tesco2 at college (2).docx

8/10/2019 tesco2 at college (2).docx

1/39

qwertyuiopasdfghjklzxcvbnmqwert

yuiopaasdfghjklzxcvbnmqwertyuio

pasdfghjklzxcvbnmqwertyuiopasdf

ghjklzxcvbnmqwertyuiopasdfghjklz

xcvbnmqwertyuiopasdfghjklzxcvbn

mqwertyuiopasdfghjklzxcvbnmqwe

rtyuiopasdfghjklzxcvbnmqwertyuio

pasdfghjklzxcvbnmqwertyuiopasdf

ghjklzxcvbnmqwertyuiopasdfghjklz

xcvbnmqwertyuiopasdfghjklzxcvbn

mqwertyuiopasdfghjklzxcvbnmqwe

rtyuiopasdfghjklzxcvbnmqwertyuio

pasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklz

xcvbnmrtyuiopasdfghjklzxcvbnmq

wertyuiopasdfghjklzxcvbnmqwertyuiopasdfghjklzxcvbnmqwertyuiopa

Edexcel BTEC (Level 7) Extended Diploma in

Strategic Management and Leadership)

Unit Title:Research Methods for Strategic Managers

Topic:A critical analysis of measurement of customer

satisfaction level in a Tesco store- Feltham

Unit Code:R/602/2422

Unit No. 16

Student Name:Amanpreet Kaur

Student ID:2859

Name of Assessor:Mr A Khoso

Issue Date:10/6/2014

Submission Date:5/8/2014


2/39

1

DECLARATION:

This thesis is a presentation of my original research work. Wherever contributions of others

are involved, every effort is made to indicate this clearly, with due reference to the literature,

and acknowledgement of collaborative research and discussions.

The work was done under the guidance of Professor Mr A. Khoso, at the 360 GSP College,

Wembley.

Amanpreet Kaur

[Candidates name and signature]

Date:


3/39

2

ACKNOWLADGEMENT:

Apart from the efforts of mine, the success of any project depends largely on the

encouragement and guidelines of many others. I take this opportunity to express my gratitude

to the people who have been instrumental in the successful completion of this research.

First and foremost, I would like to thank to our supervisor of this research, Mr A. Khoso for

the valuable guidance and advice. He inspired me greatly to work in this research. His

willingness to motivate me contributed tremendously to my research. I also would like to

thank him forshowing us some example that related to the topic of our research. I would like

to show my greatest appreciation to Prof. Mirza. I can't say thank you enough for his

tremendous support and help. Besides, I would like to thank the authority of (360 GSP,

College) for providing me with a good environment and facilities to me to complete this

research. In addition, I wouldalso like to thank the Manager and employees of Tesco store

which provide me valuable information as the guidance of our project.

Finally, an honourable mention goes to my family and friends for their understandings and

supports on me in completing this research. Without helps of the particular that mentioned

above, I would face many difficulties while doing this research.


4/39

3

TABLE OF CONTENTS

1) Abstract....Page 5

2) Introduction..Page 6

3)

Need of measurement of customer satisfaction....Page 7

4) Company background.........Page 8

5) Statements of the problemPage 8

6)

Objectives of research..Page 9

7) Research questions.Page 9

8) Literature review........Page 10

9)

Methodology..Page 15

10)

Data analysis, Test, Discussion and Findings.Page 2011)

Conclusion..Page 27

12)Recommendations.Page 28

13)ReferencesPage 29

14)

AppendicesPage 35

Appendix1....Page 35

Appendix 2.Page 36


5/39

4

A CRITICAL ANALYSIS OF MEASUREMENT OF

CUSTOMER SATISFACTION LEVEL IN A TESCOSTORE-FELTHAM

A customer is the significant visitor on our premises. He is notdepending on us, we depend on him. He is not an interruption of our work

but the purpose of it. He is not an outsider but a part of it. We are not doing

him a favour by serving him. He is doing us a favour by giving us the

opportunity to do so (M K Gandhi 2014)


6/39

5

ABSTRACT:

Service eminence and buyer satisfaction are very significant brain wave that corporation must

value if they want to stay competitive and grow. Each business is all set to pay any way to

recognize and comprehend the clients and their requirements.Mainly, the retailers try to attain

competitive benefit by enchanting the responses of the clients ahead of the level of presently

satisfied to beyond their expectations. In present competitive atmosphere providing excellence

service is the means for a sustainable competitive benefit.

Organizations foundation and profitability depend upon the customer satisfaction that leads to

repeat acquisition, brand constancy, and affirmative word of mouth. From the view point of

measurement of customer satisfaction this research project is based on the aim that what is the

view of customers about services run by Tesco. Because Tesco is one of the enormous

companies in the retail trade with huge customer base therefore its tricky to measure client

satisfaction level. This research project involves measuring of client satisfaction level by

investigation and individual consultation of clients. Some literature was used to implement the

data to find out the result of this research project. The questionnaire method was used to check

the level of customer satisfaction and it was found that customers are satisfied in all areas of

research but in 3 areas they are not satisfied with the product prices. The company must cut price

of product and to offer more recurrent distinct offers and reduced price on product on diverse

occasions, like Christmas, New Year, Mothers Day etc.


7/39

6

INRODUCTION:

It is well recognized that pleased clients are key to long-standingcommerce victory (Kristensen

et al., 1992; Zeithaml et al.,1996; McColl-Kennedy and Schneider, 2000). Trades that have a

more contented client base also experiencehigher financial returns (Aaker and Jacobson, 1994;

Bolton,1998; Yeung et al., 2002). Elevated buyer satisfaction leads tobetter client faithfulness

(Yi, 1991; Anderson and Sullivan,1993; Boulding et al., 1993) which, in turn, leads to future

income (Fornell, 1992; Bolton, 1998). Trades giving better-quality of service have been

establishing to be market leaders in requisites of sales and long-standing client loyalty and

preservation(Anderson and Sullivan, 1993; Boulding et al., 1993; Eklo fand Westlund, 2002).

For that reason that, companies rival in comparable market niches are forced to measure the

service quality they offer in order to catch the fancy of and maintain their clients. Clientsprospect are derived from their ownbuild up connections with services offered to them in all

walks of life. From such connections clients accumulate awidespread service hope or standard

based on theireveryday account as clients. It is from the gatheringof these service experiences

that customers establish personal standards and use them to gauge service quality.

Spontaneously, they could generate distinctive values of service across companies in terms of

their needs from the substantialand insubstantial proportions of the services (Gronroos, 1984;

Nicholls et al., 1998).

Customer satisfaction is the result sensed by those that have gone through a companys recital

that have satisfied their hopes. Various researchers and academicians emphasize the significance

of customer satisfaction and observe that customer satisfaction has a positive impact on

profitability of organizations. Various evidences depicts that there is positive link between

customer satisfaction, faithfulness and maintenance. Today all corporations understand the

impact of providing and managing service quality that leads to customer satisfaction. Service

quality that is delivered can meet or exceed customers expectations are mainly influenced bycustomers prior expectations. Service eminence and buyer satisfaction are very significant brain

wave that corporation must value if they want to stay competitive and grow. In present

competitive atmosphere providing excellence service is the means for a sustainable competitive

benefit. Organizations foundation and profitability depend upon the customer satisfaction that

leads to repeat acquisition, brand constancy, and affirmative word of mouth (Zekiri J and

Angelova B. 2011).


8/39

7

According to Hansemark and Albinson (2004) satisfaction is an on the whole buyer approach to

a service giver, or an touching response to the difference between what clients expect and what

they get, concerning the execution of some requirements, goals or need . Client fidelity means

strong promise to re-buy a ideal product in the future in spite of situational affects and

advertising efforts having the prospective to cause switching deeds (Oliver, 1997).

Customer satisfaction leads to customer loyalty and customer loyalty is important because loyal

customers are not only more liable to try new produce from their favourite trader but also

recommend a businesss services. Moreover, it can be up to 20 times more costly to get new

clients than maintaining existing clients.

NEED OF MEASUREMENT OF CUSTOMER SATISFACTION:

1) Customer-focused businesses take customer satisfaction measurement not only as a part of a

cycle of constant expansion in service delivery but also as a part of the wider toolkit of customer

insight methods. Various trades supervise performance over time and calculate the impact of

service enhancement action.

2) Customer satisfaction measurement permits an administration to realize the issues, or key

drivers, that cause contentment or disappointment with a service experience. By knowing the

client satisfaction level, an organisation is able to focus its time and assets more efficiently.

3) Customer satisfaction measurement may also permit an administration to know the extent to

which contentment with a service is influenced by factors exterior of its manage like media and

to distinguish between what people say influences how pleased they are, and what is actually

motivating their fulfilment during a service experience.

4) Most significantly, buyer satisfaction measurement helps an administration not only to

understand what it can and cannot control but also to focus on its clients, and must stimulate

service owners, strategy, and senior management, customer-facing and research workers, with

the goal of recuperating the client experience.


9/39

8

COMPANY BACKGROUND:

Tesco came in the markets of Londons East End, where in 1914, war veteran Jack Cohen began

to sell groceries. The brand name of Tesco first appeared on packets of tea in the 1920s.

Following the success of self service stores in the US, Mr. Cohen opened the first Tesco self-

service store in St. Albans in 1948. Gradually the business expanded from stores to

supermarkets, and by the early 1960s, Tesco had become a familiar household name, selling

household goods and clothing. In 1974, the company set up petrol stations at its major sites,

selling fuel at competitive prices. In 1979, the companys annual turnover reached 1 billion for

the first time. Throughout the 1990s, Tesco expanded even further, and continued its

international expansion. In response to a growing Eastern European market, Tesco opened stores

in Poland, Hungary, Slovakia and the Czech Republic. Tesco also expanded into Taiwan,Thailand and South Korea. Tesco is one of the largest food retailers in the world, operating

around 2,318 stores and employing over 326,000 people.

As well as operating in the UK, it has stores in the rest of Europe and Asia. It also provides

online services through its subsidiary, Tesco.com. The UK is the companys largest market

operating under four banners: Extra, Superstore, Metro and Express. Tesco sells approximately

40,000 food products in its superstores, as well as clothing and other non -food lines. The

companys own-label products are at three levels, value, normal and finest. Own brand accounts

for approximately 50% of sales. As well as convenience produce, many stores have gas stations.

The company has become one of Britains largest petrol independent retailers. Other retailing

services offered in the UK include Tesco Personal Finance and Tesco.com. Tesco Personal

Finance is a joint venture with the Royal Bank of Scotland. It has over 3.4 million customers,

and provides various financial productsand services (Data monitor. 2004)

STATEMENTS OF THE PROBLEM:

According to Reuters (4/6/2014) -Britain's largest retailer Tesco (TESCO.PLC) recorded its

nastiest periodical UK sales plunge in 40 years, raising questions over boss Phil Clarke's

strategy to oppose the challenges of a rapidly-changing grocery business.

British customers are looking about to save money, trying to squander less through buying

little and frequently in confinedconvenience stores in its place of a immense periodical shop

at big out-of-town stores.
http://uk.reuters.com/business/quotes/overview?symbol=TSCO.Lhttp://uk.reuters.com/sectors/industries/overview?industryCode=124&lc=int_mb_1001http://uk.reuters.com/sectors/industries/overview?industryCode=124&lc=int_mb_1001http://uk.reuters.com/sectors/industries/overview?industryCode=124&lc=int_mb_1001http://uk.reuters.com/business/quotes/overview?symbol=TSCO.L


10/39

9

They are moving towards fast-growing discounters like Aldi [ALDIEI.UL] and Lidl

[LIDUK.UL] for essentials and Waitrose [JLP.UL] and Marks & Spencer (MKS.L) for top

end treats. Tesco is trapped in the centre and has posted two instantly years of income decline

with a third predict for 2014-15.

Consolidated statement of comprehensive income for the year ended 28February 2013 is

given in appendix 1.

To see why the sales of Tesco Plc are down researcher will conduct research and will find out

the possible reasons that whether the downfall is due to dissatisfied customers or due

competitive pressure.

OBJECTIVES OF RESEARCH:

1. To find out lively customers satisfaction level

2. To find out the cause of discontent of clients via response obtained

3. To find the hope of clients from a trader

4. To examine the services of Tesco to check if they meet the customer expectations

RESEARCH QUESTIONS:

1. What are the causes of customer satisfaction at Tesco Plc?

2. What are the overall customer expectations from a retail giant, such as Tesco?

3. Are the existing services offered by Tesco proficient to meet the customer needs?

4. What are the causes of customer dis-satisfaction at the retail store?

5. What new improvements and additions required in the services that brings satisfaction

higher?
http://uk.reuters.com/business/quotes/overview?symbol=MKS.Lhttp://uk.reuters.com/business/quotes/overview?symbol=MKS.L


11/39

10

LITERATURE REVIEW:

Customer satisfaction has turn out to be the key functioning targets for many businesses that

have spend greatly in recuperating presentation in areas that make a sturdy involvement to a

client satisfaction. Industries are spending in 'database marketing', buyer correlation

management', and purchaser scheduling in order to get closer to their clients and rewarding

them in order to ultimately attain" Customer Satisfaction". (Li. 2002). There are numerous

facets that must be taken into concern from the manufacturer point of view in order to apply

effectively the perception of customer satisfaction. Customer satisfaction is a chief belief of

quality beliefs and quality administration tools. (Wink A M. 2009)

The connection between client satisfaction and business accomplishment has traditionallybeen a issue of reliance, and many satisfaction studies have also supported the case.Client

satisfaction has forever been regarded a vital company goal asit was supposed that pleased

clients would purchase more. Client satisfaction isfrequently defined in the market literature

as a buyer does on the whole assessment of his or her procure and expenditure experience of

a product or service. Furthermore, apparentservice quality refers to clients verdict about the

recital of goods orservice. Buyer satisfaction is significantly essential as it depicts individual

client assessments of the quality performance linked with the expenditure experience.

(Namkung Y. 2008)

Customer satisfaction is one of the significant results of marketing action (Oliver 1980, Mick

& Fournier 1999). According to Zeithmal and Bitner (2003), satisfaction is the client

execution reaction. According to Kumar, Kee and Manshor (2009) better service quality can

lead to high client satisfaction and upsurges buyer faithfulness. Therefore buyer satisfaction

is the result of service quality (Parasuraman, Zeithaml & Berry 1988, Naeem & Saif 2009),

which can further arouse the turnover and progress of the companies through improved client

loyalty that is a straight outcome of purchaser satisfaction (Heskett, Sasser & Schle-singer

1997). Due to this, numerous companies are paying cumulative attention to enhanced service

quality (Gupta, McDaniel & Herath 2005). Service quality is counted asa more significant

order leader than product quality in fewmanufacturing industries (Ghobadian, Speller &

Jones 1994), as service-quality enhancements can lead to client satisfaction and cost

administration that result in enhanced incomes (Stevenson 2002). Therefore service quality is

broadly viewed as a teamster of business marketing and financial recital (Buttle 1996).


12/39

11

The significance of measurement of client service is well recognized in marketing and

management literature. However, there is no commonly known way or measurement scale

that occurs. Certainly, the measurement of client behaviour and satisfaction is more

investigative in its progress fairly than a detailed, exact knowledge. There are various

philosophies relating to the best way to measure client satisfaction. Between the more

leading, (but not comprehensive of all theories related with client satisfaction measurement)

comprise the expectancy-disconfirmation method, the performance-only method, the practical

and well-designed contradiction approaches, the service eminence against service satisfaction

approach, and the quality prominence approach (Gilbert et al., 2004). Still, there are

disparities in the approach that satisfaction is measured in terms of scales used, questions

layout and the data gathering techniques (Wilson, 2002). Overall, it is approved that client

satisfaction measurement is a post-consumption valuation by the worker about the product or

service gained (Churchill and Surprenant, 1982; Yu ksel and Rimmington, 1998). As stated

by Mittal et al. (1999), qualities that are practiced closer to the time of the clients final

assessment incline to power the clients total evaluations more than to those qualities that

were more reserved in time amongst the service meet and the clients rating.

Some investigators may use a single- item scale to measure to capture clients service

satisfaction (i.e. Yu ksel and Rimmington, 1998; Leisen and Vance, 2001). But, it is mainly

established that client satisfaction measurement is a multifarious paradigm, and the usage of

multi-item scales is chosen, as such offers better vision about buyer satisfaction from the

viewpoint of the purchaser. Multi- item measures can provide empirically based levels of

scale reliability that are not possible with a single item measure. Therefore, multi-item scale

measurements describing innumerable attributes from which customer satisfaction may be

imitative are selected in edict to eradicate the prototype of service satisfaction in a real

method (Nunnally, 1967).

Temporary valuations of few chief practices to assessing customer satisfaction are specified

underneath:

Confirmation-disconfirmation method:

This method is established on a contrast of the clients hopes against what the client really

underwent (Yu ksel and Rimmington, 1998). A device of specific annotation is the Customer

Satisfaction Index (CSI), most extensively used in the USA (ACSI) and Europe (ECSI). It has


13/39

12

been widely used (Fornell et al., 1996; Anderson and Fornell, 2000; Martensen et al., 2000;

Dermanov and Eklo f, 2001; Fornell, 2001; Eklo f and Westlund, 2002; Yeung et al., 2002).

The CSI scores relating to client satisfaction function as imperceptible monetary markers, and

are operated to monitor the financial sustainability of businesses, trades and worldwide

business unifications (Anderson and Fornell, 2000; Fornell, 2001). The CSI technique is

based on analytical prototypes that involve preceding client prospects, apparent quality based

on the clients post service valuations, and the clients apparent value (product versus price)

which lead to the formation of a client satisfaction index (CSI) score stretching from 0-100.

The post service valuations are accomplished by phones and are encompassed of the clients

evaluations on three principles: total quality, consistency, and meeting the clients

requirements. The national CSIs measure the quality of products and services as faced by

those who utilize them. A distinct companys CSI signifies its assisted arcades (i.e.

customers) complete assessment of the entire buying and feasting experience, mutually real

and predicted (Anderson and Fornell, 2000).

Performance-only approach

This technique evaluates service features connected to intermediate definite service

satisfaction (together practical and well-designed). One such performance-only approach is

testified in the literature is the Client Satisfaction Survey (Gilbert et al., 1997; Nicholls et al.,

1998). The tool evaluates clients satisfaction directly succeeding a service event. It comprises

practical and efficient transition definite features along with service quality and service

satisfaction measures. It involves two methods that were empirically derived through factor

investigation applications: personal service satisfaction (SatPers) and service setting

satisfaction (SatSett). Principally, these two methods were targeted on the clients individual

response to the service distribution and to the atmosphere in which it is transported. The

methods are based on the apparent service quality and product features practiced in the

service meet considerably like the SERVPERF model (Cronin and Taylor, 1992).

Overall satisfaction

Jones and Suh (2000) propose that two different categories of customer satisfaction occur

the transaction exact and complete satisfaction. Transaction exact satisfaction is linked to a

specific meet with the business, while complete satisfaction is a collective concept summing

satisfaction with definite products/services of the business with numerous other aspects of the

business (Garbarino and Johnson, 1999). The complete rating look like a more universal


14/39

13

approach the client has toward the definite products or services delivered by the business.

Such a complete satisfaction is comparatively steady for some time and fewer subtle to query

order effects or additional transition precise responses on the part of the client (Auh et al.,

2003).

Cross-industry satisfaction measurement: the pros and cons

Experts and philosophers similarly have conveyed awareness in cross business presentations

of client service measurement (Naylor and Bardi-Kleiser, 2002; Yu ksel and Yu ksel, 2002),

whereas others have aimed on purchaser satisfaction measurement through nationwide

margins (Frazer-Winsted, 1999; Crotts and Erdmann, 2000; Spreng and Chiou, 2000; Chen-

Yu et al., 2001). Certain contend that it is very problematic to develop a trustworthy and

effective measure to seizure satisfaction in all businesses (Wilson, 2002). However, others

struggle that there is an excessive necessity for such a measure for reasons of constant

benchmarking and enhancement. Certainly, experts require to have generally agreed scales to

measure customer satisfaction across businesses, for such consistent measures will allow them

to device the comparative efficiency of their own business when linked with the recital of

their opponents. Such benchmarking is a unceasing procedure of measuring the performs of

experts own officialdoms beside those of their strongest opponents, as well as with those

renowned as influential of other businesses (Black and Gregersen, 1999). The ACSI and the

ECSI have been established to help experts in their necessity for facts they can apply to

measure the act of their administrations inside and amongst definite businesses.

The CSI demeanours yearly evaluate client service quality in at least 35 distinct businesses. In

their studies through numerous businesses, the investigators frequently debate that their

model, scales, and measurement appear to be adequately malleable for presentation in diverse

trades (Grnholdt et al., 2000), and that client prospects have insignificant influence on the

development of satisfaction (Martensen et al., 2000). There are supplementary cases spending

fewer intricate measures than that of the CSI, in which it is conceivable for experts to put on

extra genuine times, cross business client satisfaction displays.

Certain studies described in the literature discovered that the similar measures could be

applied to capture satisfaction for areas with certain resemblances. Nicholls et al. (1998) were

able to associate hospitality-oriented and sports-oriented trades using the same client

satisfaction measures. Moreover, in their investigative study, Nicholls et al. (1998) inspected

methods that might be used to measure client satisfaction in five community and five secluded


15/39

14

segments, and their discoveries exposed auspicious cross business uses. Also, McDougall and

Levesque (2000) examined the role of the service quality promise, the alleged value, and

the interpersonal service quality (the delivery) in the identification of client satisfaction in

four provision areas. Their study exposed that all of these factors were found to have

statistically substantial effects on complete service satisfaction.

On the other hand, the verdicts of some investigators are less reassuring of the effectiveness

of cross business client satisfaction contrasts (Winsted, 1999; de Ruyter and Wetzels, 2000;

Bebko, 2000; Dermanov and Eklo f, 2001). Their results propose that customers calculations

of service quality can be characteristic to definite service businesses. Later, it could be

recommended that using same scale to measure satisfaction level with numerous service

assistances is not advisable, as the measurements that are assessed by the customers throughsuch an investigation of service aids can vary between the services, themselves. His universal

drift to service quality was began in the 1880s, when trades understood that keeping

competitive benefit is not definite by a product excellence, standing alone (van der Wal,

Pampallis & Bond 2002). Eminence of services can be the variance among victory and failure

in both service and businesses (Gupta, McDaniel & Herath 2005). Service quality, client

satisfaction and client value have developed as chief alarms in both industrial and service

administrations (Wang, Lo & Yang 2004).


16/39

15

METHODOLOGY:

The plan of this research was to collect the view of TESCO clients on the buyer service,

products, prices etc. The purchaser satisfaction research was conducted by using quantitative

research. The questionnaires were given to the clients in the stores. The questionnaire integrated

a blend of planned and open questions. This allow the client to engrave their open views about

company

The survey meant to discover customers common outlook about the company

Research Hypotheses:

Based on the diverse vision uttered by researchers in the earlier period, this research aims to test

two pertinent research hypotheses:

H0: There is not high level of satisfaction by customers in company and its services

H1: There is high level of satisfaction by customers in company and its services

Material and Methods:

This segment of research will cover subject matter like research method, how to conduct survey,

questionnaire designing, survey sampling, research hypothesis, and other strictures. Some sub

segments of this research helps to get the aim of this study and specifically research process, data

collection and methods and the other sub segments assists to other statistical implements, and

helps to analyse the data for easy understanding.

Research Approach

As this work is a business and management research, it has a feature of positivist and

interpretive. The knowledge claims that in research approach, strategies and methods play

important role that tends to be more quantitative, qualitative or mixed (Creswell. 2003)

Quantitative approach:

In this approach the researcher utilizes post positivist claims to expand acquaintance like

cause and effect viewpoint, reduction to specific variables and hypothesis and questions, use

of tools and examination and the test of hypothesis. Researcher utilizes strategy for inquiries

like experiments and surveys and collect data on predetermined instruments that yield statical

data (Creswell. 2003 cited in Rana M. 2006).


17/39

16

This approach is viewed as hypotheses- testing research. Typically, research starts with

theoretical report from which research hypothesis are derived. Then an investigational plan is

established in which erratic of questions are calculated while controlling for the effects of

certain sovereign variables. Topic incorporated in the study is randomly selected to reduce

error. The samples of area under discussion are drawn to imitate the inhabitants. (Newman

and Benz. 1998 cited in Rana M. 2006)

The nature of measures is deductive that contributes to methodical facts based by theory

testing and this is the nature of this approach. As accurate experimental plan necessitate firmly

controlled circumstances, the prosperity and profundity of measuring contributor may be

sacrificed. From validity point of view this is the drawback of this approach (Newman and

Benz. 1998 cited in Rana M. 2006).

Qualitative approach

This is multi approach that engages an interpretive and naturalistic approach to its subject

matter that means research must be completed in their usual settings, construe, fact in terms

of sense individuals convey to them (Newman and Benz. 1998 cited in Rana M. 2006).

In this approach the inquirer often create facts claims established on constructivists viewpoint

(means communally and traditionally carried out) or participatory viewpoint (opinionated ortransform oriented) or both. It also involves approach of inquiries like phenomenology and

case studies. The researcher gathers the open ended, promising data with the prime aim of

developing ideas from the data (Creswell. 2003 cited in Rana M. 2006).

Data collection

There are two chief methods to collect data. Sometimes data is previously there and one need

to extort it and every so often facts must be gathered. So depending on these methods data

gathering is characterised into:

1) Secondary data-

Data is gathered from secondary sources like internet, journals, books, news, newspapers,

personal records and govt., publications. (Ranjit Kumar. 1996 cited in Rana M. 2006).

2) Primary data:

Data is collected through questionnaires, interviews etc.(Hair et al. 2003 cited in Rana M.2006).


18/39

17

In this research Quantative approach is used. Since the aim of study is to measure the

customer satisfaction level at Tesco store in Feltham. A questionnaire is set to get the thought

what clients experience while shopping at Tesco. A survey procedure was used to gather the

primary data from the folks. Surveys used in the research include gathering information from

huge inhabitants (Samuel et al. 2003 cited in Rana M. 2006).

Instrumentation

For understanding the significance and satisfaction of each client thirteen blend of questions

were prepared. The study has an idea of questionnaire pre-testing in order to get best results

from the research.

Questions were first tested on friends to check if they are easy to understand and readable.

After refining questions a well improved questionnaire was produced.

The questionnaire was given to 90 customers in TESCO store located in Feltham.

Questionnaire was designed based on literatures and experts. The Customer Satisfaction

Survey uses

Sampling strategy

Researcher selects TESCO, a leading retail supermarket based in the city of West London in

area Feltham. In the case of client respondents, 90 clients of above 23 years of age are

considered as purposive and casual sample for study. The sample process paid more thought

on assortment of suitable samples, so that samples can cover diverse background of

individuals because London is mainly multicultural city in UK.

Data Sources and study design

The type of the study is qualitative and quantitative. The researcher sticks to the expressive

logical approach in performing the research. This research is considered in practical research

that depends chiefly on data gathering from primary sources during dispensing a

questionnaire that was made particularly for this research:

The data was gathered by circulating a questionnaire on the target people.

The researcher used secondary sources like Business journals and preceding research

papers and business letters, news that are associated to the research topic.


19/39

18

Study area

Researcher selected the Tesco store located in Feltham, West Middlesex London

Ethics

In the study the researcher will perform assessment of Feltham Tesco store; so it is very

significant to appreciative of the Tesco Store. Official appeal to gather data will be

completed and concerned business must be wholly informed of the research nature,

educational institute (360GSP College) and manager must be well informed too about the in

progress research. This is also compulsory on researcher to value the workers and their

business while structuring questionnaire. Research subject must be examined carefully.

Confidentiality of person and business must be considered and mutually person and business

have the right to take out from research if they sense inconvenience.

Validity and reliability

In order to plummeting the vision of getting the answer incorrect, thought have to be paid on

research plan: reliability and validity (Saunders et al. 2003 Rana M. 2006).

Validity means that client satisfaction research calculates only those factors that are

associated to the satisfaction, which is required to be evaluated with the research. Validity is

influenced mostly by structure of research questions, substitutes that are selected to the

questions (e.g. scales) and the question location in the survey (Rope &

Pllnen,Asiakastyytyvisyysjohtainen 1998).

Reliability means the constancy of the measure. (Ghauri & Gronhaug. 2002). This chiefly

means that, when the client satisfaction research is repetitive, the results are almost alike to

the formerly conducted research. If, variations have occurred in client satisfaction. The

factors that incapacitate the reliability are the amount of the unsystematic sample, a hugefigure of non-replies, uncertain structure of questions and incorrect timing of the execution

of the research. (Rope & Pllnen,Asiakastyytyvisyysjohtainen. 1998).

Validity

It involves, whether the results are actually about what they in fact emerge to be about

(Saunders et al. 2003 Rana M. 2006). It is defined as the extent to which data collection

methods precisely measure what they are planned to measure (Saunders et al. 2003 Rana M.

2006).


20/39

19

Since there were no option to reply the questionnaire incognito there may be validity

inconvenience with the results. Most of the replies were given by loyal clients and they may

have been replying individually. This is as if they might have desired to gratify the

employees.

Reliability

According to Saunders et al. (2003), extent to which data gathering methods will acquiesce

reliable findings, parallel explanations would be made or conclusions reached by other

persons.

This was the first customer satisfaction survey conducted in the Feltham TESCO store, so

there is no preceding case at how pleased clients have been before. This was an excellent

start and researcher discovers it very vital to carry on this measurement.

The research was conducted in June and the study was given out to clients for two week.

Researcher finds that the time-period was lengthy enough to gather trustworthy results. The

number of returned questionnaires was quite high.

Most of the answers belong to main client group (28-51-year old) and also most of them

were loyal customers. This fact elucidate that the replies are from the right client group and

can be judged as reliable.


21/39

20

DATA ANALYSIS, TEST, DISCUSSION AND FINDINGS:

After attaining the results, for getting the quantitative data analysis a statical tool of

Microsoft excel was used by the researcher. The statical results were obtainable in graphical

form with thorough description. Questionnaire is given in appendix 2.

How long been you are buying the products from TESCO store?

The reason for asking this question was to check customer loyalty. It was good to view that

most of responds came from customers who have been customers for more than 7 years

means very loyal.

Fig.1: Histogram showing the number of customers and their duration of time for shopping

at Tesco

How extensive been you are buying the products from Tesco store?

The reason for asking this question was to recognize how the store retaining their inventory

and their goods assortment. Are they talented to get new stuff or not.

It was good to see that 50 clients who shop at Tesco said that often they locate what they are

looking for.

Fig.2:Histogram depicting the number of clients extensively buying products at Tesco

0

10

20

30

40

less than 2

years

2-3 years 4-5 years 6-7 years more than

7 years

Number of customers

Number of customers


22/39

21

How knowledgeable do you find the sales staff about the goods they trade?

The major cause for enquiring this question was to discover how knowledgeable Tesco

employees are about the available products, so that they can assist the clients to locate the

products that they are looking for.

It was good to see that 40 customers at Tesco replied, the employees are very knowledgeable

and 36 customers said that the store workers are somewhat knowledgeable.

Fig.3: Histogram illustrating the number of customers views about the Tesco staff Knowledge

about goods

How comfortable are you shopping at this store?

Fig.4: Histogram depicting the number of customers about their confortability shopping at

Tesco

0

51015202530354045

Number of customers

Number of customers


23/39

22

The cause to enquire this question to the clients is to discover out how they experience about

the store. This takes in service, security and atmosphere within the store.

It was good to view that 42 clients say that they experience very comfortable shopping at the

store and only 6 clients utter that they don't feel comfortable shopping at the store.

Do you find the price competitive at this store?

The chief cause for enquiring this question is to uncover, are the clients satisfied with the

costs or not. As when it's come to satisfaction price plays significant role.

So, when the researcher asked this question to the clients of the Tesco, 45 customers said that

the prices are not very competitive, 10 customers said that the prices are not at all competitive

and 20 customers said that prices are competitive. The result shows that majority of

customers are not happy with the prices.

Fig.5:Histogram depicting the number of customers and their views about price of products

at Tesco store

Have you ever made any returns to this store?

This question is very significant from the point of view of customer satisfaction. If a client is

satisfied with the goods and rate that they paid, they will not need to return any goods.

It was strange to view that 60 customers said that they returned a product at Tesco.


24/39

23

Fig.6:Histogram depicting the number of customers and their views about product return atTesco

What was the main reason for your most recent return?

There are so various reasons for returns like quality not expected found same product for

lower price in other stores and item defective.

It was strange to see that 80 customers said they return the products to the Tesco store because

they getting the same product at cheap price in other stores.

.

Fig. 7:Histogram depicting the number of customers and their views regarding product return


25/39

24

How do you find the store hours fit to your schedule?

When the researcher asked this question to the individuals who shopped at Tesco 70

individuals said that they are very satisfied with store hours

Fig.8: Histogram depicting the number of customers and their views regarding Tesco store

hours

This store is clean and well organized.

The aim for asking this question is to see if the store is well cleaned or not as they trade food

products in the store. As soon as it comes to an efficient store, it does emanate to client's

safety. If store is well systematized it make it stress-free for clients to find the product they

are looking for.

It was good to view that 20 customers agree and 60 clients strongly agree who shopped at

Tesco

Fig.9: Histogram illustrating the number of customers and their views regarding cleanliness

of Tesco store


26/39

25

This store is well stocked.

When the researcher asked this question to the individuals who shopped at Tesco, 10

customers agree and 74 customers said that they strongly agree.

Fig. 10: Histogram showing the number of customers and their views regarding stock

management at Tesco

How is the availability of parking at this store?

When the researcher inquired this question to the clients of Tesco, 50 customers said that they

are very satisfied with the parking facilities. And only 21 customers said that they are

somewhat satisfied while 16 customers who shopped at Tesco said they are satisfied with the

accessibility of parking space at store.

Fig.11: Histogram illustrating the number of customers and their views regarding

availability of parking at Tesco


27/39

26

The sales staffs at this store are friendly and helpful.

When the researcher inquired this question to the customers who shopped at Tesco, 10

customers agree and 80 customers said that they strongly agree with the question.

Fig. 12: Histogram showing the number of customers and their views regarding the behaviour

of Tesco staff


28/39


29/39

28

RECCOMENDATIONS:

1) To win the hearts of the customers and to attract more customers the company must

follow thePricing below competition strategy, which simply means rating goods lesser

than the opponent's price. This strategy works well if the store sells the best prices,

decreases costs and improves a marketing strategy by putting emphasis on price

specials.

2)

In the period of competitive flea market every single client is very valuable for

businesses to preserve this client base businesses has to answer consistent to their

client and also has to handle responses from client side.

3)

Company have to change from being product and progression focused to flattering

client focused.4)

Corporation have to build client acquaintance skill during enhancement of the existing

procedure that embrace buyer data achievement and data analysis.

5) Company must perk up their worker assessment and information systems in order to

generate motivational performance obsessed environments that focus attempt toward

generating strong client association. This can be completed by instigating a definite

reward system based on behaviour, equivalent to income gratifying scheme in order to

perk up buyer focus act.

6) Sales representative should target on resolving any inconvenience straight with no

hold-up in order to evade any dissatisfaction.

7)

Sales representatives should target on attaining happiness relatively than just

delivering the necessary product, they must reinforce their talents with inventive ideas,

and intercession abilities in order to astonish their client and pamper them.

8)

The company must gather response and ideas from the clients as well as to emphasis

on client affiliation management, client response, and client grievance management

etc.

9)

The company must conduct marketing research on daily basis to recognize and

examine demands and prospects from the clients.


30/39

29

REFERENCES:

Aaker, D.A. and Jacobson, R. (1994), The financial information content of perceived quality,

Journal of Marketing Research, Vol. 31, May, pp. 191-201.

Anderson, E.W. and Fornell, C. (2000), Foundations of the American Customer Satisfaction

Index, Total Quality Management, Vol. 11 No. 7, pp. 869-83.

Anderson, E.W. and Sullivan, M. (1993), The antecedents and consequences of customer

satisfaction for firms,Marketing Science, Vol. 12 No. 2, pp. 125-43.

Black, J.S. and Gregersen, H.B. (1999), The right way to manage expats, Harvard Business

Review, March-April, pp. 52-61.

Bolton, R.N. (1998), A dynamic model of the duration of the customers relationship with a

continuous service provider: the role of customer satisfaction, Marketing Science, Vol. 17 No. 1,

pp. 45-65.

Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V. (1993), A dynamic process model of

service quality: from expectations to behavioural intentions, Journal of Marketing Research,

Vol. 30, February, pp. 7-27.

Bebko, C. (2000), Service intangibility and its impact on consumer expectations of servicequality,Journal of Services Marketing, Vol. 14 No. 1, pp. 9-26.

Buttle, F. (1996). SERVQUAL: Review, Critique, Research Agenda. European Journal of

Marketing, 30(1), 8-32.

Chen-Yu, J., Hong, K. and Lee, Y. (2001), A comparison of determinants of consumer

satisfaction/dissatisfaction with the performance of apparel products between South Korea and

the United States,International Journal of Consumer Studies, Vol. 25 No. 1, pp. 62-71.

Churchill, G.R. and Surprenant, C. (1982), An investigation into determinants of customer

satisfaction,Journal of Marketing Research, Vol. 19, November, pp. 491-504.

Cronin, J.J. and Taylor, S.A. (1992), Measuring service quality: a re -examination and

extension,Journal of Marketing, Vol. 56 No. 3, pp. 55-68.

Crotts, J. and Erdmann, R. (2000), Does national culture influence consumers evaluation of

travel services? A test of Hofstedes model of cross-cultural differences, Managing Service

Quality, Vol. 10 No. 6, pp. 410-9.


31/39

30

de Ruyter, K. and Wetzels, M. (2000), Customer equity considerations in service recovery: a

cross-industry perspective,International Journal of Service Industry Management, Vol. 11 No.

1, pp. 91-108.

Dermanov, V. and Eklo f, J. (2001), Using aggregate customer satisfaction index: challenges

and problems of comparisons with specific reference to Russia, Total Quality Management, Vol.

12 Nos 7/8, pp. 1054-63.

Eklo f, J. and Westlund, A. (2002), The pan-European customer satisfaction index programme-

current work and the way ahead, Total Quality Management, Vol. 11 No. 8, pp. 1099-106.

Frazer-Winsted, K. (1999), Evaluating service encounters: a cross-cultural and cross-industry

analysis,Journal of Marketing Theory and Practice, spring, pp. 106-23.

Fornell, C. (1992), A national customer satisfaction barometer: the Swedish experience,

Journal of Marketing, Vol. 56, January, pp. 6-21.

Fornell, C., Johnson, M., Anderson, E., Cha, J. and Bryant, B. (1996), The American customer

satisfaction index: nature, purpose and findings,Journal of Marketing, Vol. 60, October, pp. 7-

18.

Fornell, C. (2001), The score of satisfaction,Harvard Business Review, Vol. 79 No. 3, pp. 120-

1.

Ghauri, PervezGrnhaug, Kjell 2002. Research methods in business studies: a practical

guide.2nd ed. Harlow: Prentice Hall.

Ghobadian, A., Speller, S., & Jones, M. (1994). Service Quality: Concepts and Models.

International Journal of Quality & Reliability Management, 11(9), 43-66.

Gilbert, G.R., Veloutsou, C., Goode, M.M.H. and Mountinho, L. (2004), Measuring customer

satisfaction in the fast food industry: a cross national approach, Journal of Services Marketing,

Vol. 18 No. 5, pp. 371-83.

Garbarino, E. and Johnson, M. (1999), The different roles of satisfaction, trust and commitment

in customer relationships,Journal of Marketing, April, pp. 70-87.

Gilbert, G.R., Roslow, S. and Nicholls, J.A.F. (1997), Customer satisfaction with personal

service and the service setting,Developments in Marketing Science, Vol. 20.


32/39

31

Gilbert G. R and Veloutsou C. A cross-industry comparison of customer satisfaction.Journal of

Services Marketing20/5 (2006) 298308

Gronroos, C. (1984), A service quality model and its marketing implications, European

Journal of Marketing, Vol. 18 No. 4, pp. 36-44.

Grnholdt, L., Martensen, A. and Kristensen, K. (2000), The relationship between customer

satisfaction and loyalty: cross-industry differences, Total Quality Management, Vol. 11 Nos 4-6,

pp. S506-14.

Gupta, A., McDaniel, J.C., & Herath, S.K. (2005). Quality Management in Service Firms:

Sustaining Structures of Total Quality Service.Managing Service Quality, 15(4), 389-402.

Heskett, J.L., Sasser, W.E. Jr., & Schlesinger, L.A. (1997). The Service Profit Chain: How

Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. New York: The

Free Press.

Hansemark, O. C. & Albinson, M., (2004) Customer Satisfaction and Retention: The

Experiences of Individual with Employees,Managing Service Quality, Vol. 14 (1)

Jones, M. and Suh, J. (2000), Transaction specific satisfaction and overall satisfaction: an

empirical analysis,Journal of Services Marketing, Vol. 14 Nos 2/3, pp. 147-69.

Kristensen, K., Dahlgaard, J.J. and Kanji, G.K. (1992), On measurement of customer

satisfaction, Total Quality Management, Vol. 3 No. 2, pp. 123-8.

Kumar, M., Kee, F.T., & Manshor, A.T. (2009). Determining the Relative Importance of Critical

Factors in Delivering Service Quality of Banks: an Application of Dominance Analysis in

SERVQUAL Model.Managing Service Quality, 19(2), 211-228.

Leisen, B. and Vance, C. (2001), Cross-national assessment of service quality in the

telecommunication industry: evidence from the USA and Germany. Managing Service Quality,

Vol. 11 No. 5, pp. 307-17.

Li, Bingguang (2002) A study of critical factors of customer satisfaction in parcel delivery

service. Ph.D. dissertation, The University of Nebraska -Lincoln, United States --Nebraska.

Martensen, A., Grnholdt, L. and Kristensen, K. (2000), The drivers of customer satisfaction

and loyalty: cross industry finding from Denmark, Total Quality Management, Vol. 11 No's 4-6,

pp. S544-53.


33/39

32

McDougall, G. and Levesque, T. (2000), Customer satisfaction with services: putting perceived

value into the equation,Journal of Services Marketing, Vol. 14 Nos 4/5, pp. 392-410.

McColl-Kennedy, J. and Schneider, U. (2000), Measuring customer satisfaction: why, what, and

how, Total Quality Management, Vol. 11 No. 7, pp. 883-9.

Mittal, V., Kumar, P. and Tsiros, M. (1999), Attribute-level performance, satisfaction, and

behavioural intentions over time: a consumption-system approach, Journal of Marketing, Vol.

63 No. 2, pp. 88-96.

Mick, D., & Fournier, S. (1999). Rediscovering Satisfaction. Journal of Marketing, 63(4), 5.

Namkung Young, Jang Shawn (2008) Are highly satisfied restaurant customers really different

Journal of Contemporary Hospitality ManagementVol. 20 No. 2, 2008, pp. 142-155, Emerald

Group Publishing Limited 0959-6119

Naeem, H., & Saif, I. (2009). Service Quality and Its Impact on Customer Satisfaction:

Empirical Evidence from the Pakistani Banking Sector. The International Business and

Economics Research Journal, 8(12), 99.

Naylor, G. and Bardi-Kleiser, S. (2002), Exploring the differences in perceptions of satisfaction

across lifestyle segments,Journal of Vacation Marketing, Vol. 8 No. 4, pp. 343-51.

Nicholls, J.A.F., Gilbert, G.R. and Roslow, S. (1998), Parsimonious measurement of customer

satisfaction with personal service and the service setting, Journal of Consumer Marketing, Vol.

15 No. 3, pp. 239-53.

Nunnally, J.C. (1967), Psychometric Theory, McGraw-Hill, New York, NY.

Oliver, R. L., Satisfaction: A Behavioural Perspective on the Consumer, New York, McGraw

Hill, 1997.

Oliver, R. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction

decisions.Journal of Marketing Research, 17(4), 460.

Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A Multiple-Item Scale for

Measuring Consumer Perceptions of Service Quality.Journal of Retailing, 64, 1240.

Rana M. (2006). Customer satisfaction: Service quality in online purchasing in Iran. Master's

thesis. pp. 1-94.

Rope, Pllnen, Jouni and Timo 1998. Asiakastyytyvisyysjohtaminen.


34/39

33

Saunders Mark N K., Thornhill Adrion, 2003, Organisational justice trust and the management of

change.An exploration, Personnel Review. Vol. 32, No.3, pp. 360-375.

Spreng, R. and Chiou, J. (2000), A cross-cultural assessment of the satisfaction formation

process,European Journal of

Marketing, Vol. 36 Nos 7/8, pp. 829-39.

Stevenson, W. (2002). Production and Operations Manage-ment. 7th ed. New York: McGraw-

Hill.

Van der Wal, R.W.E., Pampallis, A., & Bond, C. (2002). Service Quality in a Cellular

Telecommunications Company: a South African Experience. Managing Service Quality, 12(5),

233-236.

Wang, Y., Lo, H., & Yang, Y. (2004). An Integrated Frame -work for Service Quality, Customer

Value and Satisfaction: Evidence from Chinas Telecommunication Industry. Information

Systems Frontiers, 6(4), 325-340.

Wink Angela M. & Roethlein Christopher J. (2009). A Satisfaction-Based Definition of Quality

Journal of Business & Economic Studies, Vol. 15, No. 1, Spring 2009

Winsted, K. (1999), Evaluating service encounters: a crosscultural and cross-industry

exploration,Journal of Marketing Theory and Practice, spring, pp. 106-23.

Wilson, A. (2002), Attitudes towards customer satisfaction measurement in the retail sector,

International Journal of

Market Research, Vol. 44 No. 2, pp. 213-22.

Yu ksel, A. and Rimmington, M. (1998), Customer satisfaction measurement, Cornell Hotel &

Restaurant Administration Quarterly, Vol. 39 No. 6, pp. 60-7.

Yu ksel, A. and Yu ksel, F. (2002), Measurement of tourist satisfaction with restaurant

services: a segment-based approach,Journal of Vacation Marketing, Vol. 9 No. 1, pp. 52-68.

Yi, Y. (1991) in Seithmal, V.A. (Ed.), Review of Marketing, American Marketing Association,

Chicago, IL.

Yeung, M., Chew-Ging, L. and Ennew, C. (2002), Customer satisfaction and profitability: a

reappraisal of the nature of the relationship, Journal of Targeting, Measurement and Analysis

for Marketing, Vol. 11 No. 1, pp. 24-33.

Zeithaml, V.A., & Bitner, M.J. (2003). Services Marketing: Integrating Customer Focus across

the Firm. New York: McGraw-Hill.


35/39

34

Zekiri J and Angelova B. Measuring Customer Satisfaction with Service Quality Using American

Customer Satisfaction Model (ACSI Model). International Journal of Academic Research in

Business and Social Sciences October 2011, Vol. 1, No. 3. Pp232-258

Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), The behavioural consequences of

service quality,Journal of Marketing, Vol. 60, April, pp. 31-46.

http://www.hrmars.com/admin/pics/381.pdfAssessed on (14/6/2014)

http://www.leanconsulting.com/white

papers/Best_practice_in_measuring_Customer_Satisfaction.pdf (Assessed on 4/6/2014)

http://www.ccas.min-financas.pt/documentacao/how-to-measure-customer-satisfaction (Assessed

on 29/6/2014)

file:///C:/Users/Amanpreet/Downloads/Customer_Satisfaction_and_Customer_Loyalty_A__Cas

e_Study_of_Retail_Super_Markets_in_United_Kingdom_(.pdf (Assessed on 25/6/2014)

Data monitor. 2004. Tesco Plc assessed on 24/6/2014 at

http://people.exeter.ac.uk/wl203/BEAM011/Materials/Lecture%204/TESCO%20Company%20P

http://uk.reuters.com/article/2014/06/04/uk-tesco-sales-idUKKBN0EF0DF20140604# (Assessed

on 15/6/2014)

Tesco personal finance plc. Directors report and Financial Statements for the year ended 28

February 2013. Company number SC 173199 assessed on 25/6/2014 at

file:///C:/Users/Amanpreet/Downloads/tesco%20finance.pdf

http://www.my3q.com/research/viewSummary.phtml?intStart=0&questid=328261(Assessed on

28/7/2014)

http://www.theseus.fi/bitstream/handle/10024/6350/Mattsson_Katriina.pdf (Assessed on

18/7/2014)

http://epubl.ltu.se/1653-0187/2006/58/LTU-PB-EX-0658-SE.pdf (Assessed on 3/7/2014)

http://www.ukessays.co.uk/essays/business/customer-satisfaction.php (Assessed on 5/7/2014)

http://library.iugaza.edu.ps/thesis/87084.pdf (Assessed on 1/7/2014)

http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-

customer-satisfaction-and-loyalty-tesco-uk/ (Assessed on 12/7/2014)
http://www.hrmars.com/admin/pics/381.pdfhttp://www.ccas.min-financas.pt/documentacao/how-to-measure-customer-satisfactionhttp://www.ccas.min-financas.pt/documentacao/how-to-measure-customer-satisfactionhttp://www.ccas.min-financas.pt/documentacao/how-to-measure-customer-satisfactionhttp://www.ccas.min-financas.pt/documentacao/how-to-measure-customer-satisfactionhttp://www.ccas.min-financas.pt/documentacao/how-to-measure-customer-satisfactionhttp://www.ccas.min-financas.pt/documentacao/how-to-measure-customer-satisfactionhttp://www.ccas.min-financas.pt/documentacao/how-to-measure-customer-satisfactionhttp://www.ccas.min-financas.pt/documentacao/how-to-measure-customer-satisfactionhttp://www.ccas.min-financas.pt/documentacao/how-to-measure-customer-satisfactionhttp://www.ccas.min-financas.pt/documentacao/how-to-measure-customer-satisfactionhttp://www.ccas.min-financas.pt/documentacao/how-to-measure-customer-satisfactionhttp://c/Users/Amanpreet/Downloads/Customer_Satisfaction_and_Customer_Loyalty_A__Case_Study_of_Retail_Super_Markets_in_United_Kingdom_(.pdfhttp://c/Users/Amanpreet/Downloads/Customer_Satisfaction_and_Customer_Loyalty_A__Case_Study_of_Retail_Super_Markets_in_United_Kingdom_(.pdfhttp://uk.reuters.com/article/2014/06/04/uk-tesco-sales-idUKKBN0EF0DF20140604http://uk.reuters.com/article/2014/06/04/uk-tesco-sales-idUKKBN0EF0DF20140604http://uk.reuters.com/article/2014/06/04/uk-tesco-sales-idUKKBN0EF0DF20140604http://uk.reuters.com/article/2014/06/04/uk-tesco-sales-idUKKBN0EF0DF20140604http://uk.reuters.com/article/2014/06/04/uk-tesco-sales-idUKKBN0EF0DF20140604http://uk.reuters.com/article/2014/06/04/uk-tesco-sales-idUKKBN0EF0DF20140604http://uk.reuters.com/article/2014/06/04/uk-tesco-sales-idUKKBN0EF0DF20140604http://www.my3q.com/research/viewSummary.phtml?intStart=0&questid=328261http://www.theseus.fi/bitstream/handle/10024/6350/Mattsson_Katriina.pdfhttp://epubl.ltu.se/1653-0187/2006/58/LTU-PB-EX-0658-SE.pdfhttp://epubl.ltu.se/1653-0187/2006/58/LTU-PB-EX-0658-SE.pdfhttp://epubl.ltu.se/1653-0187/2006/58/LTU-PB-EX-0658-SE.pdfhttp://epubl.ltu.se/1653-0187/2006/58/LTU-PB-EX-0658-SE.pdfhttp://epubl.ltu.se/1653-0187/2006/58/LTU-PB-EX-0658-SE.pdfhttp://epubl.ltu.se/1653-0187/2006/58/LTU-PB-EX-0658-SE.pdfhttp://epubl.ltu.se/1653-0187/2006/58/LTU-PB-EX-0658-SE.pdfhttp://epubl.ltu.se/1653-0187/2006/58/LTU-PB-EX-0658-SE.pdfhttp://epubl.ltu.se/1653-0187/2006/58/LTU-PB-EX-0658-SE.pdfhttp://epubl.ltu.se/1653-0187/2006/58/LTU-PB-EX-0658-SE.pdfhttp://epubl.ltu.se/1653-0187/2006/58/LTU-PB-EX-0658-SE.pdfhttp://www.ukessays.co.uk/essays/business/customer-satisfaction.phphttp://www.ukessays.co.uk/essays/business/customer-satisfaction.phphttp://www.ukessays.co.uk/essays/business/customer-satisfaction.phphttp://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://essayandreportwriting.com/academics/dissertation-writing-samples/critical-analysis-of-customer-satisfaction-and-loyalty-tesco-uk/http://www.ukessays.co.uk/essays/business/customer-satisfaction.phphttp://epubl.ltu.se/1653-0187/2006/58/LTU-PB-EX-0658-SE.pdfhttp://www.theseus.fi/bitstream/handle/10024/6350/Mattsson_Katriina.pdfhttp://www.my3q.com/research/viewSummary.phtml?intStart=0&questid=328261http://uk.reuters.com/article/2014/06/04/uk-tesco-sales-idUKKBN0EF0DF20140604http://c/Users/Amanpreet/Downloads/Customer_Satisfaction_and_Customer_Loyalty_A__Case_Study_of_Retail_Super_Markets_in_United_Kingdom_(.pdfhttp://c/Users/Amanpreet/Downloads/Customer_Satisfaction_and_Customer_Loyalty_A__Case_Study_of_Retail_Super_Markets_in_United_Kingdom_(.pdfhttp://www.ccas.min-financas.pt/documentacao/how-to-measure-customer-satisfactionhttp://www.hrmars.com/admin/pics/381.pdf


36/39

35

APPENDIX:

APPENDIX 1:

Consolidated statement of comprehensive income for the year ended 28 February 2013

2013 2012

Note 000 000

103,385 119,990

Profit for the year Net (losses) / gains on available for

sale investment securities

Unrealised net (losses) / gains during year, before tax 16 9,389 9,473

Cash flow hedges

Net (losses) / gains arising on hedges recognised in

other comprehensive income, before tax 16 28 276

Income tax relating to components of other

comprehensive income / (expense)

Share of other comprehensive (expense) / income of

associate

16

25

5,804

1,614

2,495

3,205

Total comprehensive income for the year attributable

to owners of the parent 98,158 130,449

Source: Tesco personal finance plc. (28 February 2013)


37/39

36

APPENDIX 2:

TESCO customer satisfaction survey:

1) How extensive been you are buying the products from TESCO store?

. Less than 2 years

. 2-3 years

. 4-5 years

. 6-7 years

. More than 7 years

2) How extensive been you are buying the products from TESCO store?

. Often

.Some times

. Never

. Don't know

3) How knowledgeable do you find the sales staff about the goods they trade?

.Very knowledgeable

. Somewhat knowledgeable

. Not at all knowledgeable

. Don't know

4) How comfortable are you shopping at this store?

. Very Comfortable

. Somewhat Comfortable

. Somewhat Uncomfortable

. Not At All Comfortable

. Don't Know


38/39

37

5) Do you find the price competitive at this store?

. Very Competitive

. Somewhat Competitive

. Not Very Competitive

. Not At All Competitive

. Don't Know

6) Have you ever made any returns to this store?

. Yes

. No

7) What was the main reason for your most recent return?

. Quality not as Expected

. Found Same Item for Lower Price

. Item Defective

8) How do you find the store hours fit to your schedule?

. Very Satisfied

. Somewhat Satisfied

. Satisfied

. Somewhat dissatisfied

. Very dissatisfied

9) This store is clean and well organized.

. Strongly Disagree

. Disagree

. Undecided

. Agree


39/39

38

. Strongly Agree

10) This store is well stocked.

. Strongly Disagree

. Disagree

. Undecided

. Agree

. Strongly Agree

11) How is the availability of parking at this store?

. Very Satisfied

. Somewhat Satisfied

. Satisfied

. Somewhat dissatisfied

. Very dissatisfied

12) The sales staff at this store is friendly and helpful.

. Strongly Disagree

. Disagree

. Undecided

. Agree

. Strongly Agree

tesco2 at college (2).docx

Documents