Grand Final Agora BUS 302
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Transcript of Grand Final Agora BUS 302
BUS 302 (Business Research and Methods)
Business Research Project Report
Customer Satisfaction & Performance analysis of
Agora Chain Super Store
1
BUS 302 (Business Research and Methods)
Business Research Project Report
Customer Satisfaction & Performance analysis of
Agora Chain Super Store
Submitted to:
Dr. Syed Shahadat Hossain
Course Instructor
BUS 302
BRAC Business School
BRAC University
Submitted by:
Khondaker Mostakim Ahmed (06304022)
Md. Rafiqul Islam (04304001)
Khan Mohammad Rezanur (043040 )
Tasmiah
2
Abdullah Tahir Chowdhury (06304007)
BUS 302, Sec: 02, BRAC Business School.
Date of Submission:-- 28/12/2008
____________________________ Letter of
Transmittal
December 28, 2008
Dr. Syed Shahadat Hossain
Course Instructor
Business Research & Methods
BRAC Business School
BRAC University.
Sir,
It is a great pleasure for us to submit our final business research project report on
Customer Satisfaction & Performance analysis for Agora Chain Super
Store as a part of academic curriculum. Creation of the final report was very exciting
and practical organizational working experience for us. For preparing our final report
we tried our best to collect pertinent information from all available resources in a most
realistic and professional way.
In preparing the report we have discussed with the shop supervisor of Agora and
conducted a survey questionnaire filling on 25 students of BRAC University who are
also the customers of Agora.
3
We are very glad that you have given us the opportunity to prepare this report and hope
that this report will meet the standards of judgment. Any kind of suggestion and
clarification will be accepted cordially.
Sincerely yours,
Khondaker Mostakim Ahmed (06304022) ________________________
Md. Rafiqul Islam (04304001 )
______________________
BUS 302, Sec: 02, BBS.
________________________________ Table of Content
Serial no Topics of Discussion Page no.
1.0 Introduction 05-06
1.1 Background of Agora Chain Super Store 05
1.2 Objective of the study 06
1.3 Limitations 06
1.4 Scope 06
2.0 Methodology and sources 07-10
2.1 Sample Size 07
2.2 Data Sources 07
2.3 Questionnaire Design 08-09
2.4 Detailed Work Program 10
3.0 SPSS Results and Analysis 11-25
3.1 Frequency Analysis 11-17
4
3.2 Crosstabs and Chi-Square test 18-25
4.0 Findings 26-27
5.0 Recommendations 28
6.0 Conclusion 29
6.1 Appendix 30
6.2 References 31
1._________________________ Introducti on:
Superstores are being very popular day by day in Bangladesh. One of these, a
well-known and matured superstore, is Agora Shopping Mall. It has been several
years since Agora started its operation. However, no research has been
performed before on the extent to which customers are satisfied. Besides, the
quality and service may not satisfy some groups of customers. Just a few days
ago, some renowned superstores have been accused for storing expired products.
Sometimes, they also charge prices higher than the set MRP (Maximum Retail
Price). Moreover, the overall service does not meet the standard compare to
other countries’ superstores. These problems led us to conduct a research on
customer satisfaction and expectations at Agora Chain Super Store. We selected
Agora as it has a huge amount of customers who have both positive and negative
conceptions about its products and services. Our research will focus on
satisfaction and expectations of the customers at Agora. The research will
endeavor to identify the key problems and provide a logical solution that will
ultimately help the decision makers to take better decisions.
5
1.1 Background of Agora Chain Super Store:
Agora a chain super store of Bangladesh with 4 branches in Dhaka City. They
have quite a good range of products starting from foods, cosmetics, dresses,
decorations etc. It has been several years since Agora started its operation. By
this time it have attracted millions of customers and achieved their acceptances.
Since its establishment till now Agora is consistently maintaining the world class
quality and standard for its wide number of customers.
1.2 Field of Survey:
In this research project report our main filed of survey is the assessing of
customers satisfaction and performance level of Agora Chain Super Store.
1.3 Objectives:
Our research objective is to gather information about the current and potential
customer’s satisfaction and the performance levels of Agora Chain Mall with an
aim to help decision managers take better decisions.
1.4 Limitations:
i) The coherent Time constant
ii) Lack of experience on the pragmatic research exposure
iii) Unwillingness from Agora Authority
iv) Lack of data
1.5 Scopes:
6
i) Availability of data regarding chain shopping store
ii) Availability of research facilities
2.__________________ Methodology and sources
We have accumulated pertinent information’s by questionnaire survey
from those 25 students of BRAC University who are also the regular customers
of Agora. At the same time for the analysis part we have used SPSS, MS word
and statistical tools manually. The overall methodologies of this research include
sample size, design, sample selection, questionnaire design, data collection, and
data analysis. The details are as follows.
2.1 Sample Size:
The sample customers were selected from the students of BRAC
University cafeteria who visits Agora regularly. A segmentation of the
respondents was made based on their opinion. Our total Sample size was 25
Customers/Students.
2.2 Data Sources:
7
Data were collected from BRAC University students. And further
question were asked to the student of BRAC for the questioner. All the data form
primary sources of BRAC University.
1. Sources of Primary Data: Interviewing the customers and shop supervisor of Agora.
2. Sources of Secondary data: Website and magazines, journals regarding Agora.
2.3 Questionnaire design:
To conduct the research on Agora we have used 3 types of questions in the
questionnaire, where type one- is nominal question, type two- is dichotomous questions
and type three- is Likert 5 points scale. We asked 10 questions to the interviewer for
those 2 questions are dichotomous (Yes/No) and others are ordinal question. Likert 5
points scale questions are ranging from 5 (strongly disagree) to 1 (strongly agree). Our
questionnaire is mentioned below:
Questioner for Business Research on Agora:
1= Strongly Agree2= Agree3= Neutral 4= Disagree5= Strongly Disagree
1. Gender of the participants.
i ) Male ii) Female
8
2. How many times you go to Agora Shopping mall in a month?
i) Once ii) Twice iii) 4times.
3. What is your view about the quality of their products is up to the standard?
i)Yes ii) No
4. Do you think the shopping environment within the Agora shopping mall is appropriate?
i) 1 ii) 2 iii) 3 iv) 4 V) 5
5. What is perception about the price that they charge is reasonable?
i) 1 ii) 2 iii) 3 iv)4 V) 5
6. Do you think the shoppers of Agora are co-operative?
i) 1 ii) 2 iii) 3 iv)4 V) 5
7. What do you think the range of the products of Agora is diversified?
i) 1 ii) 2 iii) 3 iv) 4 V) 5
8. Do you think the locations of Agora are in convenient places?
i) 1 ii) 2 iii) 3 iv) 4 V) 5
9. Do you think the products have available information like- production date, expired date etc?
i) 1 ii) 2 iii) 3 iv) 4 V) 5
10. What do you think The fines that was charged to Agora in the anti-
adulteration campaign was adverse for their image? i) Yes ii) No
9
Using this Questionnaire we are trying to find out whether Agora Chain Super Store is
functioning effectively or not and also their performance from the customers point of
view.
We are using SPSS software to analyze our data. By using the SPSS we are going to
determine the following three attributes and we are also going to do analysis and
interpreting them.
1. Frequencies
2. Crosstabs
3. Chi-Square test
2.4 Detailed Work Program:
No of Days 1 2 3 4 5 6 7 8 9 10 11 12 13 14
Research
Preparation -
Questionnaire
Development
Data
Collection
Data
Analysis
Final Report
10
3._____________________ SPSS Result and
Analysis:
Taking the help of SPSS now we are going to analyze the SPSS output results
and their coherent interpretations of the mentioned questions:-
3.1 Frequency Analysis:
Question no 01: Gender of the respondent.
Frequencies
Statistics
Gender25
0
Valid
Missing
N
Gender
16 64.0 64.0 64.0
9 36.0 36.0 100.0
25 100.0 100.0
m
f
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Analysis:
11
From the above mentioned SPSS output we find that 64% (16)of
respondents are male and 36% (9) of respondents are female from BRAC
University students.
Question no: 02 Frequency of Times to visit Agora Shopping mall in a week
Frequencies
Analysis:
From SPSS output we find 68% of respondents have visited Agora once a week,
28% have gone twice and 4% have visited 4 times.
Question: 03 Whether the quality of their products is up to the standard.
Frequencies
Statistics
Frequency of visiting
25
0
Valid
Missing
N
Frequency of visiting
17 68.0 68.0 68.0
7 28.0 28.0 96.0
1 4.0 4.0 100.0
25 100.0 100.0
1
2
4
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Statistics
Quality of products
25
0
Valid
Missing
N
12
Analysis:
From SPSS output we find 64% of respondent’s (total 16) thinks that the
quality of their products is up to the standard.
Question 04: the shopping environment within the Agora shopping mall
Frequencies
Analysis:
From SPSS output we find below 60% of respondent’s thinks that the
shopping environment is better. Where 16% strongly agrees with that and 20%
strongly disagree.
Quality of products
16 64.0 64.0 64.0
9 36.0 36.0 100.0
25 100.0 100.0
yes
no
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Statistics
Shopping Environment
25
0
Valid
Missing
N
Shopping Environment
4 16.0 16.0 16.0
6 24.0 24.0 40.0
5 20.0 20.0 60.0
5 20.0 20.0 80.0
5 20.0 20.0 100.0
25 100.0 100.0
strongly agree
agree
neutral
disagree
strongly disagree
Total
ValidFrequency Percent Valid Percent
CumulativePercent
13
Question no 05: Price that they charge in Agora is reasonable?
Frequencies
Analysis:
From SPSS output we find below 72% of respondent’s thinks that the
price of the products is reasonable in Agora.
Question no: 06 Whether the shoppers are co-operative?
Frequencies
Statistics
Price
25
0
Valid
Missing
N
Price
4 16.0 16.0 16.0
8 32.0 32.0 48.0
6 24.0 24.0 72.0
2 8.0 8.0 80.0
5 20.0 20.0 100.0
25 100.0 100.0
strongly argee
agree
neutral
disagree
strongly disagree
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Statistics
Shoppers are Cooperative
25
0
Valid
Missing
N
Shoppers are Cooperative
8 32.0 32.0 32.0
8 32.0 32.0 64.0
5 20.0 20.0 84.0
3 12.0 12.0 96.0
1 4.0 4.0 100.0
25 100.0 100.0
strongly agree
agree
neutral
disargee
strongly disagree
Total
ValidFrequency Percent Valid Percent
CumulativePercent
14
Analysis:
From SPSS outputs we find below 84% of respondent’s thinks that the
shoppers of Agora are co-operative.
Question no 07: The range of the products of Agora is diversified?
Frequencies
Analysis:
From SPSS output we find below 68% of respondent’s thinks that the
range of the products of Agora is quite diversified.
Question no 08: locations of Agora are in convenient places
Frequencies
Statistics
Products range
25
0
Valid
Missing
N
Products range
3 12.0 12.0 12.0
8 32.0 32.0 44.0
6 24.0 24.0 68.0
4 16.0 16.0 84.0
4 16.0 16.0 100.0
25 100.0 100.0
strongly agree
agree
neutral
disagree
strongly disgree
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Statistics
Convenient Locations
25
0
Valid
Missing
N
15
Analysis:
From SPSS output we find below 68% of respondent’s thinks that the
locations of the agora are quite convenient for them.
Question no 09: In Agora the products has available information like-
production date, expired date etc.
Frequencies
Analysis:
Convenient Locations
4 16.0 16.0 16.0
7 28.0 28.0 44.0
6 24.0 24.0 68.0
2 8.0 8.0 76.0
6 24.0 24.0 100.0
25 100.0 100.0
strongly agree
agree
neutral
disagree
strongly disagree
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Statistics
Product information
25
0
Valid
Missing
N
3 12.0 12.0 12.0
7 28.0 28.0 40.0
8 32.0 32.0 72.0
3 12.0 12.0 84.0
4 16.0 16.0 100.0
25 100.0 100.0
strongly agree
agree
neutral
disagree
strongly disagree
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Product information
16
From SPSS output we find below 72% of respondent’s thinks that the
product information is available in Agora.
Question 10: Fines that was charged to Agora in the anti-adulteration campaign was adverse for their image.
Frequencies
Analysis:
From SPSS output we find 52% of respondents think that there is no
adverse effect for Agora in the fines of the campaign.
Statistics
Effect of Anti adulteration canpaign 25
0
Valid
Missing
N
Effect of Anti adulteration
12 48.0 48.0 48.0
13 52.0 52.0 100.0
25 100.0 100.0
yes
no
Total
ValidFrequency Percent Valid Percent
CumulativePercent
17
3.2 Crosstabs and Chi-square Analysis:
Crosstabs-- Shoppers co-operativeness * Gender
18
Chi-Square Tests
2.973a 4 .562
4.265 4 .371
25
Pearson Chi-Square
Likelihood Ratio
N of Valid Cases
Value dfAsymp. Sig.
(2-sided)
8 cells (80.0%) have expected count less than 5. Theminimum expected count is .36.
a.
Crosstab Analysis:
Shoppers are Cooperative * Gender Crosstabulation
5 3 8
62.5% 37.5% 100.0%
31.3% 33.3% 32.0%
20.0% 12.0% 32.0%
4 4 8
50.0% 50.0% 100.0%
25.0% 44.4% 32.0%
16.0% 16.0% 32.0%
3 2 5
60.0% 40.0% 100.0%
18.8% 22.2% 20.0%
12.0% 8.0% 20.0%
3 0 3
100.0% .0% 100.0%
18.8% .0% 12.0%
12.0% .0% 12.0%
1 0 1
100.0% .0% 100.0%
6.3% .0% 4.0%
4.0% .0% 4.0%
16 9 25
64.0% 36.0% 100.0%
100.0% 100.0% 100.0%
64.0% 36.0% 100.0%
Count
% within ShoppersCooperative
% within Gender
% of Total
Count
% within ShoppersCooperative
% within Gender
% of Total
Count
% within ShoppersCooperative
% within Gender
% of Total
Count
% within ShoppersCooperative
% within Gender
% of Total
Count
% within ShoppersCooperative
% within Gender
% of Total
Count
% within ShoppersCooperative
% within Gender
% of Total
strongly agree
agree
neutral
disagree
strongly disagree
Shoppers areCooperative
Total
m f
Gender
Total
19
In this SPSS output we can say 31.3% of total male respondent and 33.3% of
total female respondent strongly agree that the shoppers of Agora are cooperative. We
also find 6.3% of total male respondent strongly disagree that the shoppers are co-
operative.
Null Hypothesis: The cooperativeness of shoppers and gender is not associated.
Alternative Hypothesis: The cooperativeness of shoppers and gender is associated.
Analysis of Chi-square tests:
Here we find significance level, which is .562 and 56.2% chance of error, that
doesn’t provide enough evidence against null hypothesis. So, we can’t reject null
hypothesis. Therefore we can say- the cooperativeness of shoppers and gender is
not associated.
Crosstabs-- Price in Agora * Gender
Case Processing Summary
25 100.0% 0 .0% 25 100.0%Price * Gender
N Percent N Percent N Percent
Valid Missing Total
Cases
20
Crosstab Analysis:
From SPSS output we find 18.8% of total male respondent and 11.1%of
total female respondent strongly agreed that price of Agora products are
Price * Gender Crosstabulation
3 1 4
75.0% 25.0% 100.0%
18.8% 11.1% 16.0%
12.0% 4.0% 16.0%
5 3 8
62.5% 37.5% 100.0%
31.3% 33.3% 32.0%
20.0% 12.0% 32.0%
4 2 6
66.7% 33.3% 100.0%
25.0% 22.2% 24.0%
16.0% 8.0% 24.0%
2 0 2
100.0% .0% 100.0%
12.5% .0% 8.0%
8.0% .0% 8.0%
2 3 5
40.0% 60.0% 100.0%
12.5% 33.3% 20.0%
8.0% 12.0% 20.0%
16 9 25
64.0% 36.0% 100.0%
100.0% 100.0% 100.0%
64.0% 36.0% 100.0%
Count
% within Price
% within Gender
% of Total
Count
% within Price
% within Gender
% of Total
Count
% within Price
% within Gender
% of Total
Count
% within Price
% within Gender
% of Total
Count
% within Price
% within Gender
% of Total
Count
% within Price
% within Gender
% of Total
strongly agree
agree
neutral
disagree
strongly disagree
Price
Total
m f
Gender
Total
Chi-Square Tests
2.611a 4 .625
3.219 4 .522
25
Pearson Chi-Square
Likelihood Ratio
N of Valid Cases
Value dfAsymp. Sig.(2-sided)
9 cells (90.0%) have expected count less than 5. Theminimum expected count is .72.
a.
21
reasonable. We also find 12.5% of total male respondent and 33.3% of total
female respondent strongly disagreed that the price is reasonable.
Null Hypothesis: Price and gender is not associated.
Alternative Hypothesis: Price and gender course is associated.
Analysis of Chi-square tests :
From SPSS output we find the coherent significance level is .625 and it
has 62.5% chance of error, that doesn’t provide enough evidence against null
hypothesis. So, we can’t reject null hypothesis. Therefore we can say Price and
Gender is not associated.
Crosstabs -- quality of products and frequency of visiting.
Case Processing Summary
25 100.0% 0 .0% 25 100.0%Quality of products* Frequency of visiting
N Percent N Percent N Percent
Valid Missing Total
Cases
22
Crosstab Analysis:
From SPSS output we can find that 64% of total respondent are saying
that the quality of product is up to the standard. 36% of total respondent who
have visited once, 24% of total respondent who have visited twice and 4% of
total respondent who have visited for 4 times have said that the quality of Agora
products is up to the standard.
Quality of products * Frequency of visiting Crosstabulation
9 6 1 16
56.3% 37.5% 6.3% 100.0%
56.3% 75.0% 100.0% 64.0%
36.0% 24.0% 4.0% 64.0%
7 2 0 9
77.8% 22.2% .0% 100.0%
43.8% 25.0% .0% 36.0%
28.0% 8.0% .0% 36.0%
16 8 1 25
64.0% 32.0% 4.0% 100.0%
100.0% 100.0% 100.0% 100.0%
64.0% 32.0% 4.0% 100.0%
Count
% within Quality of products % within Frequency
Of visiting
% of Total
Count
% within Quality Of products
% within FrequencyOf visiting
% of Total
Count
% within Quality Of products
% within FrequencyOf visiting
% of Total
yes
no
Quality of products
Total
1 2 4
Frequency of visiting
Total
Chi-Square Tests
1.400a 2 .497
1.743 2 .418
1.316 1 .251
25
Pearson Chi-Square
Likelihood Ratio
Linear-by-LinearAssociation
N of Valid Cases
Value dfAsymp. Sig.(2-sided)
3 cells (50.0%) have expected count less than 5. Theminimum expected count is .36.
a.
23
We also find that 36% of total respondent are saying that the quality is not up to
the standard. 28% of total respondent who have visited once, 8% of total
respondent who have visited twice are saying that the quality is not up to the
standard.
Null Hypothesis: Quality of products and frequency of visiting is not
associated.
Alternative Hypothesis: Quality of products and frequency of visiting is
associated.
Analysis of Chi-square tests:
Here the significance level is .497 that doesn’t provide enough evidence
against null hypothesis. So, we can’t reject null hypothesis. Therefore-- Quality
of products and frequency of visiting is not associated.
Cross tabs—Products range and Gender
Case Processing Summary
25 100.0% 0 .0% 25 100.0%Products range* Gender
N Percent N Percent N Percent
Valid Missing Total
Cases
24
Products range * Gender Crosstabulation
1 2 3
33.3% 66.7% 100.0%
6.3% 22.2% 12.0%
4.0% 8.0% 12.0%
6 2 8
75.0% 25.0% 100.0%
37.5% 22.2% 32.0%
24.0% 8.0% 32.0%
3 3 6
50.0% 50.0% 100.0%
18.8% 33.3% 24.0%
12.0% 12.0% 24.0%
3 1 4
75.0% 25.0% 100.0%
18.8% 11.1% 16.0%
12.0% 4.0% 16.0%
3 1 4
75.0% 25.0% 100.0%
18.8% 11.1% 16.0%
12.0% 4.0% 16.0%
16 9 25
64.0% 36.0% 100.0%
100.0% 100.0% 100.0%
64.0% 36.0% 100.0%
Count
% within Productsrange
% within Gender
%of Total
Count
% within Productsrange
% within Gender
%of Total
Count
% within Productsrange
% within Gender
%of Total
Count
% within Productsrange
% within Gender
%of Total
Count
% within Productsrange
% within Gender
%of Total
Count
% within Productsrange
% within Gender
%of Total
strongly agree
agree
neutral
disagree
strongly disagree
Products range
Total
m f
Gender
Total
Chi-Square Tests
2.575a 4 .631
2.539 4 .638
25
Pearson Chi-Square
Likelihood Ratio
N of Valid Cases
Value dfAsymp. Sig.(2-sided)
9 cells (90.0%) have expected count less than 5. Theminimum expected count is 1.08.
a.
25
Crosstab Analysis:
Here from the above SPSS output we can see that 4% of total male and
8% of total female respondents are strongly agree that the product range of
Agora is quite diversified. Interestingly 12% of male and 12% of female
respondents are neutral about the range where 12% of male and 4% of female
respondents are strongly disagree about the diversification of Agora product
range.
Null Hypothesis: Products range and gender is not associated.
Alternative Hypothesis: Products range and gender is associated.
Analysis of Chi-square tests:
The coherent significance level is .631 with 63.1% chance of error. There
is not enough evidence against null hypothesis. So, we can’t reject null
hypothesis. Therefore we can say Products range and gender is not associated.
26
4._____________________________________ Findin gs:
Among the 25 respondents 68% of respondents have visited Agora once a
week, 28% have gone twice and 4% have visited 4 times.
Most of the customers almost 64% of respondent’s (total 16) think that
the quality of their products is up to the standard.
60% of respondent’s thinks that the shopping environment is better.
Where 16% strongly agrees with that and 20% strongly disagree.
31.3% of total male respondent and 33.3% of total female respondent
strongly agree that the shoppers of Agora are cooperative.
-The cooperativeness of shoppers and gender is not associated.
18.8% of total male respondent and 11.1%of total female respondent
strongly agreed that price of Agora products are reasonable.
- Price and Gender is not associated.
A good number of respondents 64% (16) are happy with the standard of
Agora and are saying that the quality of product is up to the standard.
4% of total male and 8% of total female respondents are strongly agree
that the product range of Agora is quite diversified.
- Products range and gender is not associated.
68% of respondent’s thinks that the locations of the agora are quite
convenient for them.
Finally, regarding the recent Anti-adulteration campaign 52% of
respondents think that there is no adverse effect for Agora in the fines of
the campaign.
27
Data Analysis:
For the effective preparation we have visited Agora to gather information about
customer’s outlook and liking levels and the super stores performance level.
Concerning Agora we identify that in most of the cases consumers of Agora are
65% - 75% satisfied. Where the consumers of Agora are mostly pleased (70%-
80%) with the competitive price, availability of product information on the
packs, co-operative manner of the shoppers all those equals with the excellence
of it.
Regarding convenient locations and products range they are also pleased with
Agora (60-70%) but still considerable dissatisfactions exist there. Although they
are providing wonderful service, still quite a handy number of their customers
are not satisfied fractions to 20% - 30% almost. Where one of the major reasons
behind this is sometimes ago; Agora was caught during anti-adulterated food
campaign.
28
5._____________________________ Recommendat ion:
More or less Agora superstore is doing quite well to serve its customer. To
ensure better satisfaction from customers Agora should consider following
things-
Agora should revise their current price level to make it more attractive.
Regarding the freshness of all foods and vegetables the assurance from
Agora authority will be very important to combat the image problem in
anti-adulteration campaign.
They should provide the crucial product information’s (manufacturing
date, expiry date etc) in each and every item.
They can give after sells service like if any customer find any defect of
any product they can change it.
The locations should be a bit more diversified with some of the densely
populated areas like- Malibag, Shahjahanpur, Jatrabari etc.
Product range should also be a bit more diversified by providing more
vegetable options, toys and other child options; here dress sections can
also be accentuated with new fashions and trends.
29
6.__________________________________ Conclusio n:
Agora is a popular and matured super chain store. We selected Agora as it has a
huge amount of customers who have both positive and negative conceptions
about it products and services. Our research has focus on satisfaction and
expectations of the customers at Agora. We hope this research will identify the
key issues regarding customer satisfactions and also will provide the deviations
regarding the performance. We have given some logical solutions that will help
decision makers to maintain their reputation in the market. Eventually it can be
easily articulated that most of the consumers of Agora Super Store are quite
loyal with visiting once in a week that is a very positive determinant of customer
loyalty and in most of the issues they are satisfied with the service of Agora.,
Where they should convert the portions of dissatisfaction immediately from
some of the issues like locations, food adulteration, products range etc.
immediately to ensue customer retention in the future days too.
30
6.1 Appendix:
31
Questioner for Business Research on Agora:
1= Strongly Agree2= Agree3= Neutral 4= Disagree5= Strongly Disagree
1. Gender of the participants.
i ) Male ii) Female
2. How many times you go to Agora Shopping mall in a month?
i) Once ii) Twice iii) 4times.
3. What is your view about the quality of their products is up to the standard?
i)Yes ii) No
4. Do you think the shopping environment within the Agora shopping mall is appropriate?
i) 1 ii) 2 iii) 3 iv) 4 V) 5
5. What is perception about the price that they charge is reasonable?
i) 1 ii) 2 iii) 3 iv)4 V) 5
6. Do you think the shoppers of Agora are co-operative?
i) 1 ii) 2 iii) 3 iv)4 V) 5
7. What do you think the range of the products of Agora is diversified?
i) 1 ii) 2 iii) 3 iv) 4 V) 5
8. Do you think the locations of Agora are in convenient places?
i) 1 ii) 2 iii) 3 iv) 4 V) 5
9. Do you think the products have available information like- production date, expired date etc?
i) 1 ii) 2 iii) 3 iv) 4 V) 5
10. What do you think The fines that was charged to Agora in the anti-
6.2 References:
1. The shop supervisor of Agora
2. Regular Customers of Agora from BRAC University Students.
3. Different Articles and journal about Agora.
4. Websites:
http://www.agorabd.com
http://www.rahimafrooz.com/best_superstore/agora.asp
5. SPSS Example and outputs.
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32