Module: (FY028) Inquiry Based Learning Report: An investigation into the effect of Online shopping and customer service at Tesco. Student’s Name: ADRIAN ANTON Student ID: Lecturer’s Name: Mohammad Yousuf/Dr Boushra Ghanam Due Date: 27/05/2021 – BA (Hons) Business Management with Foundation Year Table of Contents Introduction. 4 Aim of research. 4 … Continue reading “(FY028) Inquiry Based Learning | My Assignment Tutor”
Module: (FY028) Inquiry Based Learning Report: An investigation into the effect of Online shopping and customer service at Tesco. Student’s Name: ADRIAN ANTON Student ID: Lecturer’s Name: Mohammad Yousuf/Dr Boushra Ghanam Due Date: 27/05/2021 – BA (Hons) Business Management with Foundation Year Table of Contents Introduction. 4 Aim of research. 4 Research questions. 4 Research objectives. 4 Literature review.. 4 Research methodology. 5 Reference list 6 Introduction Online shopping means the technique by which a consumer can select and buy several products, services or both directly from the seller through apps and the internet. Customer service is the process by which the staffs of a firm deliver services before, during and after purchasing goods and services. The study is to understand various aspects of online shopping and customer service at TESCO. TESCO, the successful retail firm is formed in the year 1919 by Jack Cohen at Welwyn Garden UK. It sells various types of food, home, electronics products to the customers at a better price. At present, it has 405, 506 staffs who serve customers in several parts of the world (tescoplc.com. 2021). Aim of research The research study aims to investigate the influence of online shopping and customer services practices at TESCO. Research questions Research objectives Literature review As explained by Duarte et al. (2018), online shopping is important as it not only saves time for the customers while selecting and purchasing goods, services or both but also helps to develop a good relationship with the seller and the retailer as well. Good customer services assist a firm like TESCO to maximise consumer support, loyalty and belief. It is also easier to increase awareness about as well. As stated by Wai et al. (2019), online shopping and good customer service are inter-related with each other. The reason is that better tactics and ideas inspire the staffs of TESCO to improve and perform better resulting in increasing better opportunities in the competitive business world. Research methodology Both the primary and secondary data techniques like questionnaire survey, face to face interview besides books, journals and so on will be used to conduct the study. The sample size will be 52. 50 staffs for the questionnaire survey and 2 managers for the face-to-face interview (Kumar, 2018). Reference list Duarte, P., e Silva, S.C. and Ferreira, M.B., 2018. How convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOM. Journal of Retailing and Consumer Services, 44, pp.161-169. Wai, K., Dastane, O., Johari, Z. and Ismail, N.B., 2019. Perceived risk factors affecting consumers’ online shopping behaviour. The Journal of Asian Finance, Economics and Business, 6(4), pp.246-260. Kumar, R., 2018. Research methodology: A step-by-step guide for beginners. Sage. tescoplc.com. 2021. [online] Available at: [Accessed 25 February 2021].
