MEASURING CONSUMER SATISFACTION AND COMPARING THEIR SERVICES AT DANUB AND MANUEL SUPERMARKETS IN JEDDAH, SAUDI ARABIA

Abstract

Customer service and experience is very important to measure in order to improve our business more and also to guarantee customers or consumers satisfaction. This study investigates and measure the level of consumer’s satisfaction and compare the customer service at both Danub and Manuel supermarkets in Jeddah, Saudi Arabia. Both supermarkets provide medium to high-class consumer services. The consumers from both supermarkets are requested to fill out the questionnaire survey regarding their purchasing experience. The scopes covered the availability to find a product, clear signs of product in each corner and shelves as well as the overall experience from entering until leaving the supermarket. The obtained result shows that customer satisfaction of Danub supermarket is higher than Manuel supermarket. But, the services of Manuel supermarket are in the lead above Danub supermarket where they provide more details and news about the variety of products they offer, where consumers can access through mobile application