Investigating customer behaviour and satisfaction: A small business perspective on Mixmart
Ahmed, Nafiz (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202304094951
https://urn.fi/URN:NBN:fi:amk-202304094951
Tiivistelmä
The thesis explored consumer behaviour and satisfaction. Also, the reciprocity between consumer satisfaction and loyalty was discussed in the thesis. The research study was done relying on the perspectives of Mixmart which is a small grocery store. Different concepts were found in consumer behaviour and satisfaction.
The author focused on three theoretical aspects to get a better understanding of consumer behaviour. They consist of consumer behaviour and the facts influencing it, such as the correlation between consumer satisfaction and customer loyalty. To manage the gained consumer base, the author also got depth into customer relation management to endeavour the previous knowledge.
Also, different influences were discussed on different consumer satisfaction models, and mandatory consumer influences such as expectation, quality, loyalty, internal, and external consumer influencers. The procedure was then clarified. The five-stage consumer model has been used to expound on the full consumer purchasing process.
The commissioner of the thesis was Md. Riaz Hawladar, current C.E.O of Mixmart small business in Pietarsaari. He is also the founder of Ebazaar and Mixmart.
The thesis research part was completed using quantitative research methodology. Primary data was collected using a consumer satisfaction survey questionnaire set physically in Mixmart. Afterward, the data was used for analyzing and coming to a final outcome result and suggestion.
The author focused on three theoretical aspects to get a better understanding of consumer behaviour. They consist of consumer behaviour and the facts influencing it, such as the correlation between consumer satisfaction and customer loyalty. To manage the gained consumer base, the author also got depth into customer relation management to endeavour the previous knowledge.
Also, different influences were discussed on different consumer satisfaction models, and mandatory consumer influences such as expectation, quality, loyalty, internal, and external consumer influencers. The procedure was then clarified. The five-stage consumer model has been used to expound on the full consumer purchasing process.
The commissioner of the thesis was Md. Riaz Hawladar, current C.E.O of Mixmart small business in Pietarsaari. He is also the founder of Ebazaar and Mixmart.
The thesis research part was completed using quantitative research methodology. Primary data was collected using a consumer satisfaction survey questionnaire set physically in Mixmart. Afterward, the data was used for analyzing and coming to a final outcome result and suggestion.