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INTRODUCTION
The term digitalisation is increasing at fast pace in today's scenario and people are also interest to adapt it. A lots of changes has been made through digitalisation and world wide web; firms are able to effectively communicate their products to customers by using various channels. In this relation, revolution of social media is really beneficial for companies in respect of attaining and retaining customers for long term. The present research is based upon H&M its a multinational corporation of clothing and retail products. Apart from this, the report will be stated research aims and objectives which are required to find out appropriate solution of problem. In order to get better understanding on this topic, a literature review has been made which involves opinions of various authors in specific area of concern. Furthermore, researcher will be used primary and secondary data methods to get effective information and arrive at better conclusion.
The present research is going to be conducted to analyse the impact of social media sites on raising customer satisfaction level. In present era, use of social media sites i.e. Facebook, YouTube, Twitter, Google etc. is rapidly increasing. In corporate context, social media has provided numerous opportunities of growth to companies whereas it also threaten long established business models. Online social media networks are known as effective source of information which helps in promoting new offerings of any business associations.
Due to digitalisation the era of retailing sector is raised day by day, so that companies are trying to modifying their marketing strategies and adopting social media channels thus to arrive large pool of people and grab their interest as well. In addition to this, social media has a created interactive platform for marketers in respect of raising customers' relationship. Purchasing is literally affected by this as numerous retailing companies are using social media campaigns so as to attain people at market and increase brand loyalty.
H&M is the chosen organisation for competition of this research project, its a fastest clothing and retailing industry of men, women, children and retailers. The firm is located in almost 60 countries by having over 4500 stores. H&M is known as second largest global clothing retailer company across the world and it has a wide online presence. As the firm has obtained different social media sites so as to increase its customers' base and satisfy their needs and wants in the best possible manner.
Research Aim -- To determine the impact of social media sites on customer satisfaction in retail sector – A case study of H&M.
Research Objectives
- To understand the concept of customer satisfaction
- To analyze the impact of social media marketing on retailing sector
- To analyses the development of client satisfaction with the implementation of digital promotions
Research questions -
- Q1. What is the concept of customer satisfaction level?
- Q2. How social medial marketing affects retailing sector?
- Q3. What is the impact of customer satisfaction in implementation of digital promotional techniques?
METHOD OF DATA COLLECTION
Research methodology is a collection of information or data which is required to make research on several topics. For completion of this research project, there has been used various research methodologies which are stated as under: -
Qualitative research – it is one of the most effective method which is utilised by the research though keeping in mind the end goal of getting positive outcomes of research. Qualitative research is based upon gaining value added and relevant information on specific area of study so as to drawn better results. The idea of this evaluation is more subjective and findings are more exploratory and based upon statistical ground.
Quantitative research – This kind of research method is acquired in order to gain more numerical and mathematical form. Qualitative research means to gain more and more information so that researcher can make variety of sorts in an appropriate manner. Although, its templates are objective, elaborate and many a times, investigatio
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