Role of Social Media in Retail Network Operations and Marketing to Enhance Satisfaction: An Analytical Approach

Abstract

Department of Management, College of Business Administration, Prince Sattam Bin Abdulaziz University, Al kharj, Saudi Arabia Abstract Advanced innovations allow retail networks to put unique business strategies in motion in order to attract customers and achieve a competitive edge. Retail networks ought to be taken into account in order to design a model of specific service operations and communication strategies that can maximise loyalty through offering value to clients, open input from users via social networking. The purpose of this study is to show how the retail network leverages the opportunity to satisfy consumers along with actual service operations through social media review. The analysis states the intersection of: a company, service activities; and their effects by from social media review on consumer satisfaction scores. For respondents, a 5-point Likert scale was used to determine their degree of compliance with each argument. The research used the survey questionnaire approach to obtain perceptions of consumer loyalty in the retail sector based on feedback from the social network and service practices. The study shows that supermarkets can leverage customer satisfaction by integrating various service practices and observing the reactions to these activities on social media channels. The study shows the need to recognise corporate efficiencies when encouraging consumer behavior-dependent sales; with diligent preparation, customer loyalty and profitability standards can be improved. This sends the network a clear message to protect its place inside a highly dynamic market environment.