The project brought out in this paper bases on the Qantas Airlines as a noteworthy part of its customer relationship management (CRM) stratagem. There are various objectives in which the project carried on the social networks in business had to achieve, below are the outlined aims.
Through reaching at the above stated aims, the project will be able to identify the advantage and disadvantages of using social network in business, which is the main project aim. Social media is considered as one of the best marketing channels thus incorporated in the research on studying how to make appropriate CRM organize in Qantas airlines.
In order to reach at the research questions outlined, the study based on a variety of methods which were deemed appropriate and plus a consideration on literature review so as to come up with the best possible answers for the outlined questions.
This section of the paper clearly brings out the blue print for the data collection, measurement and analysis. The purpose for this section in the paper is to clearly show the general strategy carried out in the research in order to reach at the research objectives. The system of the methods and the different components of study integrated in the research are clearly brought out in this section.
Research methods varies according to the kind of research that is carried (Blessing, Chakrabarti & Blessing, 2009). The research in this case applied the survey methodology. In the survey methodology, the process was coined towards identifying the effects of social media in the population which the process falling under survey were considered most appropriate.
Research philosophy refers to the kind of belief in which data of a particular research should be gathered, analyzed and used in the research (Lapan, Quartaroli, & Riemer, 2012). The research philosophy used in the carried research is interpretivism. The reason for the choice of the philosophy is due to use of investigation and qualitative methods as well as availability of small samples (Malhotra, Sheth, & Wu, 2011).
The research design employed in the paper is the descriptive research design. Under the descriptive research design is the survey methodology as well as sampling (Bellamy, 2011). Therefore, due to the employment of qualitative data which required the stated methods, the descriptive design was the best choice among the research designs.
Research scope refers to what the subject of the research aimed at achieving (Yin, 2013). It is quite a difficult word to define as it depends with the research and kind of study, like for instance, what should be derived from the general study. In the carried research, the research scope was to identify the range of advantages and disadvantages of using social in businesses by the use of the transport business incorporation of social media.
Population and sampling is a direct word which relates to the entire population in which a subset is taken through which research is carried (Khan, 2011). The sampling method used in the entire population was random sampling in a class in which there was no discrimination or favoritism in the choice of the individuals, the sample, to take part in the research as respondents.
From the above population and sampling, it is clear to identify that population refers to the whole entity of individuals in the area which the research should be carried (Vogt, Gardner, & Haeffele, 2012). In the case discussed in this paper, the population refers to the whole class of individuals from whom the sample were picked in order to carry with the research.
The sample size refers to the number of individuals picked from the population with whom the research is carried out using (Kumar, 2011). In the research referred to in this paper, probability sampling, was carried out under which there was random sampling. 20 members from the class were picked randomly in order to carry with the research.
The unit of analysis refers to the major entity which is being studied in the research. In a carried research, there is always the body which is studied, the aspect which the researcher is interested in (Singh, & Nath, 2010). The unit of analysis in the research is the business organization in which the impact of social network on the businesses is taken to consideration.
Research instruments refers to the measurement tools which are used in a particular research (Creswell, & Creswell, 2013). The research instruments used in a particular research are determined by the methodology of the research. As the carried research used survey methodology, in which sampling is also used, the predominant research instrument in use in the research is the questionnaire, in which the respondents data shall be collected from after giving suitable answers to the desirable questions.
Reliability and validity refers to the approval that a research can be stable even when carried in other times and gives the measurements that are supposed to be measured (Loseke, 2013). Reliability is not a guarantee of validity and therefore, the carried research was valid in that the validity was perfect as the results given bases on what should be measured. However, the reliability is questionable as the research only bases on one particular kind of business, which is transport, still strengthening on air transport. Therefore, results from the research might not work out or be the same as that from other types of businesses.
Pre-testing is an important aspect in a research as it helps to identify problems that might arise in the research (Leavy, 2017). A small population is taken and the methodology administered, for instance, in the carried research, questionnaires are administered and identified if there is any interpretational problem or such which is corrected prior to actual research.
The qualitative data analysis method for use in the research is the content examination system (Creswell, 2014). The reason for the choice of the data analysis method is due to the availability of qualitative data which are preferably analyzed through content data analysis or valid results.
Data collection is the process of gathering and measuring information in a particular research (Marczyk, Dematteo, & Festinger, 2005). The whole process of using questionnaires to the sampled population in order to acquire results for the research, collecting the results and using the qualitative data analysis system, content examination system falls under data collection.
The most viable results from the research are that social networks in business has both advantages and disadvantages. The statement is coined from the topic as the main aim of the research on basis of the objectives in the carried research has to be reached at. The customer relationship management (CRM) in the transport business, which is then kind of business the research bases on, is strengthened through the use of social networks, in which the preferable network used in the research is social media. The way in which CRM is positively affected through social media in a clear and elaborative manner is an expected result from the study.
The study also takes into consideration the disadvantages of using social networks in businesses. The research expected results is also a negative impact of social media in the transport business. All the results bases on the Qantas Airlines, which is the case study area in the carried research. Qantas Airlines is used as a point of view in which results can be derived on how social media affects the transport system as a whole. Therefore, an expected result from the research is a clear elaboration of both the negative and positive effects of social media observed at Qantas Airlines in the manner which they affect the general CRM in the institution.
The research limitation in the carried research on basis of the research design and methodology is basically the use of the random sampling method in the small group of individuals with an aim of coming up with the results which reflects all businesses. In consideration of the research scope, the general research design and methodology is quite too small to satisfy such as scope. The research design and methodology employed in the carried research relates just to satisfying a research with quite a smaller scope. However, the carried research bases on the identification of the advantages and disadvantages of the use of social networks in business. However, the research design and methodology only looks at a specific business with a few individuals taking part in the actual study. Therefore, there is some lack of reliability as such research design cannot fully satisfy the kind of scope in the research.
6. Contribution and Conclusion
The main contribution of this paper is to help in clearly understanding the effects of social networks in businesses, in which there are both negative and positive effects. The above understanding is derived from the results of the research which are effects of the social media on CRM at Qantas Airlines. In the above case, the social media is a form of social networks, affecting a type of business, the Qantas Airlines, in the aspect of CRM denoting the negative and positive effects, which are treated as the advantages and disadvantages.
In conclusion, the paper clearly brings out the aim and motivation of the project, the research questions of the project, the research design and methodology which is an important aspect in a research as it is more of the backbone in a carried research. The expected results from the research and the limitations of the carried research are also clearly outlined in the paper.
References
Bellamy, C. (2011). Principles of research design. [Place of publication not identified], Sage Publications.
Blessing, L. T. M., Chakrabarti, A., & Blessing, L. T. M. (2009). DRM, a design research methodology. Dordrecht, Springer.
Creswell, J. W. (2014). Research design: qualitative, quantitative, and mixed methods approaches. Thousand Oaks, California, SAGE Publications.
Creswell, J. W., & Creswell, J. W. (2013). Qualitative inquiry & research design: choosing among five approaches. Los Angeles, SAGE Publications.
Khan, J. A. (2011). Research methodology. New Delhi, APH Publishing Corporation.
Kumar, R. (2011). Research methodology: a step-by-step guide for beginners. London: SAGE Publications Ltd. https://nls.ldls.org.uk/welcome.html?ark:/81055/vdc_100025410580.0x000001.
Lapan, S. D., Quartaroli, M. T., & Riemer, F. J. (2012). Qualitative research: an introduction to methods and designs. San Francisco, Jossey-Bass. https://www.dawsonera.com/depp/reader/protected/external/AbstractView/S9781118118832.
Leavy, P. (2017). Research design: quantitative, qualitative, mixed methods, arts-based, and community-based participatory research approaches. Guilford Publications.
Loseke, D. R. (2013). Methodological thinking: basic principles of social research design. Los Angeles, SAGE Publications.
Malhotra, N. K., Sheth, J. N., & Wu, L. (2011). Research methodology: research design and data analysis. Los Angeles [u.a.], Sage.
Marczyk, G. R., Dematteo, D., & Festinger, D. (2005). Essentials of research design and methodology. Hoboken, N.J., John Wiley & Sons. https://www.123library.org/book_details/?id=5683.
Singh, Y. K., & Nath, R. (2010). Research methodology. New Delhi, A.P.H. Publishing Corporation.
Vogt, W. P., Gardner, D. C., & Haeffele, L. M. (2012). When to use what research design. New York, Guilford Press.
Yin, R. K. (2013). Case study research: design and methods.
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