Retail Store Design on Customer Satisfaction A Case Study of Shoprite Supermarket In Kampala District

TABLE OF CONTENT

DECLARATION ...................................................................................................................................... ii

APPROVAL ............................................................................................................................................ iii

DEDICATION ......................................................................................................................................... iv

ACKNOWLEDGEMENT ......................................................................................................................... v

LIST OF TABLES ................................................................................................................................... vi

ABSTRACT ............................................................................................................................................. x

CHAPTER ONE ....................................................................................................................................... 1

1.0Introduction .......................................................................................................................................... 1

!.!Background of the study ....................................................................................................................... 1

1.2Statement of the problem ...................................................................................................................... 2

1.3 Purpose of the study .......................................................................................................................... 3

1.4 Objectives of the study ........................................................................................................................ 3

1. 5Research questions .............................................................................................................................. 4

1. 6Scope of the study ............................................................................................................................... 4

1. 6.1Content scope ................................................................................................................................... 4

1. 6.2 Geographical scope ......................................................................................................................... 4

1. 6.3Time scope ....................................................................................................................................... 4

1. 7Significance of the stndy ..................................................................................................................... 4

!.&.Conceptual framework ........................................................................................................................ 4

CHAPTER TWO ...................................................................................................................................... 6

LITERATURE REVIEW .......................................................................................................................... 6

2.0Introductions ........................................................................................................................................ 6

2.1 Theoratical Review .............................................................................................................................. 6

2.2 Exterior store design ............................................................................................................................ 6

2.3 Exterior design elements ...................................................................................................................... 6

2.4 Interior design ..................................................................................................................................... 8

2.5 Customer satisfaction .......................................................................................................................... 9

2.6Customer tariff flow ......................................................................................................................... 10

CHAPTER THREE ................................................................................................................................. 14

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RESEARCH METHODOLOG¥ ............................................................................................................. 14

3.0 Introduction ....................................................................................................................................... 14

3.1 Research design ............................................................................................................................... 14

3.2 Study population ............................................................................................................................. 14

3.3 Sample size ...................................................................................................................................... 14

3.4 Sampling procedures ....................................................................................................................... 15

3.5 Data collection instrument .............................................................................................................. 15

3.6Data collection procedures ............................................................................................................... 15

3. 7 Data processing and analysis .......................................................................................................... 16

3.8 Validity and reliability .................................................................................................................... 16

3. 9Ethical considerations ..................................................................................................................... 16

3.10 Limitations of the study ................................................................................................................... 16

CHAPTER FOUR ................................................................................................................................. 18

PRESENTATION, INTERPRETATION AND ANALYSIS OF FINDINGS ..................................... 18

tO Introduction ..................................................................................................................................... 18

4.1 Respondents Background of respondents ........................................................................................... 18

4.1.1 Gender of respondents .................................................................................................................... 18

1.1.2 Age distribution of respondents ...................................................................................................... 19

!.1.3 Education level of respondent ......................................................................................................... 19

1.1.4 Professional qualification ............................................................................................................... 20

1.1.5 Level of experiences ....................................................................................................................... 20

L2 Determination of the methods of store designs at Shoprite supermarket in Kampala ........................... 21

L3 Determining the level of customer satisfaction at Shoprite supermarket in Kampala ........................... 22

L4Examine levels of customer satisfaction at Shoprite supermarket in Kampala ..................................... 25

L5Effect of store design on customer satisfaction at Shop rite supermarket in Kampala ........................... 26

:HAPTER FIVE .................................................................................................................................... 29

lUMMARY OF THE FINDINGS, CONCLUSION AND RECOMMENDATIONS ............................... 29

;.o Introduction ....................................................................................................................................... 29

;.I Summary of the findings ................................................................................................................... 29

;.2 Conclusions ....................................................................................................................................... 30

;.3 Recommendations ............................................................................................................................. 30

.4 Areas of further study ........................................................................................................................ 31

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REFERENCES: .................................................................................................................................... 32

APPENDIX 1 ......................................................................................................................................... 34

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ABSTRACT

 This research report on topic "Retail store design on customer satisfaction a case study of Shoprite supermarket in Kampala district". The purpose of the study was to establish the relationship between store design and customer satisfaction. The objective of the study was; to determine the extent of store design of Shoprite, to determine the level of customer satisfaction and to examine the impact of store design on customer satisfaction of Shoprite supermarket in Kampala district. These were reached at focusing on variables under store design included; exterior design, interior design and layout whiles customer satisfaction was looked at in terms of; loyality, retention and quality services offered. Theories of different scholars were used to understand the topic in correct way required say Mason. J et at (1998) in his book of store design, Ron Hasty et al (1997) what customers see before entering store. Correlation research design was used population studied included 60 :espondents from different department questionnaire was used to collect data in the field. data was presented and interpreted according to response of respondents from the questionnaires given and analyzed using Quantitative and qualitative method in easy form. The conclusion was nade according to response of respondents.