Ask a question from expert

Ask now

Business Decision Making Assignment Example

25 Pages7501 Words247 Views
   

Added on  2021-06-30

Business Decision Making Assignment Example

   Added on 2021-06-30

BookmarkShareRelated Documents
1 SPSS REPORT Measure the customers’ satisfaction level of Passio Coffee April 12th, 2020 Subject:Business Decision Making Teacher:Nguyen Huu Hoang Giao Class:FPTU-BA1401-BDM201 Members: Nguyen Le Minh Han Tran Dai Duong Le Trong Quang Luong Nhat Tuan Nguyen Ngoc Ky Thoa Pham Dao Tan Dung
Business Decision Making Assignment Example_1
2 Contents Abstract ........................................................................................................................................................ 31.Introduction ..................................................................................................................................... 32.Literature review ............................................................................................................................. 43.Methodology ................................................................................................................................... 54.Data analysis .................................................................................................................................... 74.1.Descriptive Statistic .......................................................................................................................... 7 a.Frequencies .................................................................................................................................... 7 b.Descriptive ...................................................................................................................................... 9 4.2.Cronbach’s alpha............................................................................................................................ 10 a.Definition ...................................................................................................................................... 10 b.Accreditation standards ............................................................................................................... 11 c.Test Cronbach’s Alpha scale in SPSS............................................................................................. 11 4.3.Pearson correlation ........................................................................................................................ 15 a.Definition ...................................................................................................................................... 15 b.Accreditation standards ............................................................................................................... 15 c.Test Pearson correlation in SPSS .................................................................................................. 15 4.4.Linear regression ............................................................................................................................ 17 a.Definition ...................................................................................................................................... 17 b.Accreditation standards ............................................................................................................... 17 c.Test Regression in SPSS ................................................................................................................ 18 d.Charts ........................................................................................................................................... 20 5.Recommendation & Conclusion ................................................................................................... 21a.Recommendation ......................................................................................................................... 21 b.Conclusion .................................................................................................................................... 21 References .................................................................................................................................................. 22Appendix ..................................................................................................................................................... 23
Business Decision Making Assignment Example_2
3 Abstract Study objectives: this research was aimed to evaluate the short-form 35-item questionnaire as an instrument for measuring how service quality of Passio effect to customer satisfaction. The results of which would enable the management to improve the quality of service accorded to clients. Design:the research is briefly demonstrated by a small survey conducted on a randomly selected bunch of customers regarding the service quality. Implication:the findings of this study can be used as a guideline by the management to improve the quality of Passio in FPT area. Result:the outcome of multiple regression analysis showed that empathy and tangible variables reflected a high correlation with customer satisfaction. On the other hand, responsiveness, reliability and assurance variables recorded an insignificant correlation with customer satisfaction. 1.Introduction With the strong development of the F&B market, the development and competition between domestic and foreign coffee brands is getting stronger, and Passio is not out of this war. Launched in 2006, Passio is one of the first clean coffee brands to take away in Vietnam. The main color of Passio is the green color that shows the freshness, youthfulness, and personality. With slogan “Passio is Passion without “N”” Passio has consistently pursued the path of elevating Vietnamese coffee through the use of clean coffee and enjoying in a modern style, integrating with the world. Thereby introducing to international friends, the image of "Vietnamese people create and develop Vietnamese coffee", including the brand Passio. The quality of the drinks as well as the service space are very important factors to create the success of the brand. Therefore, Passio need to capture the satisfaction of customers with Passio products and services, so the surveys will used to help Passio understand customer needs and want, strengths and weaknesses of the brand through which the most effective remedies and developments for products and services are found.
Business Decision Making Assignment Example_3
4 2.Literature review A woman walked up to the branch manager of a bank. "Are you hiring any help?" she asked. "No," he said. "We already have all the staff we need." "In that case, would you mind trying to find someone to help me in the safe deposit area?" she asked. This story is just a comical representation of a customer's dissatisfactory reaction resulted from a service failure of a bank. The term Customer Satisfaction has become the prime concern of most of the organizations to be competitive in the industry. Determining and meeting customer expectation regarding services is the key to make satisfied customers and the best way for determining customers‟ needs and expectation is the use of surveys and researches- the key vehicle for understanding customer expectations and perceptions of services. The survey is based on SERVQUAL model. SERVQUAL is a multidimensional research tool, designed to capture consumers' expectations and perceptions of a five-dimensional service that is believed to represent service quality. SERVQUAL is built on the expectation-confirmation model, in simple terms, service quality is understood as the level of expectation before consumers' consumption is confirmed or not confirmed by sensors. Get the facts they get after experiencing the service. Five-dimensional service quality including: 1. Reliability: The ability to deliver promised services reliably and accurately 2. Assurance: The knowledge and courtesy of employees and their ability to convey trust and confidence 3. Tangibles: The appearance of physical facilities, equipment, personnel and communication materials 4. Empathy: The provision of caring, individualized attention to customer 5. Responsiveness: The willingness to help customers and to provide prompt service The SERVQUAL model has gone through a lot of testing to give the final streamlining result. The developers of this tool, Parasuraman, Ziethaml and Berry, have stated that this is the tool that delivers the most reliable and accurate results. SERVQUAL has been widely used in companies around the world, in a wide range of contexts and cultures, and is considered to be suitable. It has gradually become a major scale in service quality.
Business Decision Making Assignment Example_4
5 Because of its ease of use and high accuracy results to measure quality in the service sector that’s why SERVQUAL models are used in our survey. In addition, in fact, researchers have added demographic information questions to classify customers, giving the most accurate results for the survey process. Conceptual framework and research hypothesis Independent Variable Dependent Variable The literature had been used as the foundation to develop a conceptual framework for this study as shown in figure. Based on the framework, it can be hypothesized that there are positive relationships between: -Tangible and Customer satisfaction -Responsiveness and Customer satisfaction -Reliability and Customer satisfaction -Empathy and Customer satisfaction -Assurance and Customer satisfaction 3.Methodology This survey is designed to allow researchers to integrate the service quality literature, the actual survey to collect and examine the data for optimum results of Passio. A small survey has been conducted on more than 200 students and employees currently enrolled at FPT universities to represent the way to conduct SERVQUAL survey. The instrument's design causes it to be best suited for use as a diagnostic methodology utilized for determining Passio of service quality strengths and weaknesses. This research uses quantitative researchmethods. An experiment is a type of research method in which manipulate one or more independent variables and measure their effect on one or more dependent variables. Experimental design means creating a set of procedures to test a hypothesis. This hypothesis is customer satisfaction about Passio Coffee's service. The data collection method is to use a survey to send to each person who used to use the service at Passio Coffee. Customer satisfaction Service quality features: Tangible Responsiveness Reliability Empathy Assurance
Business Decision Making Assignment Example_5
6 Step 1: Create SERVQUAL questionnaire table To evaluate the service quality dimensions, 35 statements were selected from the structured SERVQUALquestionnaire and demographic format. The questionnaire representing customer expectation regarding each criterion. A five-point Likert scaleis used to get the level of expectation and perception associated with each service quality criterion. The SERVQUAL questionnaire format were summarized as shown in table below: Service quality Respondents’ Opinion Independent variables: 25 questions Tangible Passio provides facilities that has adequate, and comfortable in operations areas. Responsiveness Passio should be willing to take urgent actions, and deliver clear, correct information. Reliability Passio should be willing to fulfill promises, improve service performance, and solve problems. Empathy Passio should be willing to take care and hear complaints/suggestions from customers. Assurance Passio exhibits high professionalism and guarantee in dealing with customers. Dependent variables: 5 questions Perceive quality Passio implement tangible, responsiveness, reliability, empathy and assurance in delivering services to customers had increased their satisfaction. Description: 5 questions Demography Gender, ages, occupation, spending, habit. Step 2: Do survey A survey was separate into 25% offline samples and 75% online samples. Target sample: customers of Passio in FPT university (generally students and employees). Sample size: consist of more than 200 customers of FPT branch of Passio. Data analysis: collect primary datato validate the questionnaire for gathering the adequate information. Step 3: Collect data and analyzed by SPSS The survey questionnaire was answered by participants based on their consent and on a voluntary basis. A statistical package for social science (SPSS) version 26.0 was used to analyze the questionnaire data and thus tested the research hypotheses.
Business Decision Making Assignment Example_6

End of preview

Want to access all the pages? Upload your documents or become a member.