Evaluating Customer Satisfaction Level at Kaufland: The Servqual Method

Abstract

The study focuses on evaluating the level of customer satisfaction of the Kaufland retailer using the SERVQUAL method. Through a comprehensive analysis, various aspects of the quality of services provided by Kaufland will be examined, including reliability, responsiveness, assurance, empathy, and tangible aspects of the shopping experience. Respondents were surveyed through a specially designed questionnaire to assess their perceptions and expectations regarding service quality. The conclusions obtained will provide insight into how Kaufland satisfies its customers and will offer valuable suggestions for improving the shopping experience and customer loyalty within their chain of stores.