Strategies for Possible Improvement in Customer Service in Full Service Retail Groceries

Abstract

This paper will present the data regarding the relationships between customer satisfaction and customer loyalty. By discussing how to achieve customer satisfaction through customer service, this paper also proves that customer satisfaction is one way of creating a solid market base. Presentation of interviews conducted and the analysis of the data gathered will also be included in order to illustrate how managers of different grocery stores view the importance of customer satisfaction in the success of their stores. The paper will be divided into three main sec-ions. First, the rationale behind the study will be presented. This section will include the introduction, statement of the problem, objectives of the study and hypotheses. The second part of the research includes a literature review, data from field research and data analysis. The third section presents different recommendations based on the results of the data analysis.