the business to make sure that their customers are fully satisfied with their service. In order to understand it they can conduct survey, ask to fill questioners form, call them over the phone.

An article states that many different factors have an impact on the customer loyalty but customer satisfaction is the most prominent among them the other factors are location service, flexibility level, demographics, location of the business and they make the survey

A recent analyze says that certain refers which influences customer satisfaction. They are making them unique special, offers lot of information; tell the story, customer need to involve in the decision product and price. Customers mostly focus on behaviour of the suppliers. There are many ways to attract the customers. In common there are seven steps to attract the customer which are encourage with the face to face dealings, respond to message promptly and keep your customer informed. Friendly and approachable, clear about the customer service policy, have to fulfil the customer expectation and honour to your customers.

A recent research proves that good service, quality product, dynamic pricing, merchandising, and the store environment are definitely linked with the satisfaction of the customers.

According to the case conducted in china states, brand loyalty is the most significant factor that increases fulfilment of customers in Korea and China. This survey was conducted on

Tesco. Certain important factor analysed to find the customers. A group of members talk about the orientation of customer, perceived quality, and brand loyalty.

Methodology: We have directed certain suggestions or factors that influence customer satisfaction and they are: H1: The customer satisfaction is directly related with service or quality of the product. H2: The pricing of commodities affect the customer hence it should be competitive H3: The behaviour of the staff and friendly nature also affects the customer satisfaction. H4: The other important factors that affect customer are the wide range of selection. H5: Brand name plays an important role as many customers prefers branded goods

Research design It is a process in which business organization decide about the product description like how it should be. It is how they design a product so that it meets the expectation of the customers. Data Collection Methods As the name describes, it is a process of collecting data before launching any new product in the market. It is a must procedure for the organization to know the taste of their customers. It is done through various methods like filling up of feedback form, providing sample product etc. Data analysis: Now days there are many ways in which we can analyze the data like SSP system, ANOVA and correlation coefficient methods are the most prominent ones which are used for the data collection.

Conclusion: Without customer satisfaction no one can stay in the business. It is clearly discussed in the assignment. Customer satisfaction is very important in the in the world of business.

Reference:

1. www.thetimes100.co.uk, 2010, Customer Satisfaction, [online], from URL: 2. www.managementstudyguide.com, 2010, Factors affecting the customer satisfaction, [online] 3. http://www.tesco.com/ 4. http://www.fundinguniverse.com/company-histories/Tesco-plc-CompanyHistory.html. 5. http://www.tesco-careers.com/home/about-us/our-company/corporate-and-legalaffairs. 6. http://www.tesco.com/climatechange/). 7. http://www.guardian.co.uk/