12/16/2019 0 Comments
M5a2 - research methods - Essay Example
In this way, the dependent variable can be defined as the variable that is not in the control of researcher. It can only be measured and observed with reaction of independent variable.
How can managerial decisions affect the quality of customer service? Can a good customer service lead to customer loyalty? What is the significance of customer loyalty in relation to profits realized by the organization?
Decisions made by the managers with regards to a positive or negative reinforcement can affect employeesâ€™ attitude and behavior at work. Therefore, it is necessary to ask the question â€œHow management decision-making can affect the quality of customer service?â€ This study assumes that a good customer service quality can lead to customer loyalty which then can create a positive effect over the companyâ€™s sales and profitability (Bell, Auh & Smalley, 2005). Therefore, it is necessary to ask the question â€œCan a good customer service lead to customer Loyalty?â€ Basically, doing so will allow the researcher to examine the truth behind the research assumption.
Qualitative study is the method of research that evaluates the conclusion by only observations that were evaluated as the result of interaction with the people. The interaction may involve the utilization of a research questionnaire or just interviewing people about the topic. Results must have an interaction with the hypothesis that was made and questionnaire was created. Irrespective of quantitative study that utilizes the scientific method; qualitative study can only utilize the collection of data through various sources associated with the hypothesis. However, both the methods have to be utilized by considering the effectiveness of both the studies. At some place the qualitative approach are considered to be more appropriate as compared to the quantitative study.
To determine how management decision-making can affect the quality of customer service and whether a good customer service lead to
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