Research Methodology Analysis 2022

Chapter Three: Research methodology
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Introduction
Research methodology involves an analysis of different methods and techniques to be
used in the process of obtaining the required research data. It is an essential stage in project
implementation because it evaluates processes that would be used to collect information for
decision making. There are different methodologies available for data collection such as
interviews, observation and focus groups (Omair, 2015). Data collection methods that can be
used in the research project can either be qualitative or quantitative. Researchers are expected to
select data collection technique which are suitable to a specific project. In this case, qualitative
research study would be used to analyze the quality of services provided by the Reliance Jio as a
telecommunication company. The qualitative research allows the researcher to evaluate the
nature of services offered by the Company. It is highly preferred in this case because it enabled
the researcher to conduct both intensive and extensive analysis of the subjected study. The study
should be structured in such a way that it can be used to reveal Reliance Jio customers
perception. Some of the qualitative methods of the research which were used include; case
studies, narratives, interviews, focus groups and ethnography (Acharya, Prakash, Nigam &
Saxena, 2012). Qualitative research methods seem suitable for this study because it focuses
mainly on data collection and analysis for Reliance Jio Company. Research study tries to
evaluate respondents thinking and reasons behind the study. Through qualitative methods of data
collection, it would be possible to analyze Reliance Jio quality of service and customer
satisfaction. The study would also highlight some possible ways which can be used by the
management of the Reliance Jio to improve its quality of services.

Research approach
In this study, the research approach followed is inductive and deductive one. Inductive
focus on generating new theories to be used in solving the problem statement. The study begins
with making a specific observation which would be used to produce general methods and draw
research conclusion. The main reason for selecting the inductive approach is because it factors
the researcher's efforts (Jain, Sharma & Jain, 2015). It can also be applicable for small samples
which can be used to generate qualitative data. Researchers who adopt the inductive approach in
the study should be very cautious because it can result in more generalized theories which are
inferred from a small sample. The inductive approach is applicable in Reliance Jio Company
analysis of both current technologies and future aspects which organization can take to improve
service delivery (Khawaja, Haim & Kumar, 2012). An inductive approach was adopted because
it is not possible to get a large number of Reliance Jio employees to provide required sensitive
information. On the same note, the deductive approach tries to generate in respect to already
existing theories. In this case, it would be used to formulate study hypothesis from customers’
view of reliance Jio services. Once data has been collected and analyzed, it would be possible to
generate theories and concepts that subjected Company can use to streamline its service delivery.
The researcher would make use of a deductive approach to make conclusions from specific
issues raised by LTE network users provided by Reliance Jio Company. Use of both deductive
and inductive approach in the research study would help to create a comparison of issues and
recommendations raised by respondents (Fatehi, Smith, Maeder, Wade & Gray, 2017). As a
result, the researcher would have an opportunity to make sound decisions on approaches that
Reliance Jio should take to take to improve its network quality.

Research process
Researchers are expected to develop a research process which would be followed during
the study. All stakeholders should be aware of what is expected for each of them so that the
necessary arrangements are correctly made (Almalki, 2016). In case of meeting to facilitate
interviews with employees of the firm, proper arrangements should be made in advance. The
researcher should conduct relevant entities to update them on the nature and scope of the study.
To those willing to participate in interviews and answering of questionnaires should be
scheduled in advance. In the case of Reliance Jio employees, interviews and focus groups would
be conducted in the organizational board-room. During the meetings, study notes and recording
of responses from respondents was done to help in data collection and analysis. During data
collection, respondents were allowed to come up with other divergent views not included in the
study scope. Conversation during interviews and focus groups was very smooth, and the
researcher was able to get valuable data from respondents. The research process also involved
the researcher's ability to formulate interview questions and design questionnaires used during
the study. The researcher was expected to be very creative during interviews and make it
possible to expedite all available information from respondents (Steiner, Atzmuller & Su, 2016).
Qualitative research methods
In today's world, it is challenging to understand customer thinking and perception about a
specific product through the use of standard study methods. However, with the adoption of
qualitative research methods, it is easier for reliance Jio to evaluate and understand its customers.
It also tries to understand market dynamics because the subjected methodology is descriptive and
communicative (Thiese, 2014). Some of the qualitative research methods that are applicable in
this case are; face to face interview, which involves conducting personal and in-depth analysis

interview with the specific respondent at a time. It is usually a conversation between researcher
and respondent and makes it possible to get detailed responses from respondents. Use of face-to-
face interview on Reliance Jio Company offers an opportunity to collect precise data on its
customers’ perception. Interviews are very convenient because they can be conducted over the
phone or face-to-face to make it possible to ready the respondent's body languages. Next, focus
group remains a widely used form of qualitative research method preferred in data collection,
which involves less than ten members of the target group (Doolan, Winters & Nouredini, 2017).
Focus groups are applicable in circumstances where there is a need to explain complex
organizational processes. It is highly recommended in situations where an organization wants to
launch new products and evaluate customers’ response to the latest products. The study on
Reliance Jio Company can make use of focus groups to facilitate the collection of data from its
employees. Focus groups that involve organizational employees can be done departmental wise.
In cases where some departments have more employees, focus groups can be conducted in
groups of a limited number. In this case, focus groups were composed of employees and
customers. In this regard, the process was very productive because it would be possible to
understand how Reliance Jio Company implements its services. On the same note, customers
would get a chance to communicate their issues and offer suitable recommendations. Focus
groups are usually regarded to be more expensive compared to other research methods (Steiner,
Atzmuller & Su, 2016).
Additionally, ethnography research method involves observation technique, which is
used to study target groups while in their natural environment. Ethnography type of research is
usually meant to understand Reliance Jio organizational culture, operational practices and
challenges (Charness, Gneezy & Kuhn, 2012). The researcher is required to adapt to a specific

target environment and have the real feel of the research environment instead of relying on other
methods of data collection, such as interviews and discussion. In this case, the researcher is
expected to subscribe to Reliance Jio Company services and evaluate their quality. The
researcher would be evaluating Companies services while making use of the services, making it
possible to make an informed judgement. On the same note, it would be necessary for the
researcher to evaluate Reliance Jio services as an employee of the Company. In this case, it
would be possible to assess the nature of the technology that Reliance Jio uses to provide
network services. A case study is another type of qualitative research which is suitable for
analyzing Reliance Jio study research. It offers an opportunity for the researcher to explain
subjected organization as an entity. A case study is quite applicable in Reliance Jio research
because it can be used to conduct an intensive and extensive analysis of organizational processes
(Gaya & Smith, 2016). During the study, the researcher can adopt specific scenarios which can
be analyzed to reveal Reliance Jio working processes and techniques. Through the use of case
studies, the researcher can analyze existing data to make recommendations on the best ways to
improve service delivery.
Research design
Qualitative data collection and analysis
Qualitative data collection allows the researcher to collect data which is non-numeric but
can be used to explore decision making processes and perceptions. To make a sound decision,
the collected data should be should holistic and study findings should emerge from careful data
analysis (Abutabenjeh & Jaradat, 2018). The main methods of data collection, which would be
used during the survey, are interviews and ethnography. The selected sample group would be
chosen in relevance to a specific study question rather than group representation. The idea

behind having particular problems to be responded by a knowledgeable respondent would make
it possible to get an accurate response. Reliance Jio service consumers’ would be asked to name
the nature of services they expect from the Company. Interviewees should be selected
heuristically without any biasedness to make sure responses provided can be used to make sound
decisions on organizational service delivery. The researcher should also make use of
questionnaires designed to suit the different group of respondents. Clear separation of ideas in
the study would help respondents provide accurate information quickly. Questions directed to
rural residents should be answered by LTE network users from remote Indian states. The
researcher should be sensitive to data collection strategies and make good use of grounded theory
to analyze the different phenomenon. Respondents should be selected from some current service
consumers of the Reliance Jio and organizational employees. The quality of the network
coverage would be assessed from within the Indian cities to remote parts of the states (Tobi &
Kampen, 2018). This would help the organization determine the quality of the network in towns
and rural areas.
Data analysis would be used to reduce and simplify data content to make it measurable
and quantifiable. Important to note is that irrespective of the type of data collection method used,
its analysis should be supported by other simple means of evaluating and presenting data
(Astalin, 2013). A good example deduced from researcher designing and recording interviews
which would make possible to generate a large amount of data. Data analysis should be
conducted based on the method used to collect each piece of data to come up with useful
research conclusion. Data collected through ethnography research method should be presented
separately and a comparison done with data from other research methods. If data analysis from
interviews and case studies conforms to data collected through ethnography, Reliance Jio

Company should look forward to implementing recommendations (Levitt et al., 2018. In some
instances, running notes which are collected as supporting material can be used to complement
on results of the analysis. In this case, during qualitative data collection researcher can take about
five hours recording interviews and respondents on types and quality of services provided by
Reliance Jio. During data analysis and presentation, the researcher can generate a large volume
of data from a data collection of not more than five hours (Costa, Patricio & Morelli, 2018).
Most of the qualitative research study involves textual data analysis and is commonly preferred
because it is possible to decode much information from it. Data collection and analysis would be
used to evaluate the nature of the services offered and how collected data can be used to improve
service delivery.
Selection of study sample
Research involves analyzing a diverse number of respondents such as consumers,
government regulators and organizational employees. Since these target groups are large and
cannot be used as respondents, the researcher should come up with a mechanism to select
suitable sample group to represent others (Hammarberg, Kirkman & Lacey, 2016). To develop a
reliable sample, a purposive sampling approach was used. The method of selection is not
dependent on probability sampling because the right sample is arrived at on basis on knowledge,
skills, a relationship of the study with target group and expertise in the area of the study. In this
case, the selected sample group was based on merits such as organizational understanding,
relevance experience in the telecommunication industry and knowledge of future growth in
technology. In this context, samples were from different target groups such as Reliance Jio
executives, employees and general consumers of LTE network. During data collection, which
involved different target groups, it was possible to bring together samples from all available

target groups in a focus group. The focus group would then deliberate on the current state of the
organization and technological measures that should be implemented to make Reliance Jio
services reliable (Mohajan, 2018). The sample group, which was to take part in the focus group
had to be selected wisely to make sure there is a substantial match in knowledge. The interaction
of the sample groups during the study made it easier to understand the nature of Reliance Jio
industry.
Sources of data
The research study involves the collection of data from both secondary and primary
sources. In this case, the research was based on both primary and secondary sources of data.
Primary sources of data were collected from organizational employees and consumers of the
Reliance Jio services. Primary data was also collected by researcher immersing in the study
environment by subscribing to corporate services in remote and urban areas (Rahman, 2017).
Considering the importance that primary data have, this study can produce reliable results
because the researcher experienced actual study environment and interacted with real consumers
of the services. Primary data was collected through interviews, immersion and questionnaires.
Secondary sources of data involve data collected from case studies, organizational news
publications and magazines. Secondary sources of data were used to verify some of the primary
data collected from both LTE network service consumers and corporate employees. By perusing
through the organization's publications and organizational website forum discussion board with
customers, it was possible to ascertain the quality of service from customers' feedback (Atieno,
2015). From the website, Reliance Jio has listed areas that it covers and availability of the 4G
network. To prove the accuracy of the information provided by the organization and its
customers', the researcher visited some of the areas to determine if the 4G network is available.

This was also quantified by interviewing residents of such areas to ascertain whether they have
been enjoying 4G network earlier. Through the use of secondary sources, it was possible to
collect and analyze data sources iteratively. Secondary sources of data that researcher relied
heavily on were recently published information which could help analyze the current market
situation of Reliance Jio Company.
Ethical considerations
Research study on Reliance Jio Company was subject to ethical issues that should have
been considered. The main goal of addressing ethical issues during the research study is to make
sure the privacy of the data and information provided remains confidential among subjected
parties. All participants in the survey were aware of the research study processes, and there was a
reassurance that any discussion would be personal and confidential (Nyumba, Wilson, Derrick &
Mukherjee, 2018). No information collected from the study should be made public as it was only
indented for academic purpose. To make sure all participants uphold to required ethical
considerations, they were required to submit their written commitment letters. In case members
wanted to withdrawal from the research study, they were also required to sign a withdrawal
letter. Finally, participants were guaranteed their security during the research study process. To
meet all the required ethical considerations, the researcher was expected to create a conducive
environment that would make sure participants were free to offer information.
Research limitations
Every research is coupled with several challenges which should be addressed
appropriately to make the process successful. First, the research study was based on qualitative
research which does not allow measurements of the examined challenges. Next, some

participants were not free to share organizational information without proper authorization from
the management (Alghamdi & Li, 2013). Financial constraints was another issue that was faced
during the research process. It was relatively expensive to hire and organize for all participants
for interviews and focus group. Finally, getting all the necessary documents to facilitate the
research process was cumbersome due to legal procedures required.
The conceptual and theoretical framework
In the research study, the conceptual framework involves variables and critical factors
that have direct correlations with each other. The researcher should be able to understand all
study variables and how they interact with each other (Bengtsson, 2016). It is used as the tool to
guide the researcher throughout the study. Once study variables have been identified, the
researcher may use them to formulate organizational policies and operating strategies. From the
data analysis, the researcher would be able to decisions on which factors and processes need to
be reviewed. The study variable which evaluates Reliance Jio current trends and technologies in
place can be used to assess the relationship between quality of service and technology put in
place by the organization. The results derived from the study would not be meant to come up
with new operating procedures but help management of Reliance Jio to become customer-
oriented. Researchers need to focus on theoretical concepts before the formulation of case studies
because they contribute significantly to the design of the required research studies. On the same
note, the conceptual framework helps the researcher to predict, understand and predict current
phenomenon and scenarios which can result in future changes (Wahyuni, 2012). It is used in the
research to support generated theories of the prospective research study. In this regard, it is from
the use of a theoretical framework that Reliance Jio can evaluate generated theories and come up

with future strategies. This study is based on current theoretical concepts and expected future
technological growth of the subjected organization.
The main goal of the study is to evaluate current trends and future technological advances
that Reliance Jio Company intends to put in place to improve service delivery (Kivunja &
Kuyini, 2017). From the current state of Reliance Jio operations, it is possible to predict the
nature of the technology that the organization would have adopted in 10 years to come. The
framework explains different concepts which can be used to analyze Reliance Jio current
operational and technological trends. To be able to make remarkable changes in ten years,
Reliance Jio should focus on customer needs and improve on its quality of services. To meet
customer needs, it has to enhance network speed on internet connection and try to come up with
new products that attract more customers. To support this study, a framework that illustrates the
current state of organizational processes have been put in place (Omair, 2015). The future
advances that Reliance Jio can put in place to make the LTE network reliable both in urban and
rural areas have been developed. To make organizational evaluation more viable, the future state
of the organization was predicted by answering the following questions;
 Is the current network technology acceptable in the market?
 What drawbacks can be observed from the use of the current technology in the industry?
 Is there need by customers to have new technology which can make our services better?
Conclusion
Research methodology outlines the processes and techniques which would be used to
collect and analyze data. The study focused on analyzing Reliance Jio Company on its service
delivery, current trends and technological advancements that can be made in 10 years. Before

research study can be conducted, the researcher had to outline processes which were to be
followed during the study. It was usually meant to describe the data collection and analysis
process, which were to be adopted during the study. Both inductive and deductive study
approach was adopted to help in generating theories and theories and hypothesis that would be
used as the basis of conducting the research. The study was based on qualitative study methods
during data collection and analysis. Some of the qualitative study methods used during the
research study are; case study, interviews and focus groups. The selected methods of data
collection were to be guided by the ethical principles of data privacy and confidentiality. Data
collection involved both primary and secondary sources of data. The research study sample was
selected on the basis of expertise in the telecommunication industry and customer experience. As
it is with any other research study, this study faced several challenges, such as financial issues
and ethical approval.
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