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Contents
1.0: Background......................................................................................................... 2
1.1: Problem Statement.............................................................................................. 2
1.3: Research Purpose................................................................................................ 2
1.4: Research Design:................................................................................................. 2
1.5: Research model:.................................................................................................. 3
1.6: Budget and timeline............................................................................................ 8
Works Cited................................................................................................................ 9
1.0: Background:
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Research Proposal
Computers R Us is a company that made computers and worked as a retailer. They now
established a separate division for better service facilities and provide repairing facilities. The
name of this division is Complete Care, in its they provide services of repairing its
portable/laptop/notebook computers. Through this division they promise with customers that
they provide quick response to all type of technical enquiries that customers forward them and
repair all warranty items.
The Complete Care division was now faced some difficulties that are related to, shortage of
experienced and trained operators, machines that pick and deliver couriers from customers sides
are in repair centre for repairing but this process is unreliable. Other issue that they faced was
that some parts and machines were not available.
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Research Proposal
The company has to do a lot of work in efficiency, competency and technical level so that they
raised its performance in these fields.
C u stom e r
S atisfactio n
Perform ance
Techica l
Workers
Research Proposal
different areas through which the data is being collected. Simple random sample technique is
used to collect the data from the customers by giving them assurance that all record will be kept
confidential.
1.5.4: Data collection method:
Questionnaire is used as an instrument in order to collect the data. Questionnaire comprises 39
testimonials. A 5 point like rt scale is used for getting answers of sensation and reactions of
Customers. The 5 point scale is labeled as
1= strongly disagree, 2= Disagree, 3= Moderate, 4= Agree, 5= strongly agree
1.5.5: Measures:
Customer satisfaction questionnaire was developed by (Evangelos Grigoroudis, 2010) and
Company performance questionnaire was developed by (Hayes, 2008). As the value of
Cronbachs alpha is .892 variable of the study are reliable.
1.5.6: Data analysis:
Data was analyses on SPSS(20.0) which is common software used by the researcher .
Table#1
Table 1: Demographic profile of respondents
Characteristics
Gender
Male
Female
AGE
20-29
30-39
40-49
Marital status
Married
Unmarried
Qualification
Graduate
Post graduate
Job experience
1-5
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Frequency
Percentage
245
135
86.6
56.6
183
111
41
54.6
33.1
12.2
152
183
45.4
54.6
125
210
37.7
62.7
210
62.7
Research Proposal
5-10
11-15
Monthly income
10,000-20,000
21,000-30,000
31,000-40,000
above 40,000
Nature of Job
Permanent
Contractual
103
22
30.7
6.6
263
60
4
8
78.5
17.9
1.2
2.4
154
181
46.0
54.0
Table #1
It indicate demographic information from 1 area shows that there are more males N=335 and
mostly customers fall in the age group of 20-29 and ratio of unmarried are more than married.
The demographic information shows that many customers are more qualified and mostly fall in
graduate category having37.7%. 62.7 % respondents have 1-5 years experience. 78.5%
respondent have monthly income of between $10,000- $20,000 (n=263). In nature of job group
the ratio of contractual Customers 54.0 % is more than permanent.
Variables
Customer Satisfaction
Company Performance
Technical Staff
Mean
3.1773
3.6592
3.8126
Std. Deviation
.75757
.69849
.62171
Table 2 indicates the mean and Std. deviation of the responses. Respondent given the answers
on 5 point like rt scale. The calculated mean of job stress is (3.1773) shows that responses of
customers are neutral it means they might face issues .The calculated mean of company
performance is (3.6592) which means that if they hire qualified technical staff then customers are
satisfied with them and their performance. The mean of Technical staff e is (3.8126) which show
that mostly customers are agreed with the statements that technical workers resolve their
majority of issues.
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Research Proposal
Variables
Customers Satisfaction
Company Performance
Qualified Workers
C.S.
1
.184**
258**
C.P.
Q.W.
1
.747**
Research Proposal
C.P----C.S
Q.W---- C.P.
C.S.*Q.W---C.P.
R2
.184
.747
.453
.340
.559
.205
11.674
421.367
86.071
Sig
.001
.000
.000
.184
.747
.453
Research Proposal
Our result shows that Customers satisfaction and company performance has strong and
significant relationship and qualified workers are strongly effected company performance and
having a good relationship
June
25,000
July
25,000
Total
93,200
trained workers
Operating cost
Activities
3000
4000
3000
17,400
3000
17,400
3000
2,400
12,000
41,200
Cost
Equipment Cost
Total
6000
38,000
8000
30,900
10,000
55,500
8000
31,300
32,000
1,78,400
Works Cited
Evangelos Grigoroudis, Y. S. (2010). Customer Satisfaction Evaluation. NewYork:
Springer Science & Business Media. .
Hayes, B. E. (2008). Measuring Customer Satisfaction and Loyalty. Milwaukee: ASQ
Quality Press.
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Research Proposal
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