RESEARCH FOR SENIOR MANAGERS
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Added on 2019-12-04
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Research for SENIOR MANAGERS TABLE OF CONTENTS TASK 1 1 BACKGROUND 1 OBJECTIVES 2 RESEARCH QUESTIONS 2 TASK 2 2 RESEARCH METHODOLOGY 2 Research philosophy 3 Research approach 3 Research strategy 3 Data collection methods 4 Data sources 4 Analysis methods 4 Ethical considerations 4 Sampling method 5 Reliability and validity 5 Limitations of research 5 Timeline/Gantt chart 5 TASK 3 6 LITERATURE REVIEW 6 RECORDING AND COLLECTING DATA 8 Main Questionnaire 8 Data analysis 10 TASK 4
RESEARCH FOR SENIOR MANAGERS
Added on 2019-12-04
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RESEARCH FOR SENIORMANAGERS
TABLE OF CONTENTSTASK 1............................................................................................................................................1BACKGROUND.............................................................................................................................1OBJECTIVES..................................................................................................................................2RESEARCH QUESTIONS.............................................................................................................2TASK 2............................................................................................................................................2RESEARCH METHODOLOGY....................................................................................................2Research philosophy....................................................................................................................3Research approach.......................................................................................................................3Research strategy.........................................................................................................................3Data collection methods..............................................................................................................4Data sources.................................................................................................................................4Analysis methods.........................................................................................................................4Ethical considerations..................................................................................................................4Sampling method.........................................................................................................................5Reliability and validity................................................................................................................5Limitations of research................................................................................................................5Timeline/Gantt chart....................................................................................................................5TASK 3............................................................................................................................................6LITERATURE REVIEW................................................................................................................6RECORDING AND COLLECTING DATA..................................................................................8Questionnaire...............................................................................................................................8Data analysis..............................................................................................................................10TASK 4..........................................................................................................................................17CONCLUSION AND RECOMMENDATIONS..........................................................................17REFERENCES..............................................................................................................................19
LO 11.1 Suitable area of researchIn the present scenario, it is important for every organization to offer the best customerservice in order to increase the level of customer’s satisfaction and thus, the overall profits andrevenue. Therefore, it is crucial for the firms to provide effective services so that firm will beable to sustain in the long run with having satisfied customer base. There are variousmotivational techniques by which employees can be encouraged to offer quality services to thetarget customers of organization. In the present report, an investigation has been made in order tostudy the impact of providing quality services on customer satisfaction. For this purpose, thefirm, Barclays Bank of UK has been selected in relation to which importance of offering serviceswith superior quality to customers has been discussed. It is a multinational banking and financialservices company that is having its headquartering in London with operating over 50 nations(Barclays, 2016). With the help of this report, various ways through which employees of thisbank can be motivated are highlighted through which bank can gain higher profits as well as theincreased brand value.Along with that, it can be said that for the firms dealing in service industry, it is essentialto make a proper system by which services can be delivered to customers on time witheffectiveness. For increasing the customer satisfaction, Barclays Bank need keep its workforcewell trained so that they would provide efficient services to the customers willingly. This wouldlead to attain higher growth for the firm as through satisfied customers, company will earnprofits in the long run as well as would gain a competitive edge over others. In order to assesswhether the customers of Barclays Bank are satisfied with the offered services or not, employeesof the organization can take timely reviews and feedback from them. This will help themanagement of bank to identify the issues which customers are facing and thus, it can providethem effectual solutions so as to resolve them as soon as possible. It will ultimately lead tohigher level of satisfaction for the customers associated with this association.1.2 Aim and objectivesAim – To study the impact of providing quality services on customer satisfaction – A case studyon Barclays BankObjectives:1
Objectives behind studying the impact of providing quality services on customersatisfaction with respect to Barclays Bank of UK are as follows:To assess the impact of providing effective services on the customers of Barclays Bank ofUK.To recommend different ways through which service quality of Barclays Bank can beimproved.1.3 Success criteria for the researchSuccess of research will be evaluated by gaining the ways through which quality ofservices offered by Barclays Bank can be improved. Thus, the basic criteria through which it willbe assessed that the major objective has been achieved is that the researcher will have theunderstanding of different methods which he will suggest to Barclays Bank to implement in itssystem so that quality of services can be made superior. 1.4 Research questionMain research question of the present study is “What are the ways through which servicequality of Barclays Bank can be improved?” Researcher will make a detailed study on assessingthe ways by which this organization will be able to improve the quality of services which it isoffering to the ultimate target market in order to stay in the competition in the long run. Thisquestion will prove to be helpful for the scholar to make the bank understand the methodsthrough which it can increase its goodwill as well as the existing customer base. 1.5 Choice of the research questionMajor purpose of this research is to study the impact of providing quality services oncustomers in relation to their satisfaction level in Barclays Bank. Main reason behind selection ofthis topic is that bank is facing the issue of decreasing customer base and thus, it is needed tosuggest the ways through which bank can put efforts in order to retain the customers in longerduration. For this, it is important for the bank to assess the needs of customers and to fulfill themin a way that they would get highly satisfied. Organization is needed to take initiatives likeproviding healthy working environment to employees so that they would perform their task in aneffective way (Khan, 2014). Along with that, providing training to the employees will also proveto be very helpful in making employees efficient enough to offer high quality services to thecustomers. There are many other ways by which customer service can be improved by Barclays2
Bank that will be covered in the present research. With the help of collection of information onthe selected topic of study, data will be gathered and analyzed so that the best results can beinterpreted. LO 22.1 & 2.2 Research methodology Research methodology can be termed an analysis made in a systematic way whichincludes different methods and techniques by which the areas of investigation are evaluated so asto gain the final results. In the present research, research methodology provides a detailedexplanation of the selected topic so that purpose of doing this study can be fulfilled and the bestresults can be gained (Research methods, 2013). Thus, in order to reach at the final andsatisfactory conclusion, research methodology involves research approach, philosophies, datacollection method and validity and reliability of information along with some ethicalconsiderations and limitations that researcher has to keep in mind while performing the study.Research philosophyResearch philosophy plays a significant role in providing the information regarding theselected topic of study as it refers to the way in which the data can be gathered, analyze andused. There are three kinds of research philosophies that are interpretivism, positivism andrealism. In the present research, interpretivism philosophy will be used as it helps in gaining abetter insight about the impact of quality services on customer satisfaction with respect toBarclays Bank (The Interpretevist Paradigm, 2008). Research approachResearch approach helps in having a clear idea about the subject of study as it assists thescholar to carry out an effective research with making proper justifications. Research approachesare of two types that are inductive and deductive (Research approach, 2016). In the presentstudy that is based on assessing the impact of quality services on the satisfaction of customers ofBarclays Bank, inductive approach will be used as it provides details in a deeper manner andgenerally used for qualitative type of data. 3
Research strategyIn the present study, qualitative research strategy will be used which would help theresearcher in gathering sufficient information regarding the impact of high quality services onthe satisfaction level of customers in Barclays Bank (Massingham, Massingham and Diment,2012). Using this strategy will help the researcher in identifying the behavior and attitude ofcustomers towards the services of Barclays Bank. Thus, with this strategy, investigator wouldgain plenty of information and will analyze it to reach at the end conclusion.Data collection methodsIn the present research which is performed to study the impact of quality services oncustomer satisfaction with respect to Barclays Bank, both; primary as well as secondary data willbe used. Through these methods, sufficient data has been collected by which makinginterpretation of the results of analyzed data and reaching at final conclusion becomes very easy(Brace, 2006). Through primary data collection method, information is collected for the first timethat is further used by other scholars and by the secondary data collection method, information isassessed which was earlier collected by some other researchers on the same topic. Data sourcesPrimary data is collected through the way of taking interviews and feedback fromcustomers. On the other hand, secondary data will be collected through sources like books,journals, online articles, magazines, government reports and publications, etc. From thesesources, sufficient information can be gathered by which final results can be made easily. Analysis methodsUnder data analysis, method of thematic analysis will be used in which various themeswill be prepared to justify the impact that quality services have on the satisfaction level ofcustomers of Barclays Bank of UK (Nykiel, 2007). According to the themes prepared, graphs aremade which shows the responses gathered through selected sample.Ethical considerationsAny researcher has to consider the ethical norms and standards while carrying out aninvestigation as if these norms are taken with due care and if ignored, it may lead the scholar toface serious consequences. For this purpose, he has to collect data from authentic sources so that4
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