MANAGEMENT. 5. : MANAGEMENT. Customer Satisfaction at t

Running head: MANAGEMENT
Customer Satisfaction at the Inter-Ferry Service of Trinidad and Tobago
Name of the student
Name of the university
Author Note

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Acknowledgement
Thank you to all of those who have helped listened and encouraged me throughout this study.
I am indebted to my supervisor ......................... whose guidance, advice and patience
have been immeasurable. My sincere thanks to all members of the............... [Mention your
university/college name], both staff and students, whose continuous support have made this
thesis possible.
I would like to thank all of the participants in the study: students, teachers and Local
Education Authorities, for the time and help given throughout. Without their participation,
this research would not have been possible. In this context, I am also thankful to them, whose
research work helped me to execute this paper well.
Finally, I thank my family, without whom this thesis would not have been started or
completed! Your encouragement and support have never faltered; thank you.

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Abstract
The research is based on identifying the customer satisfaction that can be obtained from the
inter-ferry services of Trinidad and Tobago. The research aim is to identify the customer
satisfaction that can be derived from the inter-ferry services provided in Trinidad and
Tobago. The issues identified include cancellation of the services due to the sabotage of the
ferry. The literature review associated with the research includes understanding the concept
of customer satisfaction along with the theories involved and the application of the concept in
the research. The methodology used for the research includes the choice of positivism
philosophy and deductive approach. The strategy selected is the mixed method strategy. The
design selected is the survey questionnaire as well as interview method. The data collection
method used is the primary as well as secondary collection of data.

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Table of Contents
Chapter 1: Introduction..............................................................................................................2
1.1 Introduction......................................................................................................................2
1.2 Problem/Issue definition...................................................................................................2
1.3 Rationale or worth............................................................................................................2
1.4 Research questions...........................................................................................................3
1.5 Aim...................................................................................................................................3
1.6 Objectives.........................................................................................................................3
Chapter 2: Literature review......................................................................................................4
2.1 Introduction......................................................................................................................4
2.2 Overview of key ideas and themes...................................................................................4
2.3 Comparison and contrast of key research.........................................................................5
2.4 Highlight of previous research.........................................................................................5
2.5 Detailed account of findings.............................................................................................6
2.6 Highlighting aspects in which own research can provide insights...................................6
2.7 Conceptual framework.....................................................................................................7
2.8 Summary...........................................................................................................................7
Chapter 3: Research design and methodology...........................................................................8
3.0 Introduction......................................................................................................................8
3.1 Research paradigm...........................................................................................................8
3.1.1 Research philosophy......................................................................................................9

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3.3.2 Research approach.........................................................................................................9
3.3.3 Research strategy...........................................................................................................9
3.2 Research design..............................................................................................................10
3.3 Data collection................................................................................................................10
3.3.1 Questionnaire...............................................................................................................11
3.3.2 Interviews....................................................................................................................11
3.3.3 Summary of data collection.........................................................................................11
3.4 Data analysis...................................................................................................................12
3.4.1 Quantitative analysis...................................................................................................12
3.4.2 Qualitative analysis.....................................................................................................12
3.5 Ethics..............................................................................................................................12
3.6 Limitations to methodology...........................................................................................13
3.7 Research timeline...........................................................................................................13
3.8 Conclusion......................................................................................................................14
Bibliography.............................................................................................................................15

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Chapter 1: Introduction
1.1 Introduction
The research focuses on the customer satisfaction that can be obtained at the inter-
ferry service of Trinidad and Tobago. According to Amin (2016), customer satisfaction is
considered as effective for the development of loyalty among people. The issue with the
Trinidad and Tobago ferry service the can be based on cancellations of the service as well as
sabotage. The theoretical perspectives associated with the study include understanding the
themes associated with customer satisfaction. The main rationale of the research includes
understanding the level of customer satisfaction that can be gained by reducing the issues
related to cancellation and sabotage.
1.2 Problem/Issue definition
The problem with the customer satisfaction at inter-ferry service of Trinidad and
Tobago is that the services are prone to sudden cancellation due to weather related issues. At
the same time, the sabotage of the services due to fault in its equipments or material content
can be considered as a big issue for the ferry service. The symptoms of the issue can be that
the inter-ferry services may come to a standstill, which can obliterate it from existence.
However, with the growth of express services of the ferry things can look bright for it to exist
properly in the islands of the Caribbean. Pizam, Shapoval and Ellis (2016) has claimed that
the development of The Express have been influential yet dangerous for the inter-ferry
services at Trinidad and Tobago.
1.3 Rationale or worth
The reason for understanding the problem is that the inter-ferry is one of the most
popular and recognised transportation services in Trinidad and Tobago. It is imperative that