Customer Service and the Resulting Customer Satisfaction of Let’s Go Mart

Abstract

My internship report is about the customer service and the resulting customer satisfaction of Let’s Go Mart (e-commerce) where I’ve worked for a period of 3 months. The report is the basically concerned with clarification of the tasks undertaken by the client support department of the aforesaid organization and the evaluation of the resulting level of customer satisfaction. The objectives pursued in this report include explaining the promotional efforts of the organization to convince the target market to purchase their market offerings and examining the resulting customer satisfaction regarding marketing efforts and offerings. Great efforts have been made to clarify the consumer behavior of the target market, service quality perception, and customer satisfaction. A survey was conducted to uncover customer perception regarding service quality and other related issues, and their level of satisfaction. The study was conducted on the basis of the responses collected from 100 respondents who are frequently purchasing products and/or services from online platforms. Care has been taken to ensure that the collected sample resembles the target market in terms of gender, age, and demographic and behavioral patterns. The most frequently purchasers were found to come from the age range 21 to 30. But no significant differences were found across the gender. Most of the purchasers in this e-commerce site were found to come from the income level of more than 1,00,000 BDT per month. In an average, a regular customer of Let’s Go Mart purchases for the value 20,000 to75,000 BDT per month. The most sought-after products were found to be Bikes and Autos, Home appliances, Tickets, Food, Books, Electronics, Shoes etc. It was also found that customer purchasing from this e-commerce site value fast transaction, home delivery, and delivery of the promised products on time. It was also found that 34 percent of the current customers prefer online and/or mobile payment system but the majority of the customers still prefer cash-on-delivery. Let’s Go Mart always tries to make sure that the ordered products are delivered within 2 to 3 days inside Dhaka, and 4 to 5 days outside Dhaka. A significant majority of the customers (almost 68 percent) are reported to be satisfied with the overall service quality of Let’s Go Mart.