Research Design Research design is considered as one of the most important steps in the research process.it includes decision making regarding the purpose of the study,its location type,and the degree of manipulation and control by the research Sekaran(2003).It is the outline and specification of the whole research procedure which needs to be followed by the researcher in order to achieve the research objectives or test the hypothesis formulated for the study (McDaniel & Gates,1999). The quantitative approach is a research methodology that aims to quantify the data in order to use statistical methods for analysing and describing a data set (Malhotra & Birks, 2007). This approach enables a researcher to establish statistical evidence on the nature and strengths of the relationships between variables. Although quantitative methods are unable to provide in-depth explanations compared with qualitative methods, quantitative methods can be used to test hypotheses and determine the reliability and validity of the variable measurement (Malhotra & Birks, 2007). Moreover, quantitative research methodologies have widely and successfully been used in previous loyalty studies, particularly in the context of airline services(Chang & Chang, 2010; P.-T. Chen & Hu, 2012; Forgas et al., 2010; Park et al., 2006). Data Collection In this present study, survey-based or observation method is applied as a means for collecting data. This method based on the type of research conducted has its advantages which renders it appropriate for this research. According to Malhotra(1993;188)”a structured questionnaire given to a sample of population and designed to elicit specific information from respondents is defined as survey method.” The main advantages of su... ... middle of paper ... ...pur . The remaining questionnaires (150) were distributed to students at the International Islamic University Malaysia based on the reasonable assumption that at one point in time they were engaged in complaints from their service providers of Digi & Maxis. The majority of this sample group underwent a complaints in service providers at least once. The questions used to measure variables of this study were based on two types of scales, specifically the semantic differential and 7 point Likert scales. These scales have been widely employed in satisfaction and loyalty studies(Rundle-Thiele, 2005). The seven point Likert scale is an common used form of rating scale (Malhotra & Birks, 2007). Respondents were required to indicate their degree of agreement or disagreement with each itemised statement using a 7-point scale from strongly disagree (1) to strongly agree (7).
Purchase behavioural helps companies to develop an effective strategy for their products. Figure 4 categorises the purchase behavioural with profitability. Furthermore, attitudinal loyalty is a significant factor for the future profits of companies. They want to know exactly which customers have high relative attitude and other crucial facts. The customers’ attitude analysis is presented on figure 5. Companies are using CLV (customer lifetime value) as it is a method, which can combine all elements and data of customers’ loyalty, behaviour, attitude and help them to increase their profitability (Kumar and Shah, 2004). Gregg is a model o business which loyal and returning customers is vital part of its stability and future development. However, Greggs is a hospitality brand, which has specific characteristics as far as sales and customers’ range are concerned. It has more than 1600 brunches on high street and urban areas. The majority of the brunches are aiming to serve local and tourist customers. Thus, they want returning customers for the local scale operations and for the tourist they are interested more for big and success brand advertisement for
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?
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
The main purpose of the research design is to serve as a guideline for the entire research.
Planning or conducting a study requires research and a good design. “A good design, one in which the components work harmoniously together, promoting efficient and successful functioning; a flawed design leads to poor operation or failure” (Maxwell, 2013, p. 2). When conducting research, the research questions are the normal starting point. They are what drives the study and, therefore, the piece that controls the design which all other components must follow (Maxwell, 2013). With the research questions at the center of the design, unlike typical research models, the interactive model of research design is connected in such a way as to provide
The research carried on both quantitative approach and qualitative approach. It began with quantitative approach—questionnaire. Bryman and Bell (2003) asserted that mail or postal questionnaires are most popular forms of questionnaires. Another form—self-completion questionnaire was also common because of the overlap with postal questionnaire to some extent.
The Advantages and Limitations of Social Surveys in Sociological Research To survey something, is to carry out a systematic overview so that a researcher can produce a comprehensive general report on it. Survey method is often used by positivist sociologists seeking to test their hypotheses, and to investigate causes and examine variables. As with every other sociological research, survey has its own advantages and limitations. Positivist research, which is in the scientific tradition, begins with a hypothesis that can be either confirmed or rejected according to the data collected. One of the significant advantages of survey method is that, it can be used to collect data that is a representative of a larger population.
The nature of research instruments, the sampling plan and the type of data the research design constitutes the blueprint for the collection, the measurement and analysis of data. It aids the researcher in the allocation of his limited resources by posing crucial choices.
Analysis of coded segments by MAXqda, identified the model of our research. Main factors that affecting consumer satisfaction categorized at Figure1. Most studies investigated several potential influencing factors. This chapter proceeds by examining the characteristics of the corpus of determinants studies, and then by presenting and discussing the evidence about individual and health service
...and collect in Singapore and the range of people will be performed through 150 students of PSB Academy and other different workers. The time to delivery questionnaire to respondents until collecting results can be implemented within one week. If they cannot respond on time, reminders are needed to inform them quickly. This report will be used the questionnaire due to previous study uses it. Choosing the possibility sampling type because of it can generalise the questionnaire’s results and also can reduce the sampling error. In the types of probability，simple random sample will be choose to use in this questionnaire due to it can define effectively population and choose randomly within population. Additionally, about the analysis methods, questionnaire will apply the statistics to analyse the results. The table will be used to analyse the specific data in chapter 4.
According to Mouton, research designs are tailored to address different kinds of research questions. Thus, when attempts are made to classify different kinds of research studies to different design types, they are classified by the kind of research questions they are able to answer. Research designs can be mapped out to the types of research questions (research problem) using four dimensions: 1) empirical versus non-empirical dimension, 2) using primary versus using secondary data, 3) the nature of the data (numerical versus textual data) and 4) the degree of control (structured (laboratory) conditions versus natural field settings)
Research design is an outline of research study which indicates that what the researcher will do from writing the hypothesis and its operational implications to the final analysis of data. A research design is the arrangement of conditions for data collection and analysis of data in such a way that it will aim to combine relevance to research purpose with implementation of developed framework from research proceedure[1]. Research design constitutes conclusion regarding what, why, where, when and how concerning an inquiry or a research study. Overall research design may be divided into the following parts. [2]
Striating from the research idea to the culmination of the findings, the research process entails many segments, all of which are imperative. By choosing the research methodology, the researchers can formulate the path to be used in conducting the study and reporting the findings. The methodology helps in the search of literature, development of research questions and the creation of the most suitable study design. It also assists in the interpretation of the results and the publication of the findings in journals.
To achieve the research objectives the process of research must be carried out by certain principles and to use appropriate methods. It is very important that the methods used to obtain the desired results, and this starts to clearly define the objectives and what we need to know, and also by choosing the methods and tools to help us and to ease the process. (Kumar, 2008)
There are many description and theory of customer loyalty. We should research and compare which theory is suitable for our business.