In accordance with positivism, the researcher views the world in an objective manner. Customer satisfaction measurement has become one of the most widely used non-financial measures in business today Shaw and Reed, The aim was to compare and to make validity of the primary data that has been collected through semi-structured interviews and questionnaire surveys. The company has been serving millions of customers every week Tesco PLC, Advantages of used research methods, such as semi-structured interview, questionnaire survey and document review and analysis. CRM is one the most common approach to measure customer satisfaction within an organization. To investigate and critically analyse the relationship between customer satisfaction and customer loyalty at Tesco PLC in the UK.

Customer satisfaction of Tesco is influenced by service qualities, product qualities, pricing efficiency and store attributes. Numerous authors Babakus and Boller, ; Brady et al, ; and Carrillat et al. They also described that customer satisfaction is directly correlated to loyalty and profitability of an organization. The survey results in relation to level of satisfaction with shopping environment, store location and store environment at Tesco. SERVPERF assumes that respondents provide their ratings by automatically comparing performance perceptions with performance expectations and that measuring expectations directly is unnecessary. The researcher has ensured the validity of the research through pilot study and testing of the research questions with his peers.

It may produce large volume diwsertation data and can be difficult to find appropriate ones. Definition and explanation of customer loyalty at Tesco: The research report has been prepared in such a way that is applicable to the general aspect in relation to the critical analysis of the relationship between customer satisfaction and customer loyalty at Tesco, UK to the similar organization and in some cases to the different organization as well.

The researcher has to consider some of the common things within the data collection methods, including, access to the case studied organization, primary data collection methods, secondary data collection methods, access clubcarc the sample and sampling disserfation, data analysis tools and techniques, data presentation techniques, advantages and disadvantages of used research methods etc.


The key summary of findings from review of literature can be shown as follows. It may vary from person to person.

The researcher would like to mention following points as recommendations for the organization for the purpose of increasing customer satisfaction that will lead to customer loyalty. Hallowell, ; Fornell et al. Benady has concluded that clybcard of these issues are helping Tesco PLC, UK to improve quality of product and service to increase customer satisfaction and thus to create customer loyalty among the customers.

The interviews results showed that all of the interviewees i. All rights reserved with Essay and Report Writing a product of 2Write. So, it can clarify as that the creation of value for customer will increase customer satisfaction and the approach of earning lifetime loyalty will reflects the customer loyalty at the organization. The company is the second leading market before the Clubcard. For example, qualitative data has been collected from semi-structured interviews with the management personnel of the case studied organization.

Marketing Dissertations | Customer Loyalty | Satisfaction | Tesco | Clubcard

It builds the foundation and background of the research project. During the interview, Team Leader has mentioned almost same factors that affect customer tesoc and customer loyalty with an organization, like Tesco plc, UK. There may have some disadvantages of used research methods that can be shown as follow.

tesco clubcard dissertation

To collect reliable and detailed data from the relevant person of the case studied organization; andTo ensure more flexibility in collecting data. During the review of literature and collection of primary data, the researcher has identified some issues and concepts that can be use as future research ideas. 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.

From Tuesday to Friday the store is open for 24 hours, while there are some limited hours for store opening times on Saturday to Monday Tesco.

The researcher has used mainly following questions during the survey. In this chapter, there has discussed and explained some of the following main things associated with the critical review of literature- sources and strategy for critical review of literature; key themes explore from the critical review of literature; theoretical framework of references; limitations on critical review of literature; and conclusion.


Customer satisfaction of Tesco is influenced by service qualities, product qualities, pricing efficiency and store attributes.

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

The duration of each interview was minutes. Store operations, such as store ordering, product replenishment process, customer service, store refurbishment etc. So, the nature of customer satisfaction and customer loyalty at Tesco PLC is an important concern in that particular area. The third chapter has been designated to highlight research methodology, including research philosophy, research approach, data collection methods, data analysis tools and techniques, data presentation techniques, consideration of ethical issues, validity, reliability and generalisability etc.

Loyalty Cards Dissertation

Conclusions and Recommendations 7. Leave a Reply Cancel reply Connect with: Originally 10 dimensions of service quality were proposed reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding dlubcard consumer, and tangibles in SERVQUAL model and later these were reduced to five reliability, responsiveness, empathy, assurances and tangibles.

Analysis of research findings has vital influence on research project to prepare standard research report with valid conclusions and recommendations.

Research Findings and Analysis 6. Tesco has a good range of products, including own label products.

tesco clubcard dissertation

The semi-structured interviews were conducted with the management personnel of the case studied organization at Leytonstone branch in relation to collect real life information and existing practices within the organization to satisfy customers and the dissertxtion of customer loyalty.

SERVQUAL model is based on the perception gap between the received service quality and the expected service quality and has been widely adopted for explaining consumer perception of service quality and thus level of customer satisfaction.

tesco clubcard dissertation