Sample Research Proposal

Different research was done on the positive relationship between service quality and customer satisfaction. In the other words, if service quality decreases quickly, customer satisfaction declines dramatically and if service quality grows radically, customer satisfaction rises rapidly

It requires a great deal of effort to induce satisfied customer to switch away from their current existing. Thus, customer satisfaction is been given top priority in today’s competitive world.

The model shows the difference between customer’s perceptions and expectation of the service received by the provider (Parasuraman et al., 1985). This process is undergone to calculate the difference in the gap between the consumer perception of the service quality and the service that the customer perceived. This method relates to both the delivery process and the outcome of the service (Parasuraman et al., 1985).

Due to the above the management is interested in measuring the current level of customer satisfaction, identifying the events seen as most unfavourable by customers, and proposing and identifying possible courses of action most preferred by customers. Corrective actions include assessing and improving the quality of service provided when answering to customers’ inquiries, providing periodic training to division’s employees in order to maintain a high level of expertise, improving

Surveys, feedback forms and other data collection techniques are all ways in which a company is able to determine the customer experience and analyse any customer service performance dat. Once any data has been collected it must be analysed in a way that can provide feedback to the company in such a way that action can be taken as a result. For many companies this will be a continuous cycle of improvement

The current research will be a cross-sectional study using data collected at a single point. This design will measure the attitudes and experiences of consumers. In practice, the study will include elements of descriptive and analytical. Using this method, a random sample of consumers will estimate the prevalence of satisfied consumers receiving services from January 1, 2015, to January 1, 2016 at PMBH-SCU. Additionally, cross-sectional approach will allow the study to investigate the association between consumer satisfaction and the effectiveness service coordinators. This research will be implemented on February 20, 2016. Thus, participating consumers’ length of services must fill between a year, and (or) approaching termination. This study will conduct one measurement and will provide a “snapshot” of client satisfaction and the characteristics associated with

The main body of the literature review commences with a quick history of consumerism and customer satisfaction and the effects of proper implementation. Various secondary sources examine survey and questionnaire reliability, deciphering such information, along with the

The Robustness of the Effects of Consumers’ Participation in Market Research that pointed out three different point of customer service.” The first expecting to evaluate on the service provider’s performance evaluation is enduring and lasts beyond the immediate aftermath of the service

The cognitive dissonance theory by Leon Festinger is one of the most popular social psychology theories (p.247). Have you ever made a decision that went against your moral code by justified your actions by some excuse? “Well, my friends did it,”, “It looked like fun,”, or my favorite, “I did not think I would get caught!” You’re not the only person to experience this. These are classic reasons that people tell themselves or others whenever they made an action that did not coincide with their moral compass. One does this in order to achieve balance or consistency between one’s logic and behavior.

Hailed as a signature piece of social psychology, this determination of cognitive dissonance helps to explain an individual's response when faced with a conflicting view. In full, their hypothesis reads, “If you believe ‘X’ but publically state ‘not X’ you will experience the discomfort of cognitive dissonance. However, if you know that the reason of rewards, or threats of punishment, then your dissonans will be reduced or eliminated. Therefore, the more you view your inconsistent behavior to be of your own choosing, the greater will be your dissonance”(Hock 184). In layman's terms, they wished to see how people act when made to stand against their own

In 1959 Leon Festinger and J. Merrill Carlsmith conducted research designed to show to what extent cognitive dissonance can affect a person’s attitudes or beliefs. And also how this dissonance can be created

The cognitive dissonance theory specifies that inconsistencies in an individual’s thoughts and actions lead to mental tension, dissonance, and cause us to take actions to reduce this dissonance. Actions include either changing the way you think about something or the way you action. The amount of dissonance can vary depending on justification; an unjustifiable causes more dissonance in comparison to acting with a good enough reason, depends how the individual’s morals. In Festinger and Carlsmith’s study, individuals were either given $1 or $20 to state opinions that weren’t consistent with there own. Individuals who were paid $1 had less justification for the inconsistency which lead to higher levels of dissonance. As a result, they were more

The procedure of conducting this report will involve interviews with the client, observation, and questioners. “The experience that individuals have with a company and then what they hear from friends and family influence their perception of and likelihood to do business with a company” (Yahalom). Interview customers to gauge their satisfaction help companies’ measure satisfaction, identify unhappy customers and find potential supporters. In task two we will observe the reaction of the client to determine area of service that needs improvement. When they are receiving or have already received the services..On task three we will collect data on costs that are needed to implement suggestion of the customer found from the survey.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Kotler & Keller (2008) build on this definition, stating that customer satisfaction is determined by “the degree to which someone is happy or disappointed with the observed performance of a product in relation to his or her expectations”. Performance that is below expectations leads to a dissatisfied customer, while performance that satisfies expectations produces satisfied customers. Expectations being exceeded leads to a “very satisfied or even pleasantly surprised customer” (Kotler & Keller, 2003, p. 80).