We will email your chosen dissertation in PDF format within 24 hours Please select: Measuring customer satisfaction and customer loyalty at Tesco within the UK market. Thus, based on the interviews results, researcher would like to opine that all of these factors can greatly affect the customer satisfaction and customer loyalty at Tesco plc, UK. The second chapter has been designated to present previous research works in the same research subject, sources and strategy of review of literature, theoretical framework of references, limitations on review of literature etc. In accordance with positivism, the researcher views the world in an objective manner.

Building customer loyalty is a cost-effective strategy to grow the business. The discussion and explanation of the secondary research findings can be represent as follows-. Does customer relationship management CRM plays significant role in relation to customer satisfaction and customer loyalty at Tesco plc, UK. Conclusions and Recommendations 7. The researcher has derived secondary findings from review of literatures, such as relevant books, articles, journals, scientific publications and documents of the case studied organization.

So, the ethical issues were one the major limitations to collect relevant data clubvard information on the relationships between customer satisfaction and customer loyalty at Tesco plc.

Some of the major roles of the identified issues and concerns to academic perspective can be represent as follows. The researcher has carried out a questionnaire idssertation among the customers at the selected store, Tesco Superstore Leytonstone, UK for the purpose of collecting primary data in relation to the relationship between customer satisfaction and customer loyalty at Tesco, UK.

Loyalty Cards Dissertation

Loyalty programmes and information sharing, such as Tesco loyalty card, use of shopper data, customer clubcrd sharing system etc. It may be difficult to analyse the open-ended questions of semi-structured interview. The research is a quantitative, deductive study where primary data have been collected from three stores of Tesco Plc.


tesco clubcard dissertation

They also mentioned that improving customer satisfaction index can be a core dissretation, alongside sales targets and profitability. The main purpose of this research dissertation is to evaluate the relationship between brand trust earned through loyalty cards used in many conventional retail stores.

Club card clubcadd about more than just earning money-off vouchers and that they can use points as currency in other areas of their lives. All relevant data may not be available in document of the case studied organization. It may vary from person to person. 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.

During the semi-structured interview, the researcher has used purposive sampling technique to ensure right interviewee to collect relevant data on customer satisfaction and customer loyalty at Tesco plc.

Loyalty Cards

Menu Toggle navigation Login Repository Statistics. Relevance of the research for the chosen 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.

In the same line, Reichheld and Schefter have mentioned that an increase in overall customer satisfaction should decrease the incidence of complaints and thus increase customer loyalty.

The key summary of findings from review of literature can be shown as follows. In recent globalized and competitive business environment, the issue and concern of customer satisfaction and customer loyalty is becoming important for the purpose of achieving organizational goals and objectives through providing quality products and services to the customers.

The Assistant Store Manager was female and aged of 30 who have been working for 5 years within Tesco plc.

Marketing Dissertations | Customer Loyalty | Satisfaction | Tesco | Clubcard

The second highest e. Satisfied customers become loyal to the business, while there is debate as well, all satisfied customers may not purchase regularly from the same business. The primary data has been collected by two methods, such as conducting semi-structured interviews and carrying out questionnaire survey. Thus, based on the primary findings, the researcher would like to opine that there is a close and positive relationship between customer satisfaction and customer loyalty at Tesco plc, UK.


In context to carry out the investigation, it has explained the facets of brand trust, customer satisfaction, perceived value and customer loyalty. The purpose of the research was investigating the relationship between customer loyalty and customer satisfaction in Tesco, UK. The frequency of shopping can be used as one of the effective tools that can be used to measure the behavioural loyalty of a customer.

Critical analysis of customer satisfaction and loyalty (Tesco, UK)

dissertatjon The researcher need to ensure that access to the sample is not only permitted but also, in fact, practicable. In spite of having a very good strategy of customer service there is a hard evidence of good customer service at Tesco. In this case, the researcher act as objective and analyst and work independently.

The recommendations and implications of this research project in terms of academic and organizational perspective can be represent as follows. The rest of the respondents Lack of availability of time: Bryman and Bell have mentioned that inductive and deductive research approaches are hesco used to explore and analyse close relations between two variables. However, there is some criticism on the positive relationship between customer satisfaction and customer loyalty.

tesco clubcard dissertation