How Eurostar staff members deliver their quality of customer service TABLE OF CONTENTS RESEARCH PROPOSAL 3 TASK 1 Formulated A research project selection 3 1a. Factors that aids in offering quality se

How staff members at Eurostar
deliver their quality of customer
service

TABLE OF CONTENTS
RESEARCH PROPOSAL....................................................................................................................3
TASK 1 FORMULATE A RESEARCH PROJECT SPECIFICATION.............................................3
1a.) Factors that contributes in research project selection...........................................................3
1b.) Purpose of the research.........................................................................................................3
1c.) Literature review...................................................................................................................4
1 d.) Methodology........................................................................................................................5
1e.) Time plan..............................................................................................................................6
TASK 2 IMPLEMENTATION OF RESEARCH PROJECT WITH AGREED
PROCEDURES....................................................................................................................................7
2a.) Literature Review.................................................................................................................7
Introduction........................................................................................................................7
Factor that aids in offering quality services to customers..................................................7
Relationship between delivering quality services by Eurostar staff members and level of
customer satisfaction..........................................................................................................9
Challenges that Eurostar staff members faces in offering customer service...................10
2b.) Organizing Questionnaire and Proposed Approaches........................................................12
Questionnaire............................................................................................................................12
Proposed Approaches.......................................................................................................14
2c.) Record and collect the data that have been gathered..........................................................18
Data Analysis and Findings...........................................................................................19
TASK 3 RESEARCH PROJECT INTO A SPECIFIED AREA OF BUSINESS..............................24
3a.) Analysis with appropriate graphs and Diagrams................................................................24
3b.) Conclusion and Recommendations....................................................................................29
Recommendation............................................................................................................31
REFERENCES...................................................................................................................................33
APPENDIX........................................................................................................................................36
Questionnaire............................................................................................................................36
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RESEARCH PROPOSAL
HOW STAFF MEMBERS AT EUROSTAR DELIVER THEIR QUALITY OF CUSTOMER
SERVICE
TASK 1 FORMULATE A RESEARCH PROJECT SPECIFICATION
1a.) Factors that contributes in research project selection
Here are some of the major factors which helped me in selecting the present research
topic such as:
Previous education and work experience: It is one of the major factors taken into
consideration which helps the researcher in selecting the best research topic. At the time of
choosing this specific topic I have discovered that my educational qualification and previous
work experience both have been relevant. In this regard, I have completed my HND level 5
educations in travel and tourism. I have been working for 9 years in customer service and
starting with 2010 I work at EuroStar. I work in customer service at EuroStar and my target is to
work as a Duty Manager. This is my current main motivationonal factor, which helps me in
conducting this research so that I can develop better findings on the basis of my experience and
knowledge.
Topic is current issue: Another major factor for the selection of this topic is that it is a
widely used concept nowadays (Denscombe, 2002). Most of the companies are adopting several
strategies through which they can provide quality services to their customers and enhance their
market share as well. Due to the poor service quality overall brand image of company might get
effected, thus research regarding the present subject matter is of greater significance.
1b.) Purpose of the research
According to Mattila and Enz (2002) in today’s highly globalized world most of the
companies have found that customers are the most important asset of their business. They require
developing several strategies through which they can fulfil their needs and demands. In order to
provide quality services to all the consumers within travel industry staff members play a crucial
role. They are responsible for greeting all their passengers and resolving their any type of query
as well. Boshoff and Allen (2000) in his article define that service quality is having positive
relationship with level of customer satisfaction. Due to this factor, it is essential to provide
proper response to all the passengers travelling within the Eurostar. The main purpose of
selecting this research topic is researcher’s area of interest and increasing need to quality
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services. Customers are the major asset and companies need to fulfil all their requirements by
providing them quality services
The study that I am conducting is based on the role of staff members in delivering quality
services to customers. A case study of travel industry is taken into consideration as passenger
trains needs a fresh faces with better communication skills as their executive staff. For this,
Eurostar of UK is being selected which define a tag line that “The important thing is not which
train you select, but why you select it”. They mainly target cultural and business travellers and
providing them quality services.
Research Objectives
 To identify the factor that aids in offering quality services to customers.
 To identify the performance efficiency that staff member faces in offering customer
service.
 To gain a better understanding of staff’s satisfaction level in working for the Eurostar To recommend the ways through which overall customer satisfaction level can be
enhanced.
Research Questions
 How quality services delivered by staff members helps in enhancing the level of
customer satisfaction?
 What are the major challenges faced by staff at the time of offering quality services to
guests?
1c.) Literature review
Managing customer relationship is becoming key concerns of every organization. For
this, they are adopting various strategies to maintain and deliver high quality customer services.
According to Bowen and Lawler (2006) front office is the important function as all the
customers’ deals with them as a centre of the train. They are highly responsible for greet them
and resolving all their queries regarding their requirements. Employees are the face of every
travel business because customer deals with this staff as the centre of it. The major
responsibilities of staff members are to provide better assistance to guests, fulfil their needs and
meet their wants.
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Seth, Deshmukh and Vrat (2005) in his article stated that there are mainly five
dimensions of service quality i.e. tangibility, reliability, responsiveness, assurance, and empathy.
These factors must be considered by train staff management team such as:
Tangibility: It covers the area of impression on customers by how well they are dressed.
Reliability: Each and every staff member requires welcoming their passengers with full
warmth. They must have ability to resolve all the problems encountered by their passengers
(Räisänen, 2003).
Responsiveness: It covers the area which determines the promptness of staff members. It
is all about the convenience of making reservation, promptness to check-in and check-out
process of guests etc.
Assurance: It is quite essential to maintain the security and safety of passengers as it is
another major quality concern.
Empathy: This is the major service quality factor in which it is necessary to go through
the proper care of all the customers and provide them attention individually.
Boshoff and Allen (2000) stated that by following all the service quality measures staff
members are able to perceive higher customer satisfaction as well. It helps them in enhancing
their profit margin and developing better relations with their customers. Through this, they can
increase the number of loyal customers within their travel.
1 d.) Methodology
In this present study Inductive research approach will be used as it helps in developing an
appropriate theory for the customer relationship after accumulating required data. I will be
collecting Primary research data to help me analyze this study further. The primary data will be
handed out by me to staff members that work for Eurostar through the usage of a questionnaire. I
have decided to perform a study as a researcher to gain a better understanding regarding how
Eurostar staff members provide customer service. Through providing essential information on
how their positive role helps to maintaining better customer relations, I can gain a better
understading in regards to specific techniques and formalities. This questionnaire will be handed
out to 40 Eurostar staff memebers and the questionnaires will contain 13 questions for them to
indentify themselves in and answer. In order to analyse all their responses, qualitative technique
will be used as it will help me gain a better more in depth understanding of the participants
taking part in this study.
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1e.) Time plan
Activity 1th
Week
2nd
We
ek
3rd
We
ek
4th
Wee
k
5th
Week
6th
Week
7th
Wee
k
8th
Week
9th
Week
10th
Wee
k
Find research
Topic
Literature
Review
Drafting of
methodology
Finish Proposal
Design
question and
pilot research
Carry out &
Record
Research
Data Analysis
and
Making Graphs
Discussion and
Conclusion
Final Report
Editing &
Completion
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TASK 2 IMPLEMENTATION OF RESEARCH PROJECT WITH AGREED
PROCEDURES
2a.) Literature Review
Introduction
This section is considered as a most important section in which researcher can gather
appropriate information and data from the past research. However, there are several studies on
the customer’s loyalty as well as quality services. With the help of past studies author can easily
gather most effective and appropriate information.
Factor that aids in offering quality services to customers
According to Cronin, Brady and Hult, 2000 passengers are the most important source of
increasing sales for any train company. Most of the firms are adopting higher competitive
advantage by keeping their passengers happy. In order to do so they need to adopt most effective
and best strategies. Goetsch and Davis, 2014 in his article stated that there are several factors
which help in offering quality services to customers such as:
Respond as quickly as possible: Wilson and et.al., 2012 in article stated that the biggest
factors in good customer service are speed. It also defines as a crucial factor at the time of
delivering services to passengers especially when a client is requesting something that’s time
sensitive. However, most of the trains tries to provide any service to their passengers as quickly
as possible. However, delivering quality service is one of the values if any organization.
Giovanis and Athanasopoulou, 2014 stated that less waiting time of quality factor for each and
every customer. In this concern, travel companies are required to provide quick services to their
consumers instead of waiting for so long.
Know your customers: It is considered as another most important factor which helps
different organizations as well as to develop high level of trust. Bienstock, Mentzer and Kahn,
2015 stated that great interaction begins with knowing customer’s needs and requirements.
However, consumer’s nowadays love personalization. By knowing them personally they feel
happy and satisfied with the services of company. With the help of this, owners can contact their
passengers at any time.
Think long term: A customer is for life: According to Zhao, Zhang and Chau, (2012)
think long term at the time of dealing with the passengers. It is the most effective way to keep all
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