TITLE:
A Survey and Research on Woolworths Customer Satisfaction
AUTHORS:
Yining Wang
KEYWORDS:
Customer Satisfaction, e-Commerce
JOURNAL NAME:
American Journal of Industrial and Business Management,
Vol.12 No.5,
May
27,
2022
ABSTRACT: Woolworths, or Woolies, is a large Australian supermarket chain and grocery store directly owned by The Woolworths Group (Arli, Dylke, Burgess, Campus, & Soldo, 2013). It is one of the monopolies in Australia. The Melbourne-based organization, founded 95 years ago in 1924, has grown exponentially. Due to its large operation scale, the organization can form a duopoly with Coles Supermarkets by controlling more than 80% of the market share. According to the company’s F21 half-year results, group sales increased 10.6% year on year to $35.845 billion. In addition, e-commerce sales doubled amid COVID-19, with an upward revision of 77.9 percent to $2.937 billion. Despite setbacks caused by the outbreak of COVID-19 and subsequent work stoppage, the Woolworths Group has started 2021 in good shape. Dividends per share also increased by 15.2% (2021). Despite its e-commerce efforts and sales growth, the company has received poor customer reviews during the pandemic. This paper will analyze the deficiencies in sales, problem handling, and operation of the company according to the problems raised by customers. It also summarizes the literature and periodicals published by scholars in the past, analyzes the reasons for the decline of Woolworths customer satisfaction, and then suggests.