Wilkinson Stores Customer Service Satisfaction

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DEDICATION

I dedicate my dissertation to my family and friends. Special appreciation to my loving mother Mani lad for the encouragement and support she has given me over the last three years. As well as support from my sister’s too and would like to thank my late father too. I would not be where I am without you all helping and supporting me.

I would also like to thank a very special friend for all her help and support Manisa Patel. She has been very supportive throughout my dissertation as well as knowing her within the three years. I am very grateful to know her thank you so much.

ACKNOWLEDGEMENT

The researcher would like to sincerely thank the efforts of her supervisor Carol Hughes for the help, support and guidance given throughout the duration of this study, in addition the help and her support of all family and friends.

Carol Hughes has helped and guided me with knowledge and experience. Helped me gain greater understanding into achieving different customer service strategies to achieve the best customer service satisfaction, this has helped me achieve my goals, aims and objectives regarding the research project.

I would like to give a big thank you to a very special friend Manisa Patel for all her help in helping me to get threw and achieving to finish my dissertation.

Finally, I would like to thank the staff, supervisors and Manager’s at Wilkinson’s in Walsall for their time, efforts and understanding in helping me with research for my dissertation.

TABLE OF CONTENTS

Dedication………………………………………………………………….

Acknowledgements……………………………………………………….

List of Figures……………………………………………………………...

List of Graphs……………………………………………………………..

List of Tables………………………………………………………………

Abstracts……………………………………………………………………

Chapter One – Introduction……………………………………………

1. Aim………………………………………………………………..

2. Objectives…………………………………………………………..

3. Introduction……………………………………………………….

Chapter Two – Literature Review…………………………………….

2.1

Chapter Three – Methodology…………………………………………

3.1 Aim………………………………………………………………..

3.2 Objectives………………………………………………………..

3.3 Methodology……………………………………………………..

3.4 Research Design and Data Collection………………………………

3.5 Data Representation…………………………………………………..

3.6 Data Analysis…………………………………………………………

3.7 Resources…………………………………………………………….

3.8 Ethics of Research……………………………………………………

Chapter Four – Analysis and Discussion………………………………..

4.1

Chapter Five – Manager Interview Analysis……………………………..

5.1

5.1.1 Content Analysis for Question one…………………………………

Chapter Six – Comparing Questionnaires and Interviews……………

Chapter Seven – Conclusion………………………………………………

Chapter Eight – Recommendations………………………………………

Bibliography…………………………………………………………………

Appendix 1 – Basic Background Research on Wilkinson…………….

Background Knowledge from Wilkinson………………………………..

Appendix 2 – Managers Questionnaires

Appendix 3 – Managers Questionnaire In Spread – sheet form

Appendix 4 -

LIST OF FIGURES

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LIST OF GRAPHS

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LIST OF TABLES

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ABSTRACT

‘’To investigate customer service satisfaction within Wilkinson Hardware Store’’

This dissertation investigates how Wilkinson’s keep their customer’s happy and what strategies are used to keep them coming back. This research study is specifically related to Wilkinson Hardware store.

This study will look at the different strategy and motivation techniques used within Wilkinson’s used in order to identify and enhance staff satisfaction. Strategy theories and motivation theories will be looked at to see which strategy theories and motivation...
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