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An Analysis of Customer Relationship Management (CRM) and Internet Marketing on customer satisfaction: A Case Study of Asda Inc., UK

Harvard, 12000 Words

ABSTRACT

 

The purpose behind this examination is to learn the Customer Relationship Management in internet marketing of the UK driving retailers and ASDA has been picked as the sample study case. By locating out a showcasing arrangement, the organization can augment its benefit by mostly concentrating on online marketing of its item blend for its clients. The target of this exploration were to figure out the part that CRM play in upgrading the development of the firm‘s CRM and meanwhile how this can remunerate the organization by providing for it an rim on its rivals.

 

In this research quantitative research (by questionnaire) and qualitative research (by interview) are utilized with the sample of 160 customers and 20employees responses. From these interviews, it was discovered that the organization assigned the entire fundamental in order of spending plan to the advertising office which needs to place a powerful solid CRM as they are mindful of its internet marketing. In any case, there was still a need in the procedure place by ASDA as its clients are not mindful of several administration, advantage and item accessible in online because of a wasteful correspondence technique. By utilizing a regression analysis as well, the theory CRM in internet marketing of the organization has additionally been demonstrated right.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Table of Contents

ABSTRACT

Chapter 1: Introduction

Introduction

1.1 Background of the Study:

1.2 Rationale for the study

1.3 Aim and Objectives of the Study

1.4 Research Questions

Chapter 2: Literature Review

Literature Review

2.1 Customer Relationship Management (CRM)

2.2 Internet Marketing

2.3 Comparison of Internet marketing and Traditional marketing

2.4 Impact of Customer Relationship Management

2.6 Conceptual Framework of the Study

Chapter 3: Research Design and Methodology

Introduction

3.1        Research philosophy

3.1.1 Justification of research philosophy

3.2        Research approach

3.2.1 Qualitative approach

3.2.3        Justification of research approach

3.3        Research strategy

3.3.1 Justification of research strategy

3.4        Data collection method

3.4.1 Secondary data collection

3.4.1.1 Justification of secondary data collection

3.4.2 Primary data collection

3.4.2.1 Justification of primary data collection

3.5        Research Design

3.5.2         Justification of Research Design

3.6        Data analysis method

3.5 Population and Sampling

Chapter 4: Results, Analysis and Discussion

Data collection analysis

Analysis consistency

Consequences from survey

Interview findings

Chapter 5: Conclusions and Recommendation

Conclusions

Recommendations

Limitations and future research

References

APPENDIXES

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

List of Tables

 

Table-1 Age Allocation Statistics 27
Table-2 Ethnic Distribution

 

28
Table-3 Income Information

 

29
Table-4 Customers Fulfillment Stage

 

30
Table-5 ASDA’s CRM in Internet Marketing on Customers View

 

32
Table-6 Quality of CRM in Internet Marketing

 

33
Table-7 Items Type Purchased

 

35

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

List of Figures

 

Figure 1 Conceptual Framework of the Study 15
Figure 2 Age Allocation Statistics 27
Figure 3 Ethnic Distribution 28
Figure 4 Income Information 29
Figure 5 Customers Fulfillment Stage 31
Figure 6 ASDA’s CRM in Internet Marketing on Customers View 32
Figure 7 Quality of CRM in Internet Marketing 34
Figure 8 Items Type Purchased 35