Great service brings delighted customers and that, makes the business prosperous. Lack of customer satisfaction, may lead to no retentions which decreases the customer base. Happy and satisfied customers are more loyal and constantly use the same brand. Companies that maintain high levels of customer management, tend to do well financially than the average performing companies. The purpose of this study was to determine how the information collected will achieve the research objectives in relation to casuarina vs palmerston shopping mall in Australia with more emphasis on casuarina mall.
Overall ratings of the shopping options (92%) should be the best part of each mall.
A more detailed research was conducted to show the perception the shoppers has towards visiting casuarina square. This research was done by use of a questionnaire. The graph basically focusses in the six dimensions of the responses given by the participants (Eman Mohamed & Abd-El-Salam,2017 pg234). Form the data collected, this mall has been always the most preferable mall because it gives a clear shopping experience needed by the shoppers. This is in line with the main objectives of the shopping malls which is to give the bet to customers in terms of experience and options. Based on this fact, casuarina attained 92% of the rating and this an impression that it is the bet shopping mall compared to palmerston.
To have a successful customer satisfaction survey program, it is important to have objectives that, when followed, will lead to improved performance and information. Some of the main objectives that the information will achieve for casuarina shopping mall are as follows; profitability, productivity, customer service, marketing, competitive analysis, and growth. There are other specific research objectives that should be done, these are; understanding the expectations and requirements of your customers, establishing priorities and standards to help you understand how well the goals set are to be accomplished, examine trends over time in order to get feedback occasionally, determining how well the company is fulfilling the requirements, and develop services and products that meet the customers standards as of the case of casuarina.
To beginning the discussion, the information that is needed is to find who your target customers are, what they like most and what kind of service or product they want. This helps the casuarina shopping mall and Palmerston to set their standards in line with what the customer’s needs. Secondly, casuarina shoping will understand differing customer attitudes, by having a consistent customer feedback program. This will help retain customers and help acquire new ones. The information will help create a strong bond between the employees and the customers. The graph shows that Customers become loyal, when they feel a service or a certain product was well served to them. The other importance of this information is to offer excellent services. With the use of modern technology, casuarina shoping mall are able to market their products online as opposed to palmerston. The information is also used to analyse customer’s data, so that the casuarina shopping mall and palmerston can come up with better solutions to solve customer problems. This helps to know the purchasing habits, search queries, demography and other important information to help understand the customer better.
There are many things to consider achieving a successful customer satisfaction research program. Size of the target sample, is one of the key consideration the shopping malls should look at. They should check whether it is feasible or economical to study all the customers or is it beneficial to study only a subset. Some companies prefer to study their largest market while others only survey a random sampling of customers to get a broader view of their customer experience their company is providing. Another important consideration is the medium in which the company will conduct the survey. The different methods used give varying results. An example is online surveying will be less effective than a paper survey. To get the best results, casuarina shopping mall and palmerston should use quesnneir survey, online survey, and telephone interviewing to get the maximum response. This allows targeted respondents to participate in whatever way they feel comfortable. It is also important to consider whether the customer research survey will be done internally or externally. Internally based research can be effective but lack the specialized expertise to give the best results. Externally based researchers, bring both expertise and also serve as an independent body (Subhadip Roy, 2018 pg400). They also act as an intermediary between the company and the customers. Breath and scope is another factor companies consider while conducting the survey. This is how detailed the questions will be. Some ask very detailed questions on every aspect while others ask on specific product or service.
Research also shows that people are also interested in Casuarina square because it assures customer safety. This means that by visiting Casuarina, customers are able to do hassle free shopping without any worries of being attached by the external parties. Based on this information, it is important to note that each mall should pay attention to this fact without any compromise (Nadine & Schirmer et al., 2017 pg20). When the participants were feeling the questionnaire, many people gave their experience like discomfort and insecurity of the every aspect of happening. They gave Casuarina higher rating and gave low rating to other shopping malls.
. So they have given less rating (65%) on this part which is bit high (80%) in other mall as compare to Casuarina Square.
Conclusively To achieve the best from the information, it is necessary to have the correct and relevant information. From the study, it can be concluded that having a good relationship with your target marketing brings loyalty and they also give recommendation to other shopping malls to embrace customer service oriented approach. Customer satisfaction is the key to achieving a successful business.
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Kindly rate your shopping experience in terms f the following: |
Much above expectation |
Above expectation |
Mets expectation. |
Below expectation |
Much Below expectation |
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Accessibility of stores |
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security |
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Customer services. |
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Quality of goods and information. |
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Price. |
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Distinguished restaurants |
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Open space & undercover parking. |
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Handicap parking |
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Kids entertainment area |
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Transport availllable. |
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Accessibility. |
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Overall satisfaction with your visit |
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Name: Age: Gender: Profession: |
WEAK POINTS Comparable STRONG POINTS
(Improvement strategies?) (Maintain?) (Competitive advantage?)
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Highest priority Customer service |
Facilities & parking General experience |
Shopping options |
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Secondary Food court & confectionary Amusement area |
Secondary choice. |
SWOT analysis is considered as process that is used to identify the external and the internal factors that affects the company’s performance. The SWOT analysis of this work is actually obtained after performing an analysis of each dimensions and that is important to provide shoppers who visits the shopping mall with many shopping options.
The strong pints in this is basically found on the Casaurina square is on the shopping options and the weak points were found on the prioritization. Managers responsible for decision should take this fact into consideration and take advantage of maintaining the strongest points and at the same time upgrade the areas they are weak.
References
Eman Mohamed Abd-El-Salam. (2017) Relationship Marketing as a Mediating Role between
Brand Image and Customer Loyalty in B2B Markets. International Journal of Custome
Relationship Marketing and Management 8:2, 21-44.
Nadine Schirmer, Christian M. Ringle, Siegfried P. Gudergan and Matthias S. G. Feistel.
(2016) The link between customer satisfaction and loyalty: the moderating role of customer
characteristics. Journal of Strategic Marketing, 1-20.
Subhadip Roy. (2018) Effects of customer experience across service types, customer types
and time. Journal of Services Marketing32:4, 400-4
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