Role of Customer Satisfaction For the Organization Success

Research Project 

Impact of customer satisfaction and loyalty on the 

performance of firm: A case study on Asda 

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TABLE OF CONTENTS 

INTRODUCTION ....................................................................................................................... 4 

Background of the study ......................................................................................................... 4 

Rationale of the study ............................................................................................................. 4 

Research Purpose .................................................................................................................. 5 

Aim and objectives ................................................................................................................. 6 

Significance of the study ......................................................................................................... 6 

LITERATURE REVIEW .............................................................................................................. 7 

Customer satisfaction and loyalty ........................................................................................... 7 

Customer satisfaction and loyalty model ................................................................................. 8 

Tools or techniques to measure customer satisfaction and customer loyalty .......................... 9 

Challenges faced by Asda regarding maintaining customer satisfaction and loyalty .........................10 

RESEARCH METHODOLOGY .................................................................................................11 

Research strategy .....................................................................................................................11 

Sampling frame .......................................................................................................................12 

Data collection ........................................................................................................................12 

Data analysis plan ....................................................................................................................12 

Ethical issues: .......................................................................................................................12 

Data analysis plan: ...................................................................................................................13 

CONCLUSION AND RECOMMENDATIONS ............................................................................17 

REFERENCES .........................................................................................................................19 

Appendix 1: Questionnaire ........................................................................................................21 

Appendix 2: Update time plan ...................................................................................................23 



LIST OF FIGURES 

Figure 1: Virtuous Circle ............................................................................................................. 8 

Figure 3: Theme 1 .....................................................................................................................14 

Figure 4: Theme 2 .....................................................................................................................14 

Figure 5: Theme 4 .....................................................................................................................15 

Figure 6: Theme 5 .....................................................................................................................16 



INTRODUCTION 

In the modern era, customer satisfaction and loyalty have become important in many 

ways for most of the organizations in context of retaining customers and for increasing profit 

margin as well. For that, enterprises are trying to move towards increasing automation and 

outsourcing activities in order to provide quality of service to their customers at compatible price 

against other marketers that are present in the marketplace. According to University of Michigan 

business professor Claes, there is a direct relationship between customer satisfaction and 

financial success. In addition, economic success of enterprise also reflects customer 

satisfaction and their perceptions about goods and services that they purchase from retail 

companies (Asda, 2015). As per the given case concerned, Asda, retail firm of UK has been 

taken and rationale behind selecting this enterprise was to investigate the impact of customer 

satisfaction and loyalty on the performance of company. It is a British-based supermarket chain 

and it provides various products such as clothing, general merchandise, retails food, financial 

services and toys etc. 

Background of the study 

For generating a competitive advantage and to better perform against others, most of 

the enterprises emphasize on the use of quality management as a strategic foundation. The 

goal of this research is to examine the impact of customer satisfaction and customer loyalty on 

performance along with profit margin of an enterprise as well as people that are associated with 

the firm. The study begins with critical review of literature on customer satisfaction and loyalty. 

After that, study concentrates on major factors that can demotivate the customers and may 

reduce their satisfaction level towards products and services that are offered by them to firm 

(Hesselink and Boselie, 2001). Primary data was collected from regular customers of company 

to know their perceptions and to measure their satisfaction level towards services of enterprise 

as well. At the end of report, investigator explores the ways through which Asda can overcome 

customer dissatisfaction and would increase their retention with organization. Statistical test has 

been applied in order to examine the impact of customer satisfaction and loyalty on firm’s 

performance and its profit margin as well. 

Rationale of the study 

Rationale behind carrying out the present study was to better disclose the information 

about impact of customer satisfaction and loyalty on the performance and profit margin of UK 

based retail enterprises in an appropriate manner. In addition, report develops appropriate 



ecommendations through which firm can increase customer satisfaction and employee 

motivation within workplace. Moreover, the analysis give answers to questions that are related 

to the customer satisfaction and loyalty dimensions as well as provide some indications to 

change the behavior of customers in relation to his/her perception. 

Research Purpose 

The main purpose of taking Asda was that it was facing various issues within workplace 

due to poor customer satisfaction and delay in delivery of services as well as products within 

stipulated time. This research has been conducted in order to identify various issues such as, 

quality, delivery of products and services at specified time and behavior of staff-members at the 

workplace etc. By taking this organization and topic, researcher would be able to better describe 

the impact of customer satisfaction and loyalty along with their impact on performance and profit 

margin of enterprise. Asda has talented staff members but due to lack of customer solving 

queries and technology knowledge, they failed to meet the needs of customers in the domestic 

and international market in a systematic manner. This issue is important for the organization in 

terms of both customers and business perspective (Hart, 2007). By reducing the issues that are 

faced by customers, company would be able to increase customer satisfaction and retention as 

well as increased profit margin.. Most of the information was collected from secondary sources 

such as books, journals, online published articles etc. 



Aim and objectives 

Aim: To investigate the impact of customer satisfaction and customer loyalty on profit margin 

and performance of Asda in UK. 

Objectives: 

To critically review the literature on customer satisfaction and loyalty. 

To investigate the factors that can demotivate customers and may reduce their 

satisfaction level. 

To understand the perception of customers towards services and products provided by 

company to them. 

To identify the ways through which Asda can overcome customer dissatisfaction and 

may increase their retention with firm. 

To develop appropriate recommendations through which firm can increase customer 

satisfaction and employee motivation. 

Research questions: 

What are the concepts of customer satisfaction and loyalty? 

What are the major factors that can demotivate the customers and may reduce their 

satisfaction level towards products and services that are offered by Asda? 

What are the perceptions of customers towards services and products provided by 

company to them? 

What are the ways through which Asda can overcome customer dissatisfaction and may 

increase their retention with firm? 

How Asda can increase the customer satisfaction and employee motivation within 

workplace? 

Significance of the study 

The present study would be beneficial for the enterprise in order to identify problems which were 

facing by customers during online and offline shopping. By doing this, UK based retail company 

would be able to overcome the issues faced by customers and will increase their satisfaction 

and loyalty so that they will encourage people to retain in the firm for long time period 

(Gustafsson, Johnson and Nilsson, 2001). On the other hand, from researcher’s and scholar’s 

perspective, study will be helpful in order to increase their knowledge level regarding customer 

satisfaction and their impact on future decisions that will be taken by the retail firm to enhance 

profit margin. 



LITERATURE REVIEW 

In recent globalized and competitive business environment, it is essential for retail 

enterprises to pay more attention to satisfy the customer needs in an appropriate manner. This 

section of report provides information about theories and studies that were done by other 

researchers and which are related to determine the concept of customer satisfaction and loyalty 

along with their impact on performance of the company as well. In addition, this section can be 

further classified into different sub-topics to achieve aim and objectives of the study in an 

appropriate manner. 

Schifferes explored that in economic activity, an estimated 46 million retail transactions 

executed daily and it is the equivalent of 20 percent of UK GDP. 

Customer satisfaction and loyalty 

According to Blut, Frennea, Mittal and Mothersbaugh (2015) customer satisfaction can 

be used as a measurement tool which helps firms to measure the customer’s attitudes 

regarding products and services offered by the enterprise to them. By understanding client’s 

perceptions towards brands, enterprises can develop strategies and will plan to increase market 

share and profit margin as well. As per Rogers, Strutton and Doddridge (2015), customer 

satisfaction is considered as an abstract concept which considers detail about quality and value 

of product as well as other facilities like convenience, location, hours of operations, parking etc. 

Especially in retail sector, various other factors including atmosphere of store, enjoyable 

shopping environment, attentiveness and cleanliness can create a wide impact on the mind of 

customers during shopping. 

Most of the companies in UK are emphasizing on conducting market research survey 

regarding measuring expectations of a customer with concerning a product or service 

effectively. Different authors suggest that in cut throat competitive market, it is essential for the 

companies to provide services to their clients within stipulated time. However, without knowing 

views of customers, companies would be unable to meet their expectations at an appropriate 

time. By measuring satisfaction level of customers, retail enterprise like Asda and Tesco would 

be able to retain their existing customers with the firms for long duration. 

Customer loyalty 

According to Terho, Eggert, Haas, and Ulaga (2015), customer loyalty can be defined as 

an attitudinal and behavioral tendency in order to favor one product over all others that are 

present in the marketplace. It motivate customers to spend a greater share of wallet and feel 

comfort with the brand so that they will encourage shopping more consistently and feeling 



positive about a shopping experience. Robinson and Marshall ( 2015) was determined the main 

difference between customer satisfaction and loyalty is that in customer satisfaction, enterprise 

emphasizes on measuring customer’s current attitudes. While on the other side, in customer 

loyalty, firm concentrates on predicting customer behavior and attitudes. 

Customer satisfaction and loyalty model 

In order to increase the loyalty of customers and other stakeholders in strategic 

management, loyalty business model is used. On the basis of recent experience of customers 

towards products or services, model will be prepared. Strength of the business can be identified 

in terms of level of satisfaction and retention of clients with the company. Buchanan and Gilles 

determined that there is a direct relationship between customer satisfaction and loyalty. 

However, relationship of these two terms and customers will break when customer moves away 

from the company's service area and relationship strength has weakened as well (Yamin and 

Mavondo, 2015). In addition, unexplainable change of price and unable to meet demands of 

customers within specific time period are the other constraints that motivate clients to switch on 

other brands. Schlesinger and Hesket were developed “Expanded models” in order to define the 

concepts of "cycle of success" and "cycle of failure". Cycle of success can be understood in 

terms of employees’ ability to provide superior service to customers. 

Figure 1: Virtuous Circle 

(Source : Pillai and Goldsmith, 2015) 

Through creating a corporate culture as well as selecting and providing training to 

employees, retail companies like Asda can lead to increased employee satisfaction through 

superior service delivery. It will be beneficial for the firm in terms of creating customer loyalty, 

improved sales levels and higher profit margins. While on the other side, when all these 



criteria’s will not fulfill then cycle of failure will occur. It would create a negative impact on the 

minds of customers and organization as well. 

Tools or techniques to measure customer satisfaction and customer loyalty 

Zeithaml, Parasuraman and Berry were developed a quality management framework to 

measure the quality of products and services that are offered by company. In order to manage 

business process and managing quality in services, SERVQUAL model has been used. This 

framework emphasizes on various aspects including service quality, reliability, competence, 

access, security, understanding the customer and measuring the gap between customer’s 

expectation and experience. Apart from this, responsiveness, assurance, tangibles, empathy 

and reliability are the major key service dimensions of this model that can affect customers of 

retail enterprise like Asda (Kaur, 2015).. 

Figure 2: SERVQUAL Model 

(Source : Verma and Sheth, 2015.) 

From the figure, it is clear that Gap 1 describes expectations of customers and Gap 2 

determined the wrong service quality standards. While on the other side, Gap 3 and Gap 4 



emphasizes on the service performance group and promises to give for the products that are 

not delivered with actual delivery. Gap 5 clearly indicates the major difference between 

perception and expectation of customers. This model has several benefits such as easily track 

customer satisfaction; assess the expectations and perceptions of internal customers and 

analyzing quality of service from the customer’s perspective etc. However, some drawbacks are 

also associated with SERVQUAL Model such as focus on service delivery but not concentrate 

on service encounter and 5 gaps which were considered in model are not universals etc. 

(Perdikaki, Peng and Heim, 2015) Hence, it can be said that SERVQUAL and SERVPERF 

models would be beneficial for the firm in order to evaluate their strengths and weaknesses so 

that appropriate decisions can be taken within stipulated time. 

Challenges faced by Asda regarding maintaining customer satisfaction and loyalty 

Locations, scale of reach and more focus on traditional technology as compared to other 

competitors that are present in the marketplace are creating challenges for retail firm to retain its 

existing customers by meeting their expectations within stipulated time. From financial 

perspectives, declining market shares and sales of company are the major factors that are 

creating problems for the firm. In addition, packaging and reducing prices of products are the 

elements which are creating issue for the organization. Apart from this, technology up-gradation 

and effective use of marketing and distribution channels are the major strengths of Tesco and 

Sainsbury which create challenges for Asda in terms of retaining and attracting new customers 

towards brand (Robinson and Marshall, 2015). 

Hence, based on the critical review of literature, it can be articulated that several factors 

such as product quality, service quality, price, shopping environment, overall customer service, 

price of product/service, behavior of sales staff, product availability and so on can affect the 

customer satisfaction and their loyalty. Apart from this, techniques used by Asda such as 

SERVQUAL and Expanded models would be beneficial for the company in future time period 

(Rodriguez, Peterson and Ajjan, 2015). 

This is a sample on 

Customer Satisfaction 

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RESEARCH METHODOLOGY 

RM section of the study has been done by collecting relevant and appropriate data in 

accordance with research aims and objectives of the study. This section provides information 

regarding research approach, research philosophy, data analysis tools and techniques along 

with data presentation techniques etc. 

Research strategy 

It can be defined as the tactics that would be required in order to conduct and complete 

the entire course of study. Different types of strategies are present including case study, 

experiment and survey (Gill and Johnson, 2002). As per the given case scenario, primary data 

was collected from customers by using the survey method. Questionnaires have been framed 

and distributed among customers of Asda to know their perceptions about services and 

products which are being offered by company to them. 

Research philosophy: In respect with the research subject along with producing 

knowledge and understanding related to the topic, research philosophy has been used. 

Positivism philosophy was most suitable in accordance to the given topic because hypothesis 

has been framed and the research is based on the practical outcomes. In addition, investigator 

handles the research activities with actual facts that are based on the customer’s perception. 

Research approach: It is developed in the context of research subject and establishes 

theory and/or models. In order to explore and analyze close relations between two variables, 

inductive and deductive research approaches could be used. In inductive approach, researcher 

provides detail information about general issues under the research subject (Beiske, 2003). 

While on the other side, for present case concerned, deductive approach was used in order to 

establish the relationship between customer satisfaction and loyalty as well as firm’s 

performance at Asda. Current study is based on both quantitative and qualitative approach. 

Qualitative approach was used to develop a specific theory and model which is defined by other 

researchers related to this same topic. While on the other side, quantitative method has been 

used because primary raw data which was collected from customers was of quantitative nature. 



Sampling frame 

A sample size of 25 has been taken in order to present the perceptions of customers 

related to customer satisfaction and loyalty. Random sampling technique has been used 

because customers were selected randomly from the population. Due to time and cost 

constraints, small sample size has been taken (Mackey and Gass, 2013). 

Data collection 

In the context of generating valuable information for the study, appropriate source of 

data collection has been considered. Both primary and secondary data collection sources have 

been used in the given case scenario. Primary data was collected from customers on the basis 

of their interest and availability in retail store at the time of data collection (Bhattacharyya, 

2009). This technique was used because it is the most appropriate method in terms of 

understanding views of customers towards products and services that are being by the firm to 

them at stipulated time. While on the other side, various books, journals and online published 

articles have been considered to conduct the literature review on customer satisfaction and 

loyalty. 

Data analysis plan 

Investigator can evaluate and analyze the data in effective and efficient manner by using 

several tools and techniques like qualitative and quantitative data analysis methods (Creswell, 

2013). As per the given case, for analyzing the qualitative data, thematic analysis approach was 

applied and different themes have been prepared related to the subject. On the other hand, 

statistical test has been applied in order to prove hypothesis and to interpret the results in an 

appropriate manner. By framing hypothesis, dedicated results can be generated within stipulate 

time period. 

Ethical issues 

At the time of conducting research, investigator was faced several issues such as time 

and selection of sample size. However, by maintaining reliability and validity of data in the entire 

research, researcher try to overcome issues that researcher faced during the entire course of 

study. In addition, prior permission of authentic people, convincing customers to fill 

questionnaires and managing validity and confidentiality of data are some accessibility issues 

that affect the overall study. 



Data analysis plan 

Investigator can evaluate and analyze the data in effective and efficient manner through 

using several tools and techniques like qualitative and quantitative data analysis etc. As per the 

given case, for analysis qualitative data, thematic analysis approach was applied and different 

themes have been prepared related to the subject. On the other hand, statistical test has been 

applied in order to prove hypothesis and to interpret the results in an appropriate manner. By 

framing hypothesis, dedicated results can be generated within stipulate time. 

Demographic details of customers 

Age 

Gender 

Customers association 

with Asda 

Between 18- 30 years 5 

31-50 years 13 

More than 50 years 7 

Male 18 

Female 

Less than 1 year 

9 

2-3 years 8 

4-5 years 6 

More than 5 years 2 

7 

Findings: Demographic profile of customers indicates that most of the male customers 

(18) belong to age group 31-50 years were participated in the study. In addition, mostly 

customers associated with the company since less than 1 year and used products and services 

of company. 

Analysis of qualitative data 

For analysis of qualitative data, thematic analysis was used and different themes have 

been prepared. This technique was used because it is a suitable tool in order to present the 

information which is collected from respondents. 

Theme 1: Investigate the factors that can demotivate customers and reduce their satisfaction 

level within retail store. 



Behavior of staff-members within store 

4 

Failed to quick delivery of products and services 

5 

Waiting long time in a queue for accessing products 

and services 

10 

Poor technology up-gradation 

6 

0 2 4 6 8 10 12 

Figure 3: Theme 1 

Findings: Most of the customers were satisfied with the fact that waiting long time in a queue 

and poor technology up-gradation as compared to other competitors like Tesco and Sainsbury 

were major factors which can demotivate them for continuously consuming the products and 

services of Asda. 

Theme 2: Satisfaction of customers with the services offered by Asda retail store. 

14 

12 

10 

8 

6 

4 

2 

0 

13 

7 

3 

2 

0 

Highly dissatisfied Dissatisfied Neutral Satisfied Highly satisfied 




Findings: On the basis of above chart, it can be said that 13 customers were satisfied with the 

services offer by Asda to them. But they replied that still needs of improvement is required in 

order to develop customer service strategy and to overcome issues that are faced by them 

within retail store. In addition, very less customers were highly dissatisfied with services of 

company. 

Theme 3: Perception of customers with regard to customer service strategy used by Asda to 

retain existing and attracting new one. 

Findings: When researcher asked this question from customers then they stated that they have 

positive perception about customer service strategy which is used by Asda for them. New 

initiatives regarding technology up-gradation and employee training would be beneficial for the 

company in near future. 

Theme 4: Behavior of retail store employees is satisfactory in terms of solving queries and 

delivery of products within stipulated time. 

10 

15 

Yes 

No 


Findings: From the above Pie-chart, it is clear that most of the customers were satisfied with 

the behavior of staff members within Asda retail store. But they recommended that organization 

should provide training to them in order to increase their efficiency and quick delivery of 

products to clients within stipulated time. 

Theme 5: The ways through Asda can overcome customer dissatisfaction and enhance 

performance of UK based Retail Company. 



14 

12 

10 

8 

6 

12 

4 

2 

5 

3 

5 

0 

More emphasize on 

technology adoption and 

up-gradation 

Appointing more staffmembers 

to solving 

queries of customers 

within specific time 

Company should focus 

on use of e-commerce 

and e-business 

technologies 

Providing training to 

employee and 

maintaining 

transparency within the 

entire process 


Findings: The above chart explored that most of the customers (12) suggested that through 

appointing more staff members and by providing training to solve queries of clients within 

specific time, Asda can reduce customer dissatisfaction and may enhance performance of UK 

based Retail Company in an appropriate manner. 

Quantitative analysis: In order to prove the hypothesis, Chi-Square test has been applied 

because by applying this test, relationship between two variables including customer 

satisfaction and loyalty and performance of company can be identified. 

Chi Square Test: 

H 0 = Null hypothesis 

H a = Alternate hypothesis 

H 0= 

Customer satisfaction and loyalty cannot influence performance of Asda. 

H a= Customer satisfaction and loyalty can influence performance of Asda. 

Table 1: Chi-Square table 1 

S. No. Responses No. of responses % of Responses 

1 

Strongly 

Disagree 

2 10.0% 

2 Disagree 5 25.0% 

3 Neutral 1 5.0% 

4 Agree 10 50.0% 



5 Strongly agree 7 35.0% 

Total responses 25 100.00% 

Table 2: Chi Square table 2 

Observed (O) Expected (E) O-E (O-E)2 (O-E)2/E 

2 2 0.00 0.00 0.00 

5 2 3.00 9.00 4.50 

1 2 -1.00 1.00 0.50 

10 2 8.00 64.00 32.00 

7 2 5.00 25.00 12.50 

Calculated value of Chi Square 49.50 

Findings: On the basis of Chi-Square test, it can be interpreted that tabulated value of Chi 

Square is 9.488 which is less than calculated value 49.50. Hence, it can be said that null 

hypothesis is rejected and alternative hypothesis is accepted. It can be stated that through 

increasing customer satisfaction and loyalty as well as performance of the company (customer 

base, sales and profit margin) can be increased effectively. 

CONCLUSION AND RECOMMENDATIONS 

On the basis of report, it can be articulated that customer satisfaction and loyalty can 

play a crucial role in order to retain the customers and to enhance profit margin of the company. 

The result of LR section interprets that Poor technology up-gradation, waiting long time in a 

queue for accessing products and services as well as failed to quick delivery of products and 

services were the major factors that demotivate customers and reduce their satisfaction level 

towards products and services offered by Asda. Result of Chi-Square test shows that customer 

satisfaction and loyalty can influence the performance of Asda. Apart from this, most of the 

customers were satisfied with the fact that behavior of retail store employees is satisfactory in 

terms of solving queries and delivery of products within stipulated time. 

When researcher asked questions from customers regarding ways through which 

performance of company can boost-up, they replied that Asda can enhance its performance 

through emphasizing on technology adoption and up-gradation as well as appointing more staffmembers 

to solve the queries of customers within specific time. In addition, company should 



provide training to their employees so that they will behave well with clients and would 

encourage them to retain for long time period. It will directly affect the profit and sales margin of 

enterprise as well. 



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Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions, and 

Repurchase Behavior: A Meta-Analysis. International Journal of Research in Marketing, 

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Clow, K. E. and Seshadri, S., 2015. Bias in Consumer Expectations of Services: Implications for 

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Gill, J., and Johnson, P., 2002. Research Methods for Managers. 3rd ed. London: SAGE 

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Gunasekaran, A., Irani, Z. and Papadopoulos, T., 2015. Performance measures and metrics in 

outsourcing decisions: A review for research and applications. International Journal of 

Production Economics. 161. pp.153-166. 

Kaur, B., 2015. Impact of E-Commerce on E-Retail. Journal for Studies in Management and 

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Robinson, L. and M. B., Marshall, T., 2015. Employee Satisfaction and Internal Service 

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Appendix 1: Questionnaire 

In the context of present study, questionnaire was prepared and circulated to customers 

to know their perception about customer service strategy which is used by Asda at the 

workplace. Both open and close ended questions have been asked from them to attain aim and 

objectives of the study in an appropriate manner. 25 customers have been considered for the 

research by using random sampling technique. 

Name 

Age 

 

 

 

Between 18- 30 years 

31-50 years 

More than 20 years 

Gender 

 

 

Male 

Female 

How long you are associated with Asda and using the products and services of company? 

 

 

 

 

Less than 1 year 

2-3 years 

4-5 years 

More than 5 years 

Are you satisfied with the services offered by Asda retail store? 

Highly dissatisfied 

Dissatisfied 

Neutral 

Satisfied 

Highly satisfied 

Do you agree with the fact that behavior of retail store employees is satisfactory in terms of 

solving queries and delivery of products within stipulated time? 

Yes 

No 

What are the major factors that demotivated you as a customer and reduce your satisfaction 

level towards products and services offered by Asda? 



Poor technology up-gradation 

Waiting long time in a queue for accessing products and services 

Failed to quick delivery of products and services 

Behavior of staff-members within store 

Other 

Do you agree with the fact that customer satisfaction and loyalty can influence the performance 

of Asda? 

Strongly disagree 

Disagree 

Neutral 

Agree 

Strongly Agree 

What is your perception about customer service strategy used by Asda to retain existing and for 

attracting new customers? 

----------------------------------------------------------------------------------------------------------- 

Please identify the ways through which Asda can overcome customer dissatisfaction and would 

increase firm’s performance by changing the customer service strategy? 

More emphasize on technology adoption and up-gradation 

Appointing more staff-members to solving queries of customers within specific time 

Company should focus on use of e-commerce and e-business technologies 

Providing training to employee and maintaining transparency within the entire 

process 



Appendix 2: Update time plan 

ACTIVITY/WEEK 1 2 3 4 5 6 7 8 9 10 11 

 

Identification of problem 

To select topic for the study 

Evaluate the purpose and 

rationale behind study 

Review of literature is 

conducted by using 

secondary data collection 

Framed aim and objectives of 

the study are defined 

Primary data collected from 

customers 

Follow research approach 

Define Research methodology 

in a proper way 

Structured questionnaire are 

prepared 

Questionnaire filled from 

customers 

Arrange data 

Apply appropriate technique 

Interpreted the data 

Explore finding of the research 

Provide recommendation and 

suggestions 



Prepare report in a 

presentable manner 

At the end, report submit to 

instructor 

Revising the work 

Again re-submit report

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