Discuss about the Significance of Proper Customer Services.
This research study focuses on the significance of proper customer services in order to satisfy the customers. In this particular research study, the focus will be on the recently launched division of Computers R namely CompleteCare. As per the article by Morimoto et al. (2016), increasing competition forces organizations to utilize unique marketing strategy so that it can able to competitive advantage in the market. However, the study mentions that CompleteCare is struggling to employ trained technical operators to provide effective service the customers. The study also highlights that CompleteCare also facing issues in getting proper parts for repair. Furthermore, the study also highlights that CompleteCare also have issues regarding courier services, which are necessary for delivering customers machines to the repair centre. Therefore, it has affected satisfaction level of the customers (Panteleev, Kamaev & Kizim, 2014). As a result, the company has started to get lot of complains regarding poor services.
As discuss earlier, CompleteCare does not able to implement its service program effectively. Therefore, the researcher will consider all the factors related to the newly launched service program of CompleteCare in order to identify the kind of impact it can have on the satisfaction level of the customers (Park, Jung & Park, 2013). The researcher will consider several factors such as courier service, trained employee about the implementation of effective customer service. The research study will also focus on to highlight the amount of benefits that CompleteCare can able to have if they are able to resolve the above mention issue. The researcher will also try to identify the best possible strategies that can have maximum amount of impact on the customer satisfaction level.
As mentions by Creswell (2013), research design plays a key role in fulfilling the objective of the research study. For evaluating the all the perspective of customer service, the researcher will focus on to implement a systematic procedure. The researcher will implement a systematic procedure so that it can able to cover all the aspect of the research study. Firstly, the researcher will try to identify the prime factors that are creating difficulties for the effective implementation of the service program. Thereafter, the researcher will evaluate all the identified factors in order to assess which factor can have most impact on the effectiveness of the service program. Then the researcher will focus on to develop methodology to capture information relevant to the research topic. For the evaluation of the research study, the researcher will select positivism research philosophy inductive approach and descriptive research design. After the completion of the data collection procedure, the researcher will analyze the capture data so that it can able to depict the objective of the research study (Schwartz-Shea & Yanow, 2013). Lastly, the researcher will compile the complete research work so that it can able to depict what have to be done in order to implement an effective repair and support service.
As mentions by Pickard (2012) research philosophy will have to be formulated based on the type of required data for the analysis and evaluation of the research study. There are primarily three types of research philosophy namely realism, positivism and interpretivism that a researcher can consider to evaluate a particular research topic. Positivism research philosophy is selected where the researcher consider to implement scientific method for the successful completion of the research study. Realism refers to the view, which theories refer to the real features of the world. On the other hand, interpretivism research philosophy evaluates data from the qualitative angle (Nieveen & Folmer, 2013). For the evaluation of the issues generated in the newly developed branch of Computer R, the researcher will choose positivism research philosophy. Since, positivism research philosophy is selected where the researcher is looking to gather knowledge through the data collection procedure. The researcher will also consider positivism philosophy, as it has the potential to assist the researcher to utilize several statistical tools to analyze the captured information.
As describes by Vithal & Jansen (2012) research approach has a critical role in order to complete a particular research topic within the given timeframe. Research approach primarily has two parts namely deductive research approach and inductive research approach. Traditionally, deductive approach is utilized where several theories and concepts are required for the value addition of the research study. Since, deductive approach allows the researcher to consider different previously used concepts and theories relevant to the research topic. On the other hand, inductive research approach considers data collection process. It also helps the researcher to utilize the collected data establish new concepts and theories (Vaishnavi & Kuechler, 2015). For the evaluation of the CompleteCare support and repair service, the researcher will implement inductive research approach. Since, the researcher is focusing on the analysis of different perspectives of customers as well as the employees of CompleteCare. Inductive approach will provide the researcher practical information regarding the customer satisfaction level with the newly launched division of Computers R.
As per the article by Gray & Malins (2016), research design can be separated into two parts namely descriptive research design and conclusive research design. Descriptive research design can provide assistance in analyzing several aspects of the research study. On the other hand, conclusive research design is more likely to utilize analytical and statistical tools for the evaluation of the research study. For the evaluation of the customer support and service perspective, the researcher will utilize descriptive research design. Since, it will allow the researcher to cover all the aspects of the researcher study. In addition, descriptive research design can also have a significant role in enhancing the knowledge level of the researcher regarding the kind of impact that repair service and customer support can have on the satisfaction level of the customers.
From the above discussion, it can be assess that all the customers and employees of CompleteCare are the entire population of the research study. Since, the research study focuses on the kind of impact that a proper service and support procedure can have on the satisfaction level of the customers. It has to consider all the potential customers of the company within the population of the research study. Therefore, the researcher will not able to collect information from the entire population, as it will require too much money and time. Thus, sampling method will have to be implemented by the researcher in order to complete the research study within the expected timeframe. As mentions by Merriam & Tisdell (2015) sampling technique can be divided into two parts non-probability sampling technique and probability sampling technique. The article reflects that sample is a part of the entire population. Therefore, selection sampling technique is critical for the success of the entire research study. Probability sampling refers to a sampling method where each and every people of the population has a nonzero and known probability of selection. On the other hand, non-probability sampling refers to a method where every people are selected based on the personal convenience and judgment. In non-probability sampling method, probability of selection method is unknown.
For analyzing the impact of customer support and repair service on the satisfaction level, the researcher will implement non-probability sampling technique. The researcher will utilize non-probability sampling method, as it will allow the research study to choose people whom can provide in-depth information about the research topic. In addition, this sampling technique will also allow the researcher to select people based on connivance, which can have major impact on the minimization of the budget of the research study. Thus, the research will utilize convenience sampling in this research study. The researcher also utilizes judgment non-probability sampling, as it will help the researcher to select sample based on the personal judgment. However, the researcher will try not to implement quota sampling technique, as it can affect the overall outcome of the research study. For this particular study, the researcher will choose 60 regular customers and 10 managers of the CompleteCare. The researcher will utilize company’s customer information in order to identify the most regular customers of the organization.
As per the article by Mitchell & Jolley (2012) data collection and analysis is probably the most significant part for the successful completion of any research study. Generally, secondary and primary data collection method is the most common way collecting information regarding to a particular research topic. In this particular research study, the researcher will consider both secondary and primary data collection technique. Since, repair service and support impact on customer satisfaction is a broad topic. It will induce the researcher to consider both the data collection technique. In addition, it will also assist the researcher to add value to the research study.
For the collection of the secondary data, the researcher will utilize internet and other secondary sources. Since, satisfying customer is among the major concern of any organization. Many studies have conducted in this particular topic (Blondel et al., 2013). Thus, by implementing secondary data collection technique, the researcher can have an in-depth analysis of the research study. The researcher will utilize different books, business magazines, newspaper, and trusted websites to collect information about the research topic. Furthermore, secondary information will also allow the researcher to implement different theories and concepts relevant to the research topic.
On the other hand, the researcher will also utilize primary data collection technique in order to assess the kind of impact that effective repair service and support can have on the overall satisfaction level of the customers. In this study, the researcher will implement survey technique for capturing effective primary data relevant to the research topic. As mentioned earlier, customer topic is a very broad concept, can depend on different factors. Therefore, the researcher will implement both qualitative and quantitative data collection technique. For collecting information from 60 regular customers, the researcher will develop a quantitative questionnaire. In this quantitative questionnaire, the researcher will only include closed-end questions so that it can able to depict a trend related to the impact of repair and support service on customer satisfaction. The researcher will utilize interview technique to capture quantitative information about the research topic. On the other hand, the research will formulate another questionnaire for the managers for the collection of qualitative information. In the qualitative questionnaire, the researcher will only include open-end questions. The researcher will utilize open-end question for the analysis of the customer satisfaction, as it will allow the research study to cover different perspective of the entire research study. The research will utilize telephone, email and fax for the collection of qualitative information about the research study. The researcher will use these medium so that the research study can be completed within the expected timeframe successfully.
After the completion of the data collection procedure, the researcher will focus on the analysis of the collected data so that it can able to fulfill the objective of the research study successfully. In this particular research study, the researcher will consider several statistical methods and techniques so that it can able to analyze the captured information effectively. The researcher will implement different statistical tool for the qualitative and quantitative data. Statistical tools like mean, median, mode, standard deviation, regression and correlation techniques will be utilize for the effective analysis of the collected data (Seidman, 2013).
As per the article by Collis & Hussey (2013), selection of timeframe and budget is critical for the overall success of the research study. Since, it has the potential to allow or restrict the researcher to implement any particular strategy, which is crucial to the success of the research study. However, in this research study, both time and budget are the prime constraints. As the researcher will only invest $5000 for the completion of the entire research study. On the other hand, the researcher will develop 15-week plan in which the entire research will be conducted.
Table 1:
|
Activities |
1-2 week |
3-5 week |
6-8 week |
9-10 week |
11-12 week |
13-14 week |
14-15 week |
|
Identification of the research problem |
ü |
||||||
|
Evaluation of the purpose of the research study |
ü |
ü |
|||||
|
Consideration of research design |
ü |
ü |
ü |
||||
|
Implementation of research design |
ü |
ü |
|||||
|
Collection of primary and secondary data |
ü |
ü |
|||||
|
Implementation of data collection, process and analysis |
ü |
ü |
|||||
|
Development of conclusion |
ü |
||||||
|
Submission of complete work |
ü |
(Table 1: Gantt chart; Source: Lau, 2014)
Table 2:
|
Problems being addressed |
Frequency (%) |
|
Trained professional |
37 |
|
Ineffective courier service |
23 |
|
Late response |
5 |
|
Miscommunication |
15 |
|
Availability of parts of the computer |
20 |
Table 2: Address problems
(Source: As created by the author)
References:
Blondel, A., Bravar, A., Pohl, M., Bachmann, S., Berger, N., Kiehn, M., & Schultz-Coulon, H. C. (2013). Research Proposal for an Experiment to Search for the Decay { mu}-> eee. arXiv preprint arXiv:1301.6113.
Collis, J., & Hussey, R. (2013). Business research: A practical guide for undergraduate and postgraduate students. Palgrave macmillan.
Creswell, J. W. (2013). Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications.
Gray, C., & Malins, J. (2016). Visualizing research: A guide to the research process in art and design. Routledge.
Lau, J. T. C. (2014). Design by Means of Archival Research: Exploring the Notion of Multiple Interpretations and the Proposal for Another Ditchley Portrait (Doctoral dissertation, UCL (University College London)).
Merriam, S. B., & Tisdell, E. J. (2015). Qualitative research: A guide to design and implementation. John Wiley & Sons.
Mitchell, M. L., & Jolley, J. M. (2012). Research design explained. Cengage Learning.
Morimoto, H., Yamada, M., Muramatsu, N., & Ukai, H. (2016). U.S. Patent No. 20,160,085,864. Washington, DC: U.S. Patent and Trademark Office.
Nieveen, N., & Folmer, E. (2013). Formative evaluation in educational design research. Design Research, 153.
Panteleev, V. V., Kamaev, V. A., & Kizim, A. V. (2014). Developing a Model of Equipment Maintenance and Repair Process at Service Repair Company Using Agent-Based Approach. Procedia Technology, 16, 1072-1079.
Park, M., Jung, K. M., & Park, D. H. (2013). Optimal post-warranty maintenance policy with repair time threshold for minimal repair. Reliability Engineering & System Safety, 111, 147-153.
Pickard, A. (2012). Research methods in information. Facet publishing.
Schwartz-Shea, P., & Yanow, D. (2013). Interpretive research design: Concepts and processes. Routledge.
Seidman, I. (2013). Interviewing as qualitative research: A guide for researchers in education and the social sciences. Teachers college press.
Vaishnavi, V. K., & Kuechler, W. (2015). Design science research methods and patterns: innovating information and communication technology. Crc Press.
Vithal, R., & Jansen, J. (2012). Designing your first research proposal: a manual for researchers in education and the social sciences. Juta and Company Ltd.
Discuss about the Significance of Proper Customer Services.
This research study focuses on the significance of proper customer services in order to satisfy the customers. In this particular research study, the focus will be on the recently launched division of Computers R namely CompleteCare. As per the article by Morimoto et al. (2016), increasing competition forces organizations to utilize unique marketing strategy so that it can able to competitive advantage in the market. However, the study mentions that CompleteCare is struggling to employ trained technical operators to provide effective service the customers. The study also highlights that CompleteCare also facing issues in getting proper parts for repair. Furthermore, the study also highlights that CompleteCare also have issues regarding courier services, which are necessary for delivering customers machines to the repair centre. Therefore, it has affected satisfaction level of the customers (Panteleev, Kamaev & Kizim, 2014). As a result, the company has started to get lot of complains regarding poor services.
As discuss earlier, CompleteCare does not able to implement its service program effectively. Therefore, the researcher will consider all the factors related to the newly launched service program of CompleteCare in order to identify the kind of impact it can have on the satisfaction level of the customers (Park, Jung & Park, 2013). The researcher will consider several factors such as courier service, trained employee about the implementation of effective customer service. The research study will also focus on to highlight the amount of benefits that CompleteCare can able to have if they are able to resolve the above mention issue. The researcher will also try to identify the best possible strategies that can have maximum amount of impact on the customer satisfaction level.
As mentions by Creswell (2013), research design plays a key role in fulfilling the objective of the research study. For evaluating the all the perspective of customer service, the researcher will focus on to implement a systematic procedure. The researcher will implement a systematic procedure so that it can able to cover all the aspect of the research study. Firstly, the researcher will try to identify the prime factors that are creating difficulties for the effective implementation of the service program. Thereafter, the researcher will evaluate all the identified factors in order to assess which factor can have most impact on the effectiveness of the service program. Then the researcher will focus on to develop methodology to capture information relevant to the research topic. For the evaluation of the research study, the researcher will select positivism research philosophy inductive approach and descriptive research design. After the completion of the data collection procedure, the researcher will analyze the capture data so that it can able to depict the objective of the research study (Schwartz-Shea & Yanow, 2013). Lastly, the researcher will compile the complete research work so that it can able to depict what have to be done in order to implement an effective repair and support service.
As mentions by Pickard (2012) research philosophy will have to be formulated based on the type of required data for the analysis and evaluation of the research study. There are primarily three types of research philosophy namely realism, positivism and interpretivism that a researcher can consider to evaluate a particular research topic. Positivism research philosophy is selected where the researcher consider to implement scientific method for the successful completion of the research study. Realism refers to the view, which theories refer to the real features of the world. On the other hand, interpretivism research philosophy evaluates data from the qualitative angle (Nieveen & Folmer, 2013). For the evaluation of the issues generated in the newly developed branch of Computer R, the researcher will choose positivism research philosophy. Since, positivism research philosophy is selected where the researcher is looking to gather knowledge through the data collection procedure. The researcher will also consider positivism philosophy, as it has the potential to assist the researcher to utilize several statistical tools to analyze the captured information.
As describes by Vithal & Jansen (2012) research approach has a critical role in order to complete a particular research topic within the given timeframe. Research approach primarily has two parts namely deductive research approach and inductive research approach. Traditionally, deductive approach is utilized where several theories and concepts are required for the value addition of the research study. Since, deductive approach allows the researcher to consider different previously used concepts and theories relevant to the research topic. On the other hand, inductive research approach considers data collection process. It also helps the researcher to utilize the collected data establish new concepts and theories (Vaishnavi & Kuechler, 2015). For the evaluation of the CompleteCare support and repair service, the researcher will implement inductive research approach. Since, the researcher is focusing on the analysis of different perspectives of customers as well as the employees of CompleteCare. Inductive approach will provide the researcher practical information regarding the customer satisfaction level with the newly launched division of Computers R.
As per the article by Gray & Malins (2016), research design can be separated into two parts namely descriptive research design and conclusive research design. Descriptive research design can provide assistance in analyzing several aspects of the research study. On the other hand, conclusive research design is more likely to utilize analytical and statistical tools for the evaluation of the research study. For the evaluation of the customer support and service perspective, the researcher will utilize descriptive research design. Since, it will allow the researcher to cover all the aspects of the researcher study. In addition, descriptive research design can also have a significant role in enhancing the knowledge level of the researcher regarding the kind of impact that repair service and customer support can have on the satisfaction level of the customers.
From the above discussion, it can be assess that all the customers and employees of CompleteCare are the entire population of the research study. Since, the research study focuses on the kind of impact that a proper service and support procedure can have on the satisfaction level of the customers. It has to consider all the potential customers of the company within the population of the research study. Therefore, the researcher will not able to collect information from the entire population, as it will require too much money and time. Thus, sampling method will have to be implemented by the researcher in order to complete the research study within the expected timeframe. As mentions by Merriam & Tisdell (2015) sampling technique can be divided into two parts non-probability sampling technique and probability sampling technique. The article reflects that sample is a part of the entire population. Therefore, selection sampling technique is critical for the success of the entire research study. Probability sampling refers to a sampling method where each and every people of the population has a nonzero and known probability of selection. On the other hand, non-probability sampling refers to a method where every people are selected based on the personal convenience and judgment. In non-probability sampling method, probability of selection method is unknown.
For analyzing the impact of customer support and repair service on the satisfaction level, the researcher will implement non-probability sampling technique. The researcher will utilize non-probability sampling method, as it will allow the research study to choose people whom can provide in-depth information about the research topic. In addition, this sampling technique will also allow the researcher to select people based on connivance, which can have major impact on the minimization of the budget of the research study. Thus, the research will utilize convenience sampling in this research study. The researcher also utilizes judgment non-probability sampling, as it will help the researcher to select sample based on the personal judgment. However, the researcher will try not to implement quota sampling technique, as it can affect the overall outcome of the research study. For this particular study, the researcher will choose 60 regular customers and 10 managers of the CompleteCare. The researcher will utilize company’s customer information in order to identify the most regular customers of the organization.
As per the article by Mitchell & Jolley (2012) data collection and analysis is probably the most significant part for the successful completion of any research study. Generally, secondary and primary data collection method is the most common way collecting information regarding to a particular research topic. In this particular research study, the researcher will consider both secondary and primary data collection technique. Since, repair service and support impact on customer satisfaction is a broad topic. It will induce the researcher to consider both the data collection technique. In addition, it will also assist the researcher to add value to the research study.
For the collection of the secondary data, the researcher will utilize internet and other secondary sources. Since, satisfying customer is among the major concern of any organization. Many studies have conducted in this particular topic (Blondel et al., 2013). Thus, by implementing secondary data collection technique, the researcher can have an in-depth analysis of the research study. The researcher will utilize different books, business magazines, newspaper, and trusted websites to collect information about the research topic. Furthermore, secondary information will also allow the researcher to implement different theories and concepts relevant to the research topic.
On the other hand, the researcher will also utilize primary data collection technique in order to assess the kind of impact that effective repair service and support can have on the overall satisfaction level of the customers. In this study, the researcher will implement survey technique for capturing effective primary data relevant to the research topic. As mentioned earlier, customer topic is a very broad concept, can depend on different factors. Therefore, the researcher will implement both qualitative and quantitative data collection technique. For collecting information from 60 regular customers, the researcher will develop a quantitative questionnaire. In this quantitative questionnaire, the researcher will only include closed-end questions so that it can able to depict a trend related to the impact of repair and support service on customer satisfaction. The researcher will utilize interview technique to capture quantitative information about the research topic. On the other hand, the research will formulate another questionnaire for the managers for the collection of qualitative information. In the qualitative questionnaire, the researcher will only include open-end questions. The researcher will utilize open-end question for the analysis of the customer satisfaction, as it will allow the research study to cover different perspective of the entire research study. The research will utilize telephone, email and fax for the collection of qualitative information about the research study. The researcher will use these medium so that the research study can be completed within the expected timeframe successfully.
After the completion of the data collection procedure, the researcher will focus on the analysis of the collected data so that it can able to fulfill the objective of the research study successfully. In this particular research study, the researcher will consider several statistical methods and techniques so that it can able to analyze the captured information effectively. The researcher will implement different statistical tool for the qualitative and quantitative data. Statistical tools like mean, median, mode, standard deviation, regression and correlation techniques will be utilize for the effective analysis of the collected data (Seidman, 2013).
As per the article by Collis & Hussey (2013), selection of timeframe and budget is critical for the overall success of the research study. Since, it has the potential to allow or restrict the researcher to implement any particular strategy, which is crucial to the success of the research study. However, in this research study, both time and budget are the prime constraints. As the researcher will only invest $5000 for the completion of the entire research study. On the other hand, the researcher will develop 15-week plan in which the entire research will be conducted.
Table 1:
|
Activities |
1-2 week |
3-5 week |
6-8 week |
9-10 week |
11-12 week |
13-14 week |
14-15 week |
|
Identification of the research problem |
ü |
||||||
|
Evaluation of the purpose of the research study |
ü |
ü |
|||||
|
Consideration of research design |
ü |
ü |
ü |
||||
|
Implementation of research design |
ü |
ü |
|||||
|
Collection of primary and secondary data |
ü |
ü |
|||||
|
Implementation of data collection, process and analysis |
ü |
ü |
|||||
|
Development of conclusion |
ü |
||||||
|
Submission of complete work |
ü |
(Table 1: Gantt chart; Source: Lau, 2014)
Table 2:
|
Problems being addressed |
Frequency (%) |
|
Trained professional |
37 |
|
Ineffective courier service |
23 |
|
Late response |
5 |
|
Miscommunication |
15 |
|
Availability of parts of the computer |
20 |
Table 2: Address problems
(Source: As created by the author)
References:
Blondel, A., Bravar, A., Pohl, M., Bachmann, S., Berger, N., Kiehn, M., & Schultz-Coulon, H. C. (2013). Research Proposal for an Experiment to Search for the Decay { mu}-> eee. arXiv preprint arXiv:1301.6113.
Collis, J., & Hussey, R. (2013). Business research: A practical guide for undergraduate and postgraduate students. Palgrave macmillan.
Creswell, J. W. (2013). Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications.
Gray, C., & Malins, J. (2016). Visualizing research: A guide to the research process in art and design. Routledge.
Lau, J. T. C. (2014). Design by Means of Archival Research: Exploring the Notion of Multiple Interpretations and the Proposal for Another Ditchley Portrait (Doctoral dissertation, UCL (University College London)).
Merriam, S. B., & Tisdell, E. J. (2015). Qualitative research: A guide to design and implementation. John Wiley & Sons.
Mitchell, M. L., & Jolley, J. M. (2012). Research design explained. Cengage Learning.
Morimoto, H., Yamada, M., Muramatsu, N., & Ukai, H. (2016). U.S. Patent No. 20,160,085,864. Washington, DC: U.S. Patent and Trademark Office.
Nieveen, N., & Folmer, E. (2013). Formative evaluation in educational design research. Design Research, 153.
Panteleev, V. V., Kamaev, V. A., & Kizim, A. V. (2014). Developing a Model of Equipment Maintenance and Repair Process at Service Repair Company Using Agent-Based Approach. Procedia Technology, 16, 1072-1079.
Park, M., Jung, K. M., & Park, D. H. (2013). Optimal post-warranty maintenance policy with repair time threshold for minimal repair. Reliability Engineering & System Safety, 111, 147-153.
Pickard, A. (2012). Research methods in information. Facet publishing.
Schwartz-Shea, P., & Yanow, D. (2013). Interpretive research design: Concepts and processes. Routledge.
Seidman, I. (2013). Interviewing as qualitative research: A guide for researchers in education and the social sciences. Teachers college press.
Vaishnavi, V. K., & Kuechler, W. (2015). Design science research methods and patterns: innovating information and communication technology. Crc Press.
Vithal, R., & Jansen, J. (2012). Designing your first research proposal: a manual for researchers in education and the social sciences. Juta and Company Ltd.
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