BTEC HND Business Research Project: Customer Safety London Tube

This research project focuses on customer safety within the London Underground tube system, investigating the significance of safety measures and identifying potential risks faced by passengers. The project outlines research aims, objectives, and questions, supported by a literature review of existing safety concerns, including flood, terrorist attacks and earthquake threats. The methodology includes qualitative research approaches and data collection methods like questionnaires. The study analyzes factors contributing to project selection, resource efficiency, and ethical considerations, offering recommendations for enhanced customer safety. The project also provides a detailed plan and procedures, including activity and Gantt charts, to ensure effective research implementation. Ultimately, the research aims to provide insights into improving the safety and satisfaction of passengers in the London Underground system.

Research Project

Table of Contents
INTRODUCTION...........................................................................................................................1
1.1 Project outline specification..................................................................................................1
1.2 Factors contribute in research project selection....................................................................2
1.3 Literature Review..................................................................................................................3
1.4 Project specification..............................................................................................................4
1.5 Plan and procedures for research..........................................................................................6
TASK 2............................................................................................................................................7
2.1 Resource efficiency...............................................................................................................7
2.2 Organising research against research objectives...................................................................7
2.3 Data collection......................................................................................................................9
TASK 3..........................................................................................................................................10
3.1 Research evaluation techniques..........................................................................................10
3.2 Interpretation and data analysis...........................................................................................14
3.3 Recommendation and justification for further research......................................................14
CONCLUSION..............................................................................................................................15
REFERENCES .............................................................................................................................16

Topic: Customer Safety In London Underground Tube, a case study based on the Subway
and safety of passengers.
INTRODUCTION
Customers safety is a prior thing for passengers which travelled in to the Underground
tubes in the London1. London tubes are having a huge risks of flood, terrorist attack, earthquake
so it is essential for the government to make changes in the safety precautions. This research
report is based on the passenger safety while travelling in these underground tunnels. This report
is based on the underground tube and this research proposal will identify research aims and
objectives, research questions, literature review, rational behind the selection this topic and at
last of this research procedures will be explained.
Sources: The Tube: Top 10 Etiquette Tips for the Tourist on the London Underground. 2012.
1.1 Project outline specification
Research aims
This research in aiming on the customer safety in the train which are run by the
government to provide a service and facility to citizen of UK. This research will aim to the safety
of people while travelling in underground tube from any type of risks. Safety is a prior element
1 Abernethy, Simon T. "Moving Wartime London: Public Transport in the First World
War." The London Journal 41. no. 3 (2016): 233-248.
1
Illustration 1: Underground Tube in London.

for customers during travel so it is essential for the government to take effective decisions in this
sector2.
Research objectives
This research is based on the Customer Safety In London Underground Tube which is
essential for citizen of UK, some of the main objectives of this research are here;
 To identify factors which can be risk in the safety of customers of underground tubes.
 To determine the needs of customers for underground tube services.
 To ascertain relationship of customers safety with London Underground Tube.
 To recommend some alternatives to the underground tube's authorities to provide better
customers safety.
Research questions
1. What is the significance of the customers safety in travelling in the London Tube?
2. What are the specific needs of passenger while travelling in the London Tube?
3. What are the safety measures used in the London Underground Tube?
4. What types of changes can be done by the government in London Underground Tube?
1.2 Factors contribute in research project selection
Some of the major factors are here which supports in the project selection;
What is the research issue?
This is main research issue because most of the authorities which are working in
maintaining underground tube get failed to provide a proper security to customers which can
satisfied them while travelling in the underground trains.
Significance of the research
This research can help to the management of underground tubes which are working in to
improving their services which can help to them identify those sector where they can improve
their workings. It is essential to identify those areas in which government can make some
improvements mainly in the securities.
Factor which motivates to use this research topic
2 Jenkins, Katie, Mark Gilbey, Jim Hall, Vassilis Glenis, and Chris Kilsby. "Implications
of climate change for thermal discomfort on underground railways." Transportation Research
Part D: Transport and Environment 30 (2014): 1-9.
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Personal interest of the researcher has huge influences to use this research topic because
many times underground tube authorities get failed to deliver customers satisfaction in
securities3. Around 402 KM distance covered by this underground tube by using 270 stations in
all over the London. Approx 2.25 to 3 Million people daily travels by this services.
1.3 Literature Review
According to Fruehwirth, (2014), safety is major concern in the public areas, most of the
terrorist activities are done in these areas, in the history of terror attacks many suicide attacks are
done. In Manchester around 22 people killed in the suicide bombers attack. In the year of 2005,
serial blast was held in the underground tubes which opens the security majors which are used in
this, approx 52 citizen were died in this case. So it is essential to improve securities in the
underground tubes on the entry level which can reduce the chance of entrance of terrorist in the
stations. Earthquake is one of the major factor which can be risk on the safety of travellers in
underground tubes. Major earthquakes were held in the year of 1382 and 1580, after it high
frequency earthquakes are not attacks on London, which shows the possibility of it's on London
which can be a disaster according to seismologist.
As stated by Leob, (2017), it is prior to provide details about travel time, safety
precautions, how to react in emergencies to travellers by the authorities of the Underground
Tube. Most of the customer's wants to be safe in the travel after serial attacks in the London
terrorist attacks in 2005. one by one checking is must for the travellers which can provide them a
better security so authorities has to use laser or X ray check of each person on the entry which
can help to determine anti human activities in the stations and trains. Proper safety equipments
has to be provided to passengers particular distance which can be used by them in case of fire
and terrorist attacks. Safety alarms, automatic fire control system, calling facilities in case of
emergency has to be provided by the authorities in the underground tube services.
As per the views of Bruyelle, (2014), authorities of the underground tube has used some
of the resumes in preventing anti human activities which can provide passengers more safety in
travelling. Tracks are designed to prevent suicide from people, it has an internal drainage in the
middle of railway tracks which opens immediately putting pressure on it which saves the life of
3 Fraszczyk, Anna, DA MAGALHÃES, Andrzej Gwóźdź, and Gergana Vasileva. "Metro
as an example of an urban rail system. Four case studies from Europe." Transport Problems 9,
no. SE (2014): 101-108.
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suicide. Authorities has learned from several terrorist attacks which held in the world e.g.
Mumbai and London attacks, they have used British Transport Police for the patrolling of tracks
and stations of London Underground Tube. Alcohol is banned in these trains and smoking is
almost banned just allowed in some carriages of trains.
1.4 Project specification
It is essential to determines tools and techniques before starting the project by researcher.
This is the sector of research methodologies which can help to the researcher to use a particular
procedures in conducting research.
Research Methodology
As this research is based on the customer safety travelling in the underground tubes so
authorities has to work on the needs of their targeted customers and this research has to be based
to identify the needs of customers4. Qualitative and quantitative research methods are mostly
used in the researches and it is essential to determine the research methodology. Opinions and
views of a particular people on a particular subject can took by the qualitative research method.
This type of researches can be conduct on low number of people. On the other side quantitative
research method is used to gather numerical informations and data from targeted people on a
particular subject. Numerical data has need to be effective so these types of research has made on
large number of people to reach out on average numbers. Qualitative research method is
effective for this research so it will be used in this research project.
Research Design
It is an outline of the research in which related to gathering, measuring hypothesis which
can help to conduct this research5. It is essential to use an appropriate research designs which can
help to the researcher to conduct a research with out any type of confusion. In the starting of this
research aims and objectives determined, after it a literature review has conducted which helps to
the scholar to analyse the reviews of different authors on the research objectives. After it
research will be conducted by using appropriate data collection method, data analysis and
4 Neuman, W. Lawrence, and Karen Robson. Basics of social research. Pearson Canada,
2014.
5 Clark, Vicki L. Plano, and John W. Creswell. Understanding research: A consumer's
guide. Pearson Higher Ed, 2014.
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recommendation will be given to for the company which can help to them to conduct a better
research.
Research Approach
As this research is based to explore of the needs of the targeted customers so inductive
research approach will be used by the researcher. This is en effective research approach for
qualitative research method, this research approach is used for lesser people use in the research.
Research philosophies
Interpretivism and positivism mainly these are two main research philosophies which is
used researches. Positivism is related to the observation on particular subject and interpretivism
is related to research on a topic of researcher's interest. As this research topic is selected by the
researcher so interpretivism theory will retain in this research.
Data Collection
As many type of data will be gather by the researcher to investigate on the case so in this
qualitative research method will be used and secondary data collection method will be use to
gather informations. Questionnaire, interviews, surveys are some of the data collection
techniques which can be used in the research. Questionnaire will be suitable to conduct this
research because it is based on the Morrisons which is working in the retail sector so it is
essential for the researcher to use their regular customers in this research.
Data sampling
Customer safety research will be done on the passengers and 20 sample size will be used.
Qualitative research methodology has used in the research so this sample size will be effective to
gather information and data6.
Data analysis
Graphical, thematic and tabular analysis is used researches, as this research is based on
the retail sector organisation and customers satisfaction so graphical analysis has to be used in
this which can help to the researcher to gain better information from customers of the
underground tube services.
Ethical consideration
6 Fraley, R. Chris, and Nathan W. Hudson. "Review of intensive longitudinal methods: An
introduction to diary and experience sampling research." (2014): 89-91.
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It is prior to reach out to research objectives so researcher has to use appropriate data and
information which has to comes from trusted sources and these all informations has to be true.
So customers which are used in this research has to be selected by random sampling which does
not put some extra pressure on them to make changes in their answers.
1.5 Plan and procedures for research
Activity chart:
List of activities are here which has to be conducted in to this research;
Gantt chart:
This is chart of activities which has to be done one after one in the research project.
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Critical Path:
A path is presented here which shows the starting and end of the processed which has to
be used in the research;
TASK 2
2.1 Resource efficiency
Some of the significant resources are required to conduct this research, human resource is
the main element of this research because this research having different parts and it has a need of
team which will work on it. Different activities are having a need to consume finance in this
research. Both resources are available in sufficient quantity to conduct this research. Information
and technological needs are prior to conduct this research, informations can be took by the
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primary sources in this research and customers of the Underground tube services are used in this
research to took information and data regarding to the research objectives.
2.2 Organising research against research objectives
As above presented research specification an questionnaire will be conducted to gain
information and knowledge from the customers of the underground tube services. All questions
will be based on the research objectives which can help to the company to make a better change
in the underground tube services.
Questionnaire
Name:
Gender:
Age:
01. From how many years you are travelling from using underground tube services in
London?
a. Less than 6 months
b. 6 months to 1 year
c. from 1 year to 2 year
d. More than 2 years
02. Which factor you consider before travelling by a public transport in the London City?
a. Time taken in travel
b. Safety
c. Facilities
03. Do you prefer to use a public transport which is not providing a proper and
appropriate safety to passengers while travelling?
a. I will not give any more chance to this
b. I will give a chance to them
04. Is underground tube services having some features in services attracts you to use the
same services in next time?
a. Yes
b. No
05. What types loopholes you have found or analyse in the underground services?
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a. Number of safety check points
b. Less fire safety equipments
c. Exit points in case of any emergency
06. Do you think that underground tube authorities has to conduct regular analysis of
their safety precautions?
a. Yes
b. No
07. Which is type of change you prefer in the Underground tube services in the London?
a. Manual safety
b. Monitoring of stations and trains
c. Both
2.3 Data collection
Data collection is an essential part of the research which can help to the researcher to
interpret data effectively. Most of the researcher collect data in to tabular formats and in this
research researcher will retain the same. This frequency tabular format can help to the scholar to
make an over view on the collected data and make a graphical analysis on it.
Data collection format
01. From how many years you are travelling
from using underground tube services in
London?
Frequency
a. Less than 6 months 3
b. 6 months to 1 year 2
c. from 1 year to 2 year 6
d. More than 2 years 9
02. Which factor you consider before
travelling by a public transport in the
London City?
Frequency
9

a. Time taken in travel 6
b. Safety 8
c. Facilities 6
03. Do you prefer to use a public transport
which is not providing a proper and
appropriate safety to passengers while
travelling?
Frequency
a. I will not give any more chance to this 14
b. I will give a chance to them 6
04. Is underground tube services having
some features in services attracts you to use
the same services in next time?
Frequency
a. Yes 16
b. No 4
05. What types loopholes you have found or
analyse in the underground services?
Frequency
a. Number of safety check points 6
b. Less fire safety equipments 5
c. Exit points in case of any emergency 9
06. Do you think that underground tube
authorities has to conduct regular analysis
of their safety precautions?
Frequency
a. Yes 17
b. No 3
07. Which type of change you prefer in the
Underground tube services in the London?
Frequency
10