A PROJECT ON

DPB5023 : INTRODUCTION ON RESEARCH METHODOLOGY

SUBMITTED TO :

DR. NIK AZIDA BT ABD GHANI

BY:

ZULHELMIE FIRDAUS BIN MOHD ZAMRI (04DAT14F1122)

WAN MUHAMMAD AFIQ BIN WAN ZAMRI (04DAT14F1134)

AMINRUL HAKIM BIN SHAMSUDDIN (04DAT14F1107)

WEE HAN CHIANG (04DAT14F1108)

AHMAD AMIR HAKIM BIN ISMAIL (04DAT14F1029)

TITTLE:

RESEARCH ON CUSTOMERS SATISFICATION WITH THE SETIA RM2 STORE

INTRODUCTION ON RESEARCH METHODOLOGY Page 1

 CHAPTER 1 INTRODUCTION

INTRODUCTION
Chapter 1 discusses about the background of the study, the problem statement and
objectives of this research. Information about the level of users satisfication with the intention
of visiting again and recommending it to others also discussed in this chapter. In addition, this
chapter also details about the research questions and scope of the study.

BACKGROUND OF THIS STUDY

Setia RM2 shop marketing Sdn Bhd is the one of the leading Retail Chain Store and
has around 75 branches throughout Malaysia. The main business is selling convenience goods
including food, daily product, household products, cosmetics, toys, stationery, hardware, and
so on. The purpose of this research is to identify the level of customers satisfication with the
eco store involving the quality of product, price, the service provide, the interior layout, and
location of the business. A total of 226 respondents were identified through the distribution of
questionnaires. The findings have found the product quality, facilities and location provided
is medium. The study also found that the prices of products offered and the layout is simple.
This shows, that the management need to improve existing facilities and add more new
things.

PROBLEM STATEMENT
Setia RM2 shop marketing Sdn Bhd is the one of the leading Retail Chain Store and
has around 75 branches throughout Malaysia. The main business is selling convenience goods
including food, daily product, household products, cosmetics, toys, stationery, hardware, and
so on. Setia RM2 Shop was established on 1 June 2003, the head office and warehouse is
located in Jementah, Johor. The main business is selling convenience goods including food
products, household products, cosmetics, toys, stationery, hardware and so on. The price for
each item is only RM2.12. The existence of the complaints of the people is the driving factor
that something needs to be done to attract the attention of the users that emphasizes
management Setia RM2 store. As a result of feedback received from the survey conducted,
relevant information obtained can be used for the parties involved and responsible for taking
the necessary steps to improve service quality of Setia RM2 store. With this study can assist
management of the store to determine the layout of product offerings, facilities and locations
can be improved in the future. This is because, entrepreneurs need to stress about their
customers because each customer satisfaction provided by a guarantee of the quality of
services offered. Through this study, will be able to find out where the level of customer
satisfaction on Setia RM2 store.

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OBJECTIVE STUDY
This study was undertaken to assess user satisfication with the price of goods, the
quality of goods, sanitary premises, the various items in the Setia RM2 store.
The specific objectives of the study are as follows:
1. Identify the level of user satisfication against Setia RM2 stores :
Price of goods
Quality items
Cleanliness of premises
The diversity of goods
2. Identify the tendency for users to Setia RM2 store:
intention to visiting again
recommending to others
3. To study the relationship between the level of satisfication with the intention to visit the
Setia RM2 store again
4. To study the relationship between the level of satisfication with the intention to
recommending Setia RM2 store to others.
5. Review the impact of the level of user satisfication against eco stores and the intention to
visit the store again
6. Review the impact of customer satisfaction on the intention to Setia RM2 store for
recommending it to others

QUESTIONAIRE
To achieve the objectives of the study, the research questions were formed. The
research question is a question that was formed to inquire g respondent so that we achieve the
objectives that have been set. Among the questions were:
1. Does the level of user satisfication with price, quality, variety of goods and cleanliness
premises of Setia RM2 store?
2. To what extent the tendency of users to visit again and recommending Setia RM2 stores to
others?
3. Is there a significant relationship between the level of satisfication with the intention to re-
visit the Setia RM2 store?
4. Is there a significant relationship between the level of satisfication with the intention of
recommending eco stores to others?

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5. Is the level of consumer satisfication Setia RM2 stores have a significant effect on the
intention to visit the store again?
6. Does the level of user satisfication Setia RM2 stores have a significant impact on the
intention of recommending to others that store?

SCOPE
We will conduct this research at Setia RM2 .Its address is PT 5146, 5147, 5148, 5149
Taman Desa Petaling Kok Lanas, 16450 Kota Bharu Kelantan. We will conduct this research
for 3 month We will conduct this research to research about the level of user satisfication
with the Setia RM2 store. For this purpose of this study the focus will be focused on people
who go and spend at eco store. Among the customers at the store a total of 226 responden
were choosen to answer the questionnaire.

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