Evaluation And Methods Of Data Collection For Zara And H & M Based On Customer Satisfaction

2225 WordsOct 7, 20149 Pages
In this report, customer satisfaction will be done by the survey. Generally many researches on customer satisfaction survey were carried out by the survey method of mail, telephone, and personal interview (McNeal et al. 1979 and Peterson and Wilson 1992). By using survey responses, the company will obtain feedback from the customers and also give an indication that the company is paying attention to its customers. Respondents can be asked to rank the various elements in their opinion. This technique is also known by the term importance-performance analysis (Martilla and James, 1997). 3.1 Research Plan and Methods of Data Collection The concept of implementation planning study explained in the following picture: 3.2 Research Design Alternatives methodology 3.2.1 Research Philosophy The Realism philosophy will be used in this methodology. Because it will be affected for the company to be able to provide a better service in the future for Zara and H&M based on customer satisfaction. The analysis that has been used in this report was by Mc Excel, SPSS, and Minitab. 3.2.2 Research approach The approach in this study is inductive, because it will explain only one object which is about customer satisfaction rather than consumer behaviour. Also, only 5 dimensions that will be taken based on customer satisfaction. 3.2.3 Strategy This study will be using survey which is provided questionnaire to the people based on customer satisfaction of Zara and H&M.

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