Customer Satisfaction with Super Shops in Bangladesh

Abstract

Modern customers visit super-shops more frequently to purchase the required products, but there is inadequate research on their level of satisfaction. Therefore, this study endeavors to investigate customer satisfaction with Bangladeshi super shops. The study considers qualitative research strategy and a case study design in line with subjectivism and interpretivism research philosophies. Consequently, primary data was collected through interviews with the two managers via Microsoft Forms and Teams and analyzed thematically using Microsoft Office.

The research findings illustrate that customer satisfaction means happy customers who meet and exceed their consumption expectations of products and services. The factors related to satisfaction are good product quality, fair pricing, friendly staff, cleanliness, efficient service, and convenient shopping. The satisfaction assessment includes a feedback survey, online reviews, complaint resolution, loyalty, sales trends, customer visits, and interactions. The research finds that customer satisfaction in super shops aligns with the principles of expectation-disconfirmation theory.

The study suggests that super shops should focus on employee training, retail space, quick checkout, payment systems, technology integration, and various loyalty programs. The government should also develop consumer rights legislation, technological infrastructure, and digital payment systems.