Abstract:
Customers are the king for any business, whether it is manufacturing or service oriented in nature. In the modern age, an organization focuses on designing the
service focusing its current customer. Evaluation of Service Encounter Satisfaction
of a customer is essential to develop long-run competitive position over the rivals.
This study's main objective is to measure how different service encounters contribute
to customer satisfaction based on the super shop of Dhaka city. This study is
quantitative. Both primary and secondary data has been used to conduct the study.
The study's sample size is 110 customers of Super shop who regularly purchase from
Dhaka city. Primary data has been collected through a structured questionnaire which
has prepared as per Likert scale 5-point methods. The questionnaire has been
designed based on three specific hypotheses. SPSS version 23 has been used to
analyze the primary data. In this study, descriptive statistical tools like mean, standard
deviation, standard error mean, population, sample. have been used. T-test has been
used to test the hypotheses. The study reveals that super stores' customers are not
satisfied with the initiative taken by authority on post-service encounters.
