Research Report on Customer Satisfaction and Behavioral Intentions toward Essence by Tareque

Abstract

This study examined the product- and service-related factors influencing customer satisfaction with Essence by Tareque, an online perfume-decant business. The study adopted a quantitative, cross-sectional research design and collected primary data through a structured questionnaire. A total of 101 respondents participated in the survey, of whom 78 had previously purchased from Essence by Tareque. After data screening and cleaning, 71 complete responses were used for the multiple regression analysis. The study focused on six independent variables: perceived perfume authenticity, product quality, price reasonableness, packaging, delivery service, and customer service. Overall customer satisfaction was used as the dependent variable. Descriptive statistics, Pearson correlation analysis, and multiple regression analysis were applied to analyse the data. The descriptive findings showed that customers had highly positive perceptions of all the measured product- and service-related factors. The correlation analysis found that all six independent variables had positive and statistically significant relationships with overall customer satisfaction. Customer service had the strongest correlation with satisfaction, followed by packaging and delivery service. The regression model was statistically significant and explained 81.2% of the variation in overall customer satisfaction. Customer service, packaging, and delivery service were found to have significant positive effects on satisfaction, while authenticity, product quality, and price reasonableness did not have significant independent effects when all variables were considered together. Customer service was the strongest predictor of overall satisfaction. The study also found strong behavioural intentions, as 96.2% of customers intended to purchase again and 97.4% intended to recommend Essence by Tareque to others. The study concludes that Essence by Tareque has achieved a high level of customer satisfaction. Maintaining responsive customer service, professional packaging, and reliable delivery is particularly important for sustaining customer loyalty and positive word of mouth.