Critical Reflection of Ethical Issues

CRITICAL
REFLECTION OF
ETHICAL ISSUES

RESEARCH AIM
This Research Aim is “The current study is to ascertain the association between service
quality and passenger's satisfaction with regards to Network Rail”.
RESEARCH OBJECTIVES
 To develop understanding about the concept of service quality.
 To evaluate theories & models of service quality and customer satisfaction.
 To assess correlation between service quality and passenger's satisfaction of Network
Rail.
 To recommend service quality strategies to Network Rail for the enhancement of
customer satisfaction.
RESEARCH METHODOLOGY
The research methodology is considered as a very important and essential researching
and integrating aspect as it provides a correct path to the researchers for identifying appropriate
techniques, methods and conducting the analysis gaining knowledge over the chosen topic of
research. Different aspects of research methodology and these are as follows:
 Research approach which is useful for the research is inductive or deductive and for the
present research I have used the inductive research approach. The search method is used
by me for helping me in assessing the passenger satisfaction of Network Rail on the basis
of the quality of service they receiving. Also this research approach use in qualitative
study by using specific observations and data (Stough and et. al., 2018).
 Research design are of two types that is qualitative and quantitative and any of the
respective design for conducting the research. Respect to the present research project and
to investigate the relationship between the quality of the services being provided and the
passenger satisfaction that is attained by the customers of network rail is conducted
through qualitative research design.
 Research philosophy is also of two types positivism or interpretivism, the present
research project the research philosophy of interpretivism is adopted. I have you for
collecting qualitative information by evaluating the facts obtained through different data
sources.