Customer survey is one of the toughest and mind boggling task many fear doing, especially those who provide services to customers. There have been debates on the best method to be used in ensuring that the survey is accurate. Different methods have been proposed concerning the accuracy of some of the methods used, and no proper consensus reached on the method to use. Different business uses different methods, but in the recent past many surveys have been done using the Likert Scale Questionnaire Method. This technique has been found to boost the level of accuracy because it is a psychometric tool. Likert Scale measures attitudes, beliefs, and opinions by allowing those surveyed to indicate their degree of agreement or disagreement in a multiple choice formats (Likert, 1932). Even though very difficult to construct, there have been positive comments about its accuracy. Likert Scaling is also praised on its ease with data interpretation and computing (LaMarca, 2011), making Likert Scaling the best option to be used by many businesses trying to find out what the customers think of their operation. With all talks and debates about Likert Scaling, it is important to see how it is used in a survey by analyzing how to construct its can be properly constructed.
Any survey involving Likert Scaling should start with main theme formulation. For example, what the survey is trying to find. A well formulated theme will help in formulating good question for the survey (Allen and Seaman, 2007). For example, one want to find what the customer feels about their service delivery, the survey question should be formulated towards this theme. The theme is not stated, but from reading the set of question asked one can tell the intention of ...
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...ngly agree
4. Are you satisfied with the availability of equipment in this clinic o Very poor o Poor o Adequate o Well o Very well
5. How do you rate the overall performance of the clinic o Very poor o Poor o Adequate o Satisfactory o Very satisfactory
Works Cited
Allen, Elaine, and Seaman, Christopher (2007). "Likert Scales and Data Analyses". Quality
Progress 2007, 64-65
Boone, Harry Jnr (2012). Analyzing Likert Data. Journal of Extension. Morgantown, West
Virginia. 2; 50, 20-26. Retrieved on 10th April, 2014 from http://www.joe.org/joe/2012april/pdf/JOE_v50_2tt2.pdf
LaMarca, Nicole (2011). The Likert Scale, Advantages, and Disadvantages. Field Research on
Organizational Psychology. Retrieved on 10th April, 2014 from http://psyc450.wordpress.com/2011/12/05/the-likert-scale-advantages-and-disadvantages/
Likert, R. (1932). A Technique for The Measu
What are the beneficial or negative results (e.g. financially, environmentally and socially) to California by having a HSR train?
This first question is the easy question and i made my mind on what methods i should pick. I pick a convenience methods even despite the flaws of creating a bias in result of an incompleted conclusion and this convenience methods also it may not represent the views of others student. But the methods itself is very lazy but the way to get people to do the survey by being up in their face and surveying two hunderd out of five thousand student that come to the liberty, really
The above questions are open-ended to enable the participants provide all-inclusive answers. Furthermore, systematic approach will be used in obtaining the required customer sample, which is 15 customers in this case. The customers will be randomly selected, whereby every 3rd customer will be asked to fill-in the questionnaire. The technique of systematic sampling was selected to ensure equal representation and accuracy of results by preventing biasness. In addition, ethical concerns will be considered. The representatives would be informed that their private identity will be concealed and that the study is entirely for the company. The representatives are also at liberty to withdraw from the study and will be provided with a written consent outlining the reasons for the survey.
Buyer preferences can be obtained through various methods such as paired comparison, simple rank ordering, appraisal scales etc. along with both positives and negatives. Unitary appraisal method provides more accurate outcome than others. Study requires the respondent to scale each product or service according to their preference. This method helps us to find out qualitative levels of choice for each object and distance between them. Analysing several products using this method becomes more
...d for consent to proceed with the study. The participants were given thorough instructions that at any during the survey you can withdrawal your participation in the research, and that this is to benefit research to society. Participation is this survey was voluntary was emphasized. Participants were told that the surveys should take no longer than fifteen minutes and the personal information will remain confidential their results may be shared, but for research purposes only. The questionnaire will have a demographic sheet and a 50 item questionnaire divided into two sections. One part has a four point Likert scale (0= Almost Never, 1=Sometimes, 2= Often, 3 =Almost Always) and the other part is a selection of A or B. It was also reiterated that the participants had the right to withdraw from the research study at any time; there will be no consequences or penalty.
To conduct the study, an online survey will be created. This survey will include closed/fixed and open-ended questions. The questionnaire will allow people to express their perspective of their selves, but also limit the range of answer in order for them to be compared. This study will code the questions in the survey to understand which factor is most dominant in each geographical area. The survey will be administered online to reach as many respondents as possible. It is also the most financially feasible and timely option for the study at this
The results are analysed and findings used to deduce a pattern in the collected data. Since surveys are easy to distribute through the internet and emails, they are considered whenever researcher seek knowledge about a specific matter. Unlike both interviews and questionnaires, survey can be distributed to a wide-range of potential respondents, which helps researchers to draw comprehensive conclusions from its findings. Nevertheless, surveys are not ideal for collecting in-depth data on a research topic because they are only designed to gather what majority think of something as opposed to collecting detailed rationale for a phenomenon or
Data Collection and Analysis Questionnaire The research was carried out on both quantitative and qualitative approaches. It began with a quantitative approach—questionnaire. Bryman and Bell (2003) asserted that mail or postal questionnaires are the most popular forms of questionnaires. Another form—self-completion questionnaire—was also common because of the overlap with postal questionnaire to some extent.
When looking at the general attitude of shoppers toward each of the three shopping areas, several important facts are needed to prepare the results. The average response or mean, the size of the sample of our population and clarification on the level of confidence acceptable to the end user of the survey all cont...
When conducting marketing research it is imperative to comprehend the different types of measurement scales in order to properly apply or use them in the collecting data process. Also selecting the right measurement scale is key to assist researches in collecting quality data. According to Hyper Stat, 2011, Measurement scales are use in the assignment of numbers to objects or events in a systematic fashion. Four levels of measurement scales that are commonly distinguished are nominal, ordinal, ratio, and interval scales. In this paper the author will describe each one of the four measurement scales and discuss how they can be use when developing a questionnaire.
With the dilemma stated, the management question would be how do we increase customer satisfaction? Research questions, which are the objective of the research study, would include – what can management do to improve customer satisfaction, how is employee attitude and motivation connected to customer satisfaction, should we add employee incentives to reward increased customer service ratings, and should we modify hiring and training procedures?
The sampling design process includes five steps which are closely related and are important to all aspect of the marketing research project. The five steps are: defining the target population; determining the sample frame; selecting a sampling technique; determining the sample size; and executing the sampling process.
Surveys are an effective and popular method for research because of the efficiency, versatility and generalizability. Generalizability is the ability to sample and draw research conclusions for large populations (Bachman & Schutt, 2012). In order to effectively maximize outcomes in survey research, surveys must be structured to avoid unclear or confusing questions. Demographic related questions should be avoided if not pertinent to the research study (Bachman & Schutt, 2012). Generally, the motivation of the researcher is clearly identified in a survey, and the respondent has the option of declining involvement in the survey. There are fewer ethical dilemmas with survey research than other types of research methods.
To effectively sell a product or service, organizations have to really know how customers behave, regarding to what they buy. The study
I will first talk about the Likert Scale. The Likert Scale is a really popular type of questionnaire that’s used in the educational world. It was developed by Rensis Likert, whom was an educator and a psychologist. Ever since the creation of this scale, there have been many different versions based on the number of points in the scale. The Likert Scale can be four-point, five-point, six-point, and so on. The even-numbered scale mostly makes the respondent choose, whereas the odd-numbered scale provides the option for indecision or neutrality. Having indecisiveness or neutrality can make this type of questionnaire less effective in trying to find a definite answer to your research.