Tesco Service Marketing

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Service Marketing Report 1 of 17 pages Service Marketing Problem Analysis "TESCO.COM (ONLINE)” Zeeshan Majeed Butt- MBA Service Marketing Report 2 of 17 pages Executive Summer TESCO PLC is a British-based international grocery and general merchandising retail chain. It is the largest British retailer by both global sales and domestic market share, it ranks top five since 2003. Tesco.com is an electronic commerce website operated by Tesco that provide the customer facilitates to buy product online to be dispatch at their home. Tesco has operated on the Internet since 1994 and started an online shopping service named 'Tesco Direct' in 1997. Tesco.com was formally launched in 2000. Tesco claimed in its annual report (2005) to be able to serve 98% of the UK population from its 300 participating stores. In the financial year ended 24 February 2007 it recorded online sales up 29.2% to £1.2 billion and profit up 48.5% to £83 million, with over 250,000 orders per week but on the other hand it struggle to maintain the quality of services. TESCO.com receives number of complaint from the customers regarding the services of TESCO.COM. Mostly customer complaint that that they receive the goods in inappropriate packing, goods are not according to the specification that they orders, goods supplied are not in good conditions, number of items ordered missing, goods supplied were not orders, products are over invoice, goods provide late, they are not satisfied with customer service staff mostly when they complaint; the all affects on the services of TESCO.com. The problem issue is being discussed the framework of service marketing literature e.g. service, service marketing, service quality and service gaps assessment. It is recommended that the Tesco.com should workout regarding their Human resource policies, process management, waste

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