Improving Customer Satisfaction and Customer Service Levels : Case: Nakumatt Mega City Supermarket
Onyango, Shalotte Salmi (2011)
Laurea-ammattikorkeakoulu
2011
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201202152219
https://urn.fi/URN:NBN:fi:amk-201202152219
Tiivistelmä
The purpose of this thesis was to analyze the current customer satisfaction and service levels of the Nakumatt mega city Supermarket through an efficient customer satisfaction survey. It is important for a company to work towards satisfying customers’ needs and expectations in order to flourish.
The main objective of the study was to discover solutions to improve customer satisfaction and to increase the level of Nakumatt customer services in order to retain and attract new customers. Another purpose was to investigate whether Nakumatt has been successful in maintaining a good level of customer satisfaction level. The case study company is Nakumatt Mega City Supermarket, which is a leading retail company in Kenya and whose main business lines is selling consumer goods and services to their customers. Nakumatt operates in Kenya, Uganda and Rwanda.
In the theoretical section, the ways satisfaction can be achieved are analyzed and discussed using relevant literature on customer satisfaction and service principles to help provide solutions for Nakumatt to reduce the number of discontented customers. The empirical research material was collected through questionnaires, with a survey directed at the customers of Nakumatt Supermarket to get clear responses on the present customer satisfaction and services at the Supermarket. The research revealed that the customers were unhappy with the services they received and indicated that there are still demands that need to be fulfilled. In conclusion, valuing customers’ demands needs to be clearly understood by the management and with the support of good customer satisfaction principles the company will be able to flourish, increasing profitability and maintaining the present customer loyalty levels.
The main objective of the study was to discover solutions to improve customer satisfaction and to increase the level of Nakumatt customer services in order to retain and attract new customers. Another purpose was to investigate whether Nakumatt has been successful in maintaining a good level of customer satisfaction level. The case study company is Nakumatt Mega City Supermarket, which is a leading retail company in Kenya and whose main business lines is selling consumer goods and services to their customers. Nakumatt operates in Kenya, Uganda and Rwanda.
In the theoretical section, the ways satisfaction can be achieved are analyzed and discussed using relevant literature on customer satisfaction and service principles to help provide solutions for Nakumatt to reduce the number of discontented customers. The empirical research material was collected through questionnaires, with a survey directed at the customers of Nakumatt Supermarket to get clear responses on the present customer satisfaction and services at the Supermarket. The research revealed that the customers were unhappy with the services they received and indicated that there are still demands that need to be fulfilled. In conclusion, valuing customers’ demands needs to be clearly understood by the management and with the support of good customer satisfaction principles the company will be able to flourish, increasing profitability and maintaining the present customer loyalty levels.