Assessment methods regarding service level of specialized retailers

Abstract

Through this paper, we aim to emphasize the role and importance of the service level offered by modern retail companies. In an environment of intensely competitive business, customer service is a means of differentiation from competitors and a way of increasing customer loyalty. For achieving this purpose, we conducted two market research studies, using qualitative and quantitative methods, in order to measure the satisfaction of the customers from Brasov city regarding the level of service offered by the specialized retailer Decathlon. This company is always concerned about customer satisfaction in a timely manner and about brand consolidation at the national and international levels.