A Survey and Research on Woolworths Customer Satisfaction

Abstract

Woolworths, or Woolies, is a large Australian supermarket chain and grocery store directly owned by The Woolworths Group (Arli, Dylke, Burgess, Cam pus , & Soldo, 2013) . It is one of the monopolies in Australia. The Mel bourne-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% y ear on year to $35.845 billion. In addition, e-commerce sales doubled am id 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 gr owth, the company has received poor customer reviews during the p ande mic. This paper will analyze the deficiencies in sales, problem handling , and operation of the company according to the problems raised by customers. It a lso summarizes the literature and periodicals published by scholars in t he past, analyzes the reasons for the decline of Woolworths customer satisfaction, and then suggests.