4.

1 Quantitative analysis

1. What is your magnitude of agreement that price perception has a positive

impact on the customer loyalty?

Price perception
Response Total No of Responses
Options
s respondents (in %)
Strongly
Disagree 5 50 10%
Disagree 4 50 8%
Neutral 6 50 12%
Agree 18 50 36%
Strongly Agree 17 50 34%
Standard
Mean Median Mode
deviation

3.76 4 4 1.29

Finding and analysis

In the survey feedback, most of the respondents have agreed with the fact that the

effective management is one of the major components to reduce the workplace

conflicts. In the recent years, most of the organizations have been facing challenges
to reduce employee turnover due to workplace conflicts. The standard deviation

value is 1.41, which is greater than 1. Consequently, it indicates the high-risk factor.

The management of Tesco needs to uphold a healthy work environment in the

grocery store so that the conflicts can be reduced. Effective managerial approaches

like reward allocation, talent recognition, fair pay policy can improve the workplace

conflicts in an effectual manner.

2. How far do you agree that the perceived service quality can positively

influence the customer loyalty?

Perceived service quality

Response Total No of Responses
Options
s respondents (in %)
Strongly
Disagree 7 50 14%
Disagree 5 50 10%
Neutral 2 50 4%
Agree 11 50 22%
Strongly Agree 25 50 50%
Standard
Mean Median Mode
deviation

3.84 4.5 5 1.49

Finding and analysis:

By analyzing the above table, it can be assessed that most customers frequently visit

at the grocery store for shopping. The standard deviation value indicates the high

risk. The management needs to focus on their product segmentation for attracting a

huge number of customers in the UK. In recent years, most of the grocery stores

face challenges to engage customers due to increased online demand.

Consequently, the e-commerce companies have been experiencing the robust

growth. Hence, the management needs to revise their pricing policy to enhance their

customer’s base in an effectual manner. On the other hand, unique range of product

can attract the customers.

3. Do you believe that the customer experience helps in developing the

customer loyalty?

Customer experience
Response Total No of Responses
Options
s respondents (in %)
Strongly
Disagree 4 50 8%
Disagree 6 50 12%
Neutral 4 50 8%
Agree 14 50 28%
Strongly Agree 22 50 44%
Standard
Mean Median Mode
deviation

3.88 4 5 1.32
Findings and analysis:

It can be evaluated that the customers are satisfied with the behavior of the

employees at the grocery stores. By analyzing the mode value of the table, it can be

identified that the customers provide positive feedbacks about employee’s behavior.

However, the standard deviation value indicates the risk factor. The management

could follow the trait theory discussed in the literature review for motivating the

employees. On the other hand, the employees need to be provided effective

behavioral training so that they can attract the customers with their gentle behavior.

With the effective employee behavior, the management would be able to experience

the business expansion.

4. Do you think that online service reviews are important to be satisfied for

improving customer loyalty in Sainsbury PLC?

Online service reviews

Response Total No of Responses
Options
s respondents (in %)
Strongly
Disagree 4 50 8%
 Disagree 8 50 16%
Neutral 5 50 10%
Agree 15 50 30%
Strongly Agree 18 50 36%
Standard
Mean Median Mode
deviation

3.7 4 5 1.33

Findings and analysis:

The statistical value of the above table indicates that the employee motivation is

required for enhancing the productivity of the business in an effectual method. The

standard deviation value of the table is 1.24, which is greater than 1 and it indicates

the certain risk factor in the business. By analyzing the Herzberg two factors theory

discussed in the literature review, it can be identified that the motivation can improve

the employee’s performance in an effective way. Hence, the management needs to

focus on motivating employees in the grocery stores by providing several employee

benefits. These benefits can include the reward allocation, talent recognition, fair pay

policy, work-life balance, etc.

5. How far do you approve the fact that Sainsbury strives to offer its products

and services at reasonable price?

Reasonable price
Response Total No of Responses
Options
s respondents (in %)
Strongly
Disagree 7 50 14%
Disagree 8 50 16%
Neutral 2 50 4%

Agree 15 50 30%
Strongly Agree 18 50 36%
Standard
Mean Median Mode
deviation

3.58 3.58 5 1.47

Findings and analysis:

In the above survey question, most of the respondents have agreed with the fact that

the managerial skills influence the effective management. There are several

managerial skills including workforce management, inventory management, data

management and demand forecasting. Without having the effective managerial

skills, the management would not be able to execute the business process

management. For enhancing the leadership skill, the management needs to provide

the effective training session to their existing employees. On the other hand, they

could implement the participative leadership approach in the business for facilitating

the employees in sharing their individual ideas and suggestions. Consequently, it

would facilitate in enhancing the effectiveness of the management in the business.

6. Do you believe that Sainsbury works diligently to handle and solve its

customers’ complaints?

Customers’ complaints
Response Total No of Responses
Options
s respondents (in %)
Strongly
Disagree 5 50 10%
Disagree 5 50 10%
Neutral 3 50 6%
Agree 17 50 34%
Strongly Agree 20 50 40%
Standard
Mean Median Mode
deviation

3.84 4 5 1.33
Finding and analysis:

From the table 7, it can be assessed that the workforce management is one of the

major issues to the management of Tesco. The standard deviation value of the table

indicates the risk factor in the business. In the literature review, it has been analyzed

that the workforce management related issues have been increasing in the retail

industry. In the recent years, retail organization faces challenges to engage potential

employees for a long period. The Inventory management is another vital issue in the

retail organization. The management needs to maintain the data on their existing

product stock. Sometimes, the organization face challenges in forecasting the

demands. Hence, it can be assessed that the effective communication with the

employees could facilitate the management reducing most of the barriers in the

business. On the other hand, the management could implement a monitoring system

into the business for identifying the barriers in an effectual manner.

7. As compared to the other competitors, Sainsbury values its customers.

Do you agree with this fact?

Valuation of customers
Total No of
Responses
Options Responses respondent
(in %)
s
Strongly
Disagree 5 50 10%
Disagree 5 50 10%
Neutral 7 50 14%
Agree 12 50 24%
Strongly Agree 21 50 42%
Standard
Mean Median Mode
deviation
1.35962179
3.78 4 5 6
The mode value indicates that most of the respondents prefer participative

leadership style for enhancing the employee’s performance in the business. The SD

value of the table is greater than 1, and it indicates the risk factor in the! business.

The organization follows the autocratic leadership style. Consequently, the

employees are unable to deliver their feedbacks to the higher authority. On the

contrary, the participative leadership style facilitates the employees to share

individual suggestion to the management. Moreover, this particular leadership style

facilitates the employees to convey their message to the authority. Consequently, the

management can bring the changes in the system accordingly. It indeed stimulates

the performance of the employees in an effectual manner.

8. Do you believe that Sainsbury understands the needs of customers and

satisfy them diligently?

Customer needs
Total No of
Responses
Options Responses respondent
(in %)
s
Strongly
Disagree 6 50 12%
Disagree 8 50 16%
 Neutral 4 50 8%

Agree 10 50 20%
Strongly Agree 22 50 44%
Standard
Mean Median Mode
deviation

3.68 4 5 1.48

Findings and analysis:

In table 9, the mode value is 1. It indicates that the employee motivation is one of the

major solutions for reducing the management barriers in the business. Without

motivating employees, the management would not be able to stimulate employees

for providing enhanced performance in the workplace. The standard deviation value

indicates the risk factor in the business process management. On the other hand,

respondents have also highlighted the fact that the lack of leadership approach is

responsible for creating managerial barriers in the business. Hence, the

management needs to implement the proper leadership approach in the business for

decreasing the barriers to the effective management.

9. What is your magnitude of agreement regarding a fact that the services of

Sainsbury have a positive impact on your loyalty?

Services of Sainsbury

Total No of
Responses
Options Responses respondent
(in %)
s

Strongly
Disagree 11 50 22%

Disagree 2 50 4%
Neutral 2 50 4%
Agree 17 50 34%
Strongly Agree 18 50 36%
Standard
Mean Median Mode
deviation

3.58 4 5 1.55

10. Do you approve the fact that Sainsbury appreciate the reviews and try to

resolve any issue urgently?

Appreciation of reviews
 Total No of
Response
Options Responses respondent
s (in %)
s
Strongly 3 50 6%
Disagree
Disagree 8 50 16%
Neutral 7 50 14%
Agree 14 50 28%
Strongly Agree 18 50 36%
Standard
Mean Median Mode
deviation

3.72 4 5 1.28