Analysing drivers of customer satisfaction

Chand, Mukesh and Okoro, Ogechi (2018) Analysing drivers of customer satisfaction. Applied Management Conference, Hamilton, New Zealand, 23-25 October, 2018.

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Abstract or Summary

This study focuses on the customer satisfaction drivers of a retail store. The study has analysed several factors regarding customer satisfaction that includes proper pricing strategy, setting of product displays, discount strategy and customer friendly behaviour. The existing strategies of the company have been evaluated to see whether these are adequate to make the company successful in providing customer satisfaction. The qualitative primary research method was applied to gather information and analysis carried out to derive the consistency of the company in terms of customer satisfaction and customer retention. Some recommendations have been prepared regarding promotion, pricing, increment in product range to make the company successful in the fiercely competitive market. This study will help the company management to identify weak areas where they need to make improvements by implementing alternative strategies.

Item Type:Paper presented at a conference, workshop or other event, and published in the proceedings
Keywords that describe the item:customer satisfaction, retail, business
Subjects:H Social Sciences > HF Commerce
Divisions:Schools > Centre for Business, Information Technology and Enterprise > School of Business and Adminstration
ID Code:6513
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Deposited On:13 Dec 2018 23:56
Last Modified:13 Dec 2018 23:56

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