Assessing Customer Satisfaction Among International Students Using Vodafone in Australia

The present research proposal analyzes on the customer satisfaction among the international students using Vodafone in Australia. The main aim of this research study is to assess the satisfaction level of international students towards service provided by Vodafone in Sydney. The sub-objectives of this research study are to understand customer perception about its products and services, to know about the Australian market potential of the Vodafone products and services, and to analyze brand awareness of this company.

Running head: BUSINESS RESEARCH METHODOLOGY
Business Research Methodology
Name of the Student
Name of the University
Author’s Note

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Table of Contents
Introduction......................................................................................................................................2
Project Objective.............................................................................................................................2
Project Scope...................................................................................................................................2
Literature Review............................................................................................................................3
Research Questions..........................................................................................................................3
Research Methodology....................................................................................................................3
Research limitations.........................................................................................................................4
Time schedule..................................................................................................................................4
Conclusion.......................................................................................................................................5

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Introduction
The present research proposal analyzes on the customer satisfaction among the
international students using Vodafone in Australia. Vodafone in Australia is one of the main
players in changing the way by which the international students and Australian customers react
to its products and service usage (Bhatti, Abareshi and Pittayachawan 2016). Vodafone has
shocking record when it comes in dealing with service issues and customer support.
Project Objective
The main aim of this research study is to assess the satisfaction level of international
students towards service provided by Vodafone in Sydney. The sub- objectives of this research
study are-
 To understand customer perception about its products and services
 To know about the Australian market potential of the Vodafone products and services
 To analyze brand awareness of this company
Project Scope
This specific research study provides huge scope to the managers of Vodafone for
knowing about which product and service gives huge satisfaction to its customers. This study
will also help to assess the international student’s needs and wants. This research study will also
aid the company to gauge customers mind and understand varied consumption related aspects of
international students. It will also help the managers of Vodafone to examine behavioral pattern
of potential consumers.

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Literature Review
From personalized customer service to communication solutions and flexible plans that
provide efficiency gains, Vodafone in Australian aims to assure that all customers are satisfied.
Recent evidences reflect that Vodafone has obtained highest consumer satisfaction index in the
telecommunication industry in Australia. Mackay and Weidlich (2014) has found out that most
of the international students consider quality, price and instrument servicing as vital factors while
selecting handset while other students are satisfied over payment system, service quality,
coverage area regarding mobile service provider. However, Vodafone has been reported to
increase its focus on customer service so that they can attain highest reputation in the industry
(Dwivedi 2014).
Research Questions
The primary research question of this study is –
 What kind of service provided by Vodafone enhances satisfaction level of international
students?
The secondary research questions are-
 What does Vodafone’s long term strategic plan means for its customers?
 Do Vodafone has been facing problems regarding the changing needs and wants of
international students?
Research Methodology
This section focuses on the methods adopted for conducting this research study.
Descriptive research design will be adopted in this study as it is the basis of defining research
problem. Moreover, deductive approach will be integrated for this study in order to generalize

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findings of research, avoid risk and complete the research within short time. Furthermore, data
will be collected through primary method (Hoy and Adams 2015). The primary data will be
collected through survey questionnaire procedure. The survey procedure will be taken in
Australia where the customers of Vodafone will be given a structured questionnaire . Based on
their response, the data analysis will be done. However, this method will help to provide accurate
outcome of this research.
Research limitations
Few limitations might occur while conducting this research study. The international
students arriving in Australia might be unwilling to give biased answer to the questionnaire
provided to them. The customers might be unwilling to voluntarily participate in the survey
process. This in turn can create difficulty in attaining data for this research.
Time schedule
Research
Activities
1st week 2nd week 3rd week 4th week 5th and 6th
week
7th week
Selection of
research topic
Developing
research plan
Literature review
Research Design

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Research
Methodology
Primary data
collection
Conclusion and
recommendations
Conclusion
From the above discussion, it can be concluded that Vodafone in Australia has been
gaining competitive advantage over its rivalries owing to attraction of large number of customers
and providing highest satisfaction level to the international students. The international students
are benefitting from the service provided by this mobile service provider. However, Vodafone
has been planning to expand its business around the world.

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References
Bhatti, H.S., Abareshi, A. and Pittayachawan, S., 2016, July. An Empirical Examination of
Customer Retention in Mobile Telecommunication Services in Australia. In ICE-B (pp. 72-77
Dwivedi, A., 2014. Self-brand connection with service brands: examining relationships with
performance satisfaction, perceived value, and brand relationship quality. Services Marketing
Quarterly, 35(1), pp.37-53.
Hoy, W.K. and Adams, C.M., 2015. Quantitative research in education: A primer. Sage
Publications.
Mackay, M.M. and Weidlich, O., 2014. Australian mobile phone lifestyle index. Australia:
AIMIA-The Digital Industry Association of Australia.