Measuring level of satisfaction

Basnet, Santosh and Alexander, Peter (2018) Measuring level of satisfaction. Applied Management Conference, Hamilton, New Zealand, July, 2018.

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Abstract or Summary

Customers are the ones to judge their level of satisfaction. Now times have changed and organisations have realized the value of retaining customers. This project is about knowing the level of customer satisfaction in a dairy shop, Melville Price Cutter, situated at 17 Bader Street, Hamilton. The information was gained by doing a survey of 50 customers who came to the dairy. Results obtained from this survey showed that most of the customers visited the dairy twice a week. 35% of the surveyed people were visiting the shop twice a week. When asked why they visit the dairy for shopping, the majority answer was time and location. 40% of the customers thought going to the dairy was time saving or should be very quick. 30% used the dairy for shopping because of its location. Customers preferred the nearest location to shop at a dairy. The results showed that customers who came to the dairy were always in hurry. They did not have time to go to supermarkets, so they expected to get quick service from the dairy. Customer felt happy when they were served quickly and they did not have to be in a queue. They liked deals where they could take advantage of cheap prices.

Item Type:Paper presented at a conference, workshop or other event, and published in the proceedings
Keywords that describe the item:business, customer service, food industry
Subjects:H Social Sciences > HF Commerce
Divisions:Schools > Centre for Business, Information Technology and Enterprise > School of Business and Adminstration
ID Code:6233
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Deposited On:26 Nov 2018 02:24
Last Modified:18 Dec 2018 03:08

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