Research Ethics Proposal Template

This assignment presents a detailed template for developing a research ethics proposal. It guides students through essential sections such as project summary, ethical considerations (informed consent, vulnerable participants, confidentiality), data storage and security protocols, and a declaration confirming adherence to institutional ethics policies. The template aims to ensure researchers meticulously address potential ethical concerns and safeguard participant well-being throughout their studies.

The implications of digital technologies on SME’s

CONTENTS
Title..................................................................................................................................................1
Brief.................................................................................................................................................1
Aim: ...........................................................................................................................................1
Objectives:..................................................................................................................................1
Research questions:.....................................................................................................................1
Reason for choosing this research project.......................................................................................2
Literature review..............................................................................................................................2
Activities and timescales..................................................................................................................4
Research approach and methodologies............................................................................................6
Objectives: ......................................................................................................................................7
LITERATURE REVIEW................................................................................................................7
Research approach and methodologies............................................................................................9
Chapter- 4 Data analysis ..............................................................................................................10
P6. Reflection............................................................................................................................23
P7. Consideration for alternative research................................................................................23
Conclusion and recommendation...................................................................................................23
REFERENCES..............................................................................................................................25
Questionnaire .............................................................................................................................1
Appendix..........................................................................................................................................1
Research Proposal Form.............................................................................................................2
Research Ethics approval form...................................................................................................8

Title
The implications of digital technologies on SME’s
Brief
Main aim of any firm is to gain maximum profit. This is possible when the requirements
of customers are identified and appropriate steps are taken so that sales and profitability can be
raised. With time, many changes have taken place (Xiong, King and Hu, 2014). Improvement or
advancement in technology has helped in connecting with customers and raising the quality of
services. In order to conduct the research in effective manner, main focus is made on Qbic Hotel
which aims at delivering their customers with high quality services. The research will be carried
out to know the implications of digital technologies on SME’s. Below given are the aim and
objective of the research:
Aim:
‘To analyse the implication of digital technologies on customer’s satisfaction: A study on Qbic
hotel UK”
Objectives:
 To understand the concept of digital technology and customer satisfaction
 To determine the relationship between digital technology and customers satisfaction on
Qbic hotel
 To evaluate the importance of digital technology on increasing customers satisfaction at
Qbic hotel UK.
 To recommend ways to improve the satisfaction level of customers at Qbic hotel UK.
Research questions:
 What is the concept of digital technology and customer satisfaction?
 What is the relationship between digital technology and customer’s satisfaction on Qbic
hotel?
 What is the importance of digital technology on increasing customer’s satisfaction at
Qbic hotel UK?
Main focus of this research is to understand the implications that are attained by the business
when they make use of digital technologies in hotel. Needs and requirement of customer’s
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changes frequently and it is important to make sure that firm take up appropriate steps so that
they are able to improve performance level and to deliver customers with high quality services in
effective manner.
Reason for choosing this research project
There are many reasons for which this research is carried out. In this context, one of the
main reason is interest in this area. I have personal interest in this area as it will help to develop
my understanding towards the strategies that are applied by the firms so that they are able to
develop positive perception within the mind of customers. Further, to carry out the research in
effective manner, it requires to have certain set of skills so that the research is completed
effectively and efficiently. This way, I will be able to develop skills related with research and
understanding different type of methodologies that are helpful to conduct the research. Further,
the research will be helpful for the future development of my carrier. I am willing to develop my
carrier in hospitality sector, so conducting this research will be favourable enough for me to
understand strategies which can be applied to improve the quality of services and developing
strong customers relationship. In addition to this, as the time changes the rate of competition
becomes high, as there are numerous firms that deliver their customers with similar set of
products and services. This study will enable to develop in depth understanding to make changes
as per the present business requirement.
Literature review
There are many research that are conducted by other researchers and these are helpful
enough to develop in depth understanding for the research topic. Literature review covers all the
aspects and adequate information for the aim and objectives that are set by the researcher.
According to Jeong, Jeong and Lee, (2017), there are many changes that take place
within the firm so that they are able to provide customers with high quality services. It is
important for the business to understand the requirement of customers and to take up appropriate
steps so that they are able to raise their sales and profitability. Digital technology enables to
reach out customers and in delivering improved quality of services. There are certain set of
expectations that customers have before purchasing the services or products. These expectations
changes as per the preferences and also with time. When companies are able to understand their
expectations, then it becomes favourable enough to raise customers satisfaction level (Verma and
2

Chandra, 2016). There are many technologies that are applied within hotel so that customers can
be provided with high quality services.. In this context, it includes online booking system in
which customers are provided with the opportunities to book their room and it also provide
information for the total price that service users have to pay for the total days of stay in the hotel.
These are types of services that enables to raise the level of satisfaction.
Ren, Qiu and Lin, (2016), stated that there is negative impact over the business when
firms are not able to understand client’s requirements. Customers have the options to make use
of the services that are delivered by other firms. When management of firm is not able to meet
the requirements, then it has negative impact over the business as people shift to other firms
which could understand and address their requirements in better way. Further, digitalization is
possible when organizations make frequent changes in the tools and equipment’s on frequent
basis. There are many set of issues or problems that are faced by the businesses in which one of
the main issue is related with making the employees implement change. As per Chong, Lim and
Wong, (2016), there are different type of preferences that employees have, some may be in
favour of implementing the changes but there will be few who may not be in favour. It is
important for the management to provide adequate information at the initial stage so that all the
workers are able to understand the requirements and make up their mind towards the change.
There are other issues in which making use of new technology may not be favourable as all the
workers may not be able to make use of it in effective manner.
Mandelli and La Rocca, (2014), stated that training and development is highly important
for the employees as this enables to make the workers to develop their skills and capabilities and
to implement or make use of the technology in effective manner. Further, there are technologies
in which customers are able to lock up their rooms with the help of mobile application. In this
modern world, hotels develop applications in which all the information in respect with the
services are included. Customers are able to reach out the services in no time. In context with the
small-scale enterprise, there are issues in relation with finance (Mouradian, 2015). They are not
able to make use of the services to implemented digital technology due to lack of financial
support. It is important for the business to have proper planning in which they are able to
understand set of technologies that they are willing to implement. When there is proper planning,
then it becomes favourable enough to make use of the new of updated technology.
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Apart from this, there are other set of consideration that has to be made by the hotels so
that they are able to raise the sales and profitability. According to Law, Tavitiyaman and Zhang,
(2015), there are different type of roles and responsibilities that are given to each worker. When
they are not able to perform their set of roles effectively, then it affects the business in
negatively. In this context, it is important for the business to understand the requirement as well
as issues that are faced by workers and take appropriate steps so that employees are able to
improve the performance level. As per Hemsley-Brown, Hemsley-Brown and Alnawas, (2016),
employees have direct interaction with customers, they are the one who present the products and
service to customers. Workers know better about problems or issues that are faced by customers.
When employees are provided with opportunity to share their view, then they get boosted up and
they develop positive perception towards the firm. Further, suggestions that are taken from
employees enable to make improvement in services that are delivered.
There are many social sites that are available for the hotel in which they can present
information about the products and services to customers. This is highly effective to know
preferences of customers as well as their requirements (Lo, Lo and Qu, 2017). There are firms
that post advertisement on social media in order to know customers response and changes and
made accordingly so that they are able to deliver high quality services to customers. Digital
technology and customer’s satisfaction have strong relation with each other. They are helpful
enough to develop strong relationship with services and to make proper system in which all the
requirements and details of customers can be stored (Högberg, 2015).
Further, there are frequent changes that take place in relation with technology and it is
important for the firm to understand the type of technology that will be favourable enough to
support firm to grow and in improving and in developing strong customers.
Activities and timescales
Activity 1th
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5th Week 6th
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Find
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Topic
Literatu
re
Review
Drafting
of
methodol
ogy
Finish
Proposal
Design
question
and pilot
research
Carry
out &
Record
Research
Data
Analysis
and
Making
Graphs
Discussi
on and
Conclusi
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Final
Report
Editing
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Completi
on
Research approach and methodologies
This is an important aspect that enables to conduct research in systematic manner. There
are different type of techniques and methods that are used in research. This enables to develop in
depth understanding for the research topic. Below given are the research methodologies that will
be followed:
Research approach: This is important aspects that enables to focus on the aim at are set
by the researcher. This is of two types which are inductive and deductive (Mackey and Gass,
2015). Among these two, there researcher will make use of inductive approach as it focus on the
theories and models related with the research topic. It is helpful enough to develop in depth
understanding.
Research philosophy: This is helpful enough to make proper investigation for the sources
that are focused on the issues that are related with the research. There are two different types
which are interpretivism and positivism. Among these, the investigator will make use of
interpretivism as it enables to focus on objectives set for the research topic.
Research design: It is determined to be the blue print of the research. These are of three
type which are descriptive, exploratory and experimental (Taylor, Bogdan and DeVault, 2015).
The researcher will follow descriptive research method as it enables to focus on the theories
related with the aim and objectives that are set. Further, it enables to gather information and to
develop in depth understanding.
Data collection: This enables to gather information by making use of different sources.
These are of two types; primary and secondary. In this research, the investigator will make use of
both primary and secondary (Silverman, 2016). Primary method is gathered with the help of
questionnaire and secondary through books, journals, online sources, etc. Both will help to
provide appropriate information for the research in effective manner.
Sampling: It is not possible to make analysis of population and so it is important to select
samples. To carry out the research, the investigator will make use of non-probabilistic sampling.
This is selected as it enables to select the sample as per preference of researcher. The research
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will be conducted from 20 employees of Qbic hotel as they will be helpful to provide adequate
information.
Data analysis: When information is collected, then it requires to have proper analysis
made so that appropriate outcome can be concluded (Silverman, 2016). There are two methods
for data analysis which are quantitative and qualitative methods. The research will make use of
qualitative method in which thematic style will be applied. This is helpful to present the
information in the form of tables, graphs, etc.
Ethical consideration: There are different type of ethical aspects that are needed to be
considered. With this respect, researcher is required to make sure that all the personal
information that are gathered from respondents should not be disclosed to any one and should
only be used for the purpose of research. Further, all people involved in the research need to be
conveyed about main reason for which research is conducted. Apart from this all the secondary
information used in the research cannot be used as it is, in doing so it will increase the risk of
plagiarism. Further, the total cost that will be £500. It is important to make sure that proper
planning is done so that all the activities for this research can be complete within the determined
budget.
Research Title: “Implications of digital technologies on small business enterprise.
Aim: “To analyse effect of digital technologies on business activities of small business
enterprises: A case study of the Apple house, guest house”
Objectives:
 To investigate the idea and significance of advanced innovations
 To locate the distinctive stages of computerized innovations
 To assess the significance of various advanced advances for little scale business.
 To discover the effect of various computerized advances on the business exercises of
independent venture undertaking.
LITERATURE REVIEW
Impact of digital Technology and consumer satsfacrtions
According to the view of Gagliardi (2013) Change in the business environment is
affected with the change in the digital technology adopted by the company. With the growing
competitive market there is necessity of change in the technology regarding the business
environment. These changes have influenced the business in terms of cost, skills and potential of
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the company it eventually affected the technical outsource and outcomes of the company. The
factor influenced due to digital change in the business:
Functioning: technology had a huge impact on the functioning of the company. It made the
operation rapid with digitization of devices and machineries. Biometrics are used for the
attendance purpose which allows store the data of employees present in the company. Hence, it
has reduced the manpower but as the increasing product demand of the customer it has made
beneficiary for the company. To fulfil the needs of the customer and the demand digitization was
a necessity in today 's competitive market.
Reducing Cost: Small sector business can reduce their cost with the help of technology. Number
of labours have been decreased as there are heavy machineries (Cncs) which are self operated for
the operation which directly affected the business profit and tendency to work faster than earlier
times. As the consumer always has an issue regarding the cost of the product so as the low cost
of the product the provides the product to consumer at the affordable prices.
Potential strength: Digital technology allows business to grow their potential in the global
competitive market. Through online websites and ads the customer can get home base services to
reach the network of the company. Availability of online apps can also ease customer to get the
info and plans of the company online which helps in increasing the potential growth for the
company. Increase in the potential and strength of the company it would make a quality product
as this will help in the customer satisfaction.
Improving skills: In the digital world digitization has made a great impact to the company to
improvise the skills and get to know about the new technology which would make work more
effective and perfect. Improvement in the skills of the employees would help in convincing the
customer and with the proper communication consumer would feel comfort to talk with the
employees in a better manner.
Consideration: New technology allows companies to outsource business function to business in
the global market. It helps in creating innovative ideas and methods to refine the system of the
company. With technical support and service it allows the customer satisfaction with the kind of
queries of the customer. Digital technology like business outsourcing in the international market
will make impact on the consumer mind for the image of the company.
Connectivity: Connectivity plays a major role in the business so that the employees can be in
touch with the co workers or to the customers. Internet connectivity helped in the brief solution
8

and new inventions for the company which lead the growth of the company also to be in touch
with the consumers online would make customer satisfaction.
According to the view of Hashim, (2015) that digitalization with the technology and
other can bring the adverse impact on the firm as well the customer with these many job have
been cut off and firm have to work on the new planing and implementing on the basis of the new
technology. It is important for the customer to understand the various issues that can be solve
with the help division. The impact of the digitalizations is less on the customer side but the other
stakeholder are such as employees and suppliers are facing many difficulties. The small business
enterprise nee to invest more revenue to changes all the technologies. On the other hand the
customer satisfaction can be maximise with the help of more automation bust the sometime the
problems are more with the small enterprises. It is important that major impact on the various
products which they have to sell in the high cost but the time can be save in terms of all the order
can be get from different situations when peak season have been going on the firm. The firm will
be the responsible to bring the various situation as per their requirement due to the
digitalizations.
Research approach and methodologies
` Research methodologies is the most essential of the examination, where specialist select
the distinctive devices of research so fitting information can be gathered and broke down. There
are distinctive angles that are incorporated into the examination strategy, that are investigate
approach, explore outline, information accumulation, inquire about methods of insight,
inspecting and so on. In this examination, the key goal is to discover the effect of advanced
promoting over the exercises of private venture endeavor, accordingly, scientist have chosen
suitable device so as to accomplish the point of examination. The diverse devices of research
approach are as per the following:
Research philosophies: It is the device which encourages the specialist to decide the best
possible source from which information can be gathered. There are two sorts of analyst
reasoning, that are positivism and interpretative (Durkin, 2013). In this report or research,
researcher will utilize interpretative inquire about rationality with the goal that pertinent
information can be gathered.
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Research design: This technique causes the analyst to do the examination in suitable way.
Research configuration is being characterized into three classes that are trial, exploratory and
clear. For this exploration, unmistakable research configuration have been chosen with the goal
that issue can be appropriately understood (Bayo-Moriones, Billón and Lera-López, 2013). If
the research design will be appropriate with the considerations of all the necessary factor will
help to understand the overall methods.
Research approach: specialist approach encourages the analyst to choose the best device so data
can be appropriately dissected. There are two sorts of research approach that are deductive and
inductive. For this examination, analyst have select the inductive specialist approach.
Data collections: It is the path by which analyst gather the data with the goal that issue can be
understands. If the data collection are not taken according to the methods than it will shows
huge base in the research. There are two methods for gathering the data, that are essential and
optional (Laforet, 2013.). Essential information accumulation is the path by which researcher
gather the data from those sources at which information is gathered first time, for example, talk
with, study, perception and so on the opposite side auxiliary information accumulation is the
gathering of data from that sources where information have as of now being gathered, for
example, Books, Journal and so forth. here specialist have select essential information
accumulation where overview will be led.
Chapter- 4 Data analysis
 Do you think that by using the concept of digital technology in small business more
customer satisfaction can be created?
Theme 1: Most of the respondent think that use of concept of digital technology in a small-
business can create more satisfaction among customers.
Respondent
s Percentage
Yes 14 70
No 6 30
Total 20
10

Interpretation- In this about 14 employees thinks that by using the concept of digital technology
in a business more satisfaction among customers can be developed. Today more and more
business are making use of digital technology such as cloud-computing business, online
marketing etc (Fichman, Dos Santos and Zheng, 2014). And about 6 employees think that
through the concept of digital technology positive impact on businesses cannot be created.
11
14
6
Yes
No

2. Does more growth in business can be achieved by using the concept of digital technology?
Theme 2: Most of the respondents thins that growth in the business can be achieved through use
of digital technology such as online advertisement, social websites such as Facebook, twitter.
Respondent Percentage
Yes 12 60
No 8 40
Total 20
Interpretation- About 12 respondent though that growth in business can be achieved through
digital technology (Veit and Spann, 2014).However, about 8 respondents think that in business
growth cannot be achieved through digital technology. Through use of digital technology the
business can target more number of customers as they will get to know abiotic the preference and
likes of customers.
12
12
8
Yes
No

3. Do you think that through online booking system in hotel more profit can be gained to the
business
Theme 3:In the hotel the most of the employees thinks that more profit in the business can be
gained or achieved through online booking system that is been made available in this hotel.
Respondent Percentage
Yes 10 50
No 10 50
Total 20
Interpretation- About 10 respondent think that more number of customers will be there due to
online booking system started at the hotel (Leeflang and Freundt, 2014.). However another 10
respondent do not think so. The online booking system will allow the customers sitting at home
to book the hotel. Through this they will get to know about the prices and the services that is
been offered at the hotel.
13
10 10 Yes
No

4. Do you think that use of social websites in order to promote is services is a good idea for a
hotel?
Theme 4:Most of the respondent think that social media sites can be used in order to promote the
services that is been provided in the hotel.
Respondent Percentage
Yes 15 75
No 5 25
Total 20
Interpretation- In this about 15 respondents think that by making use of social media sites such as
Facebook, twitter etc the people promotion of hotel and its services that is been given can be
done. However on the other hand other 5 respondent do not think they do not believed that social
media sites can help hotel in promotions.
14
15
5
Yes
No

5. Do you think that in a less amount of time work can be done due to use of digital technology?
Theme 5: Most of the respondent thinks that in a less period of time the work can be done by
making use of digital technology.
Respondent Percentage
Yes 12 60
No 8 40
Total 20
Interpretation- About 12 respondents think that a lot of time can be saved by making use digital
technology(Westerman,Bonnet and McAfee,2014.). While other 8 respondent thinks that time is
not saved. By making use of digital technology a lot of time and cost is saved as the labour and
staff need not to be hired for that. By simply putting the content on the web the promotions on
social networks can be done.
15
12
8
Yes
No

6. Are you happy with the use of digital technology at this hotel?
Theme 6: Most of the respondent at this hotel are happy with use of digital technology that is
been used.
Respondent Percentage
Yes 11 55
No 9 45
Total 20
Interpretation- At this hotel about 11 respondent are happy with use of digital technology while
the rest 9 thinks that more use of digital technology can be used by the hotel. They thinks more
and more amount of us of technology can be there as this will also ease the workload at the hotel.
16
11
9 Yes
No

7. Do you agree that there is a strong relationship between digital technology and customer-
satisfaction?
Theme 7: Most of the respondent think that a strong relationship between customer-satisfaction
and use of digital technology is been there.
Respondent Percentage
Yes 13 65
No 7 35
Total 20
Interpretation- About 13 respondent thinks that strong relationship between customers and digital
ethnology is there. However the rest 7 respondent do not thinks so. More and more number of
customers today make the use of digital technology. By using these technologies they will get to
know about insight information about hotel facilities and services.
17
13
7
Yes
No

8. Does innovation and growth of business can be achieved through use social media sites such
as Facebook, twitter,you tube?
Theme 8: Most of the respondents think that through social media sites the growth in business
and innovation can be made.
Respondent
s Percentage
Yes 14 70
No 6 30
Total 20
Interpretation- About 14 respondents thinks that both innovation and growth of business can be
achieved through social websites The hotel or business can develop services different from their
rivals as through social media they will get to know about the likes and dislikes about the
customers. Based on their likes the services will be made and promotion will also be done as per
the expectation of customers.
18
14
6
Yes
No

9. Do you think that by making use of social sites the preference and likes and dislikes of
customers can be known by the hotel?
Theme 9:Most of the respondents think that by making use of social media sites the likes and
dislikes of customers can be found.
Respondent Percentage
Yes 18 90
No 2 10
Total 20
Interpretation- About 18 respondents think that through social media sites the likes and
preference of customers can be find out easily by the hotel. And about 2 respondents so not thin
so that thins that social websites are not so useful for the hotel.
19
18
2
Yes
No

10. Do you agree that high-quality services in a hotel can be given to customers through post
advertisements in social sites?
Theme 10:Most of the respondent think that through post advertisement in social sites the high
quality serveries are been given to customers in the hotel.
Respondent Percentage
Yes 16 80
No 4 20
Total 20
Interpretation- About 16 respondent thinks that high-quality service can be given to customers
through post advertisement through social media while the rest 4 respondent do not think so.
Through online advertising customers will get to know more about the hotel and its facilities.
20
16
4
Yes
No

11.Are you happy with the training that is been given to employees related to use of digital
technology
Theme 11:Most of the respondent thinks that training can be given to employees in order to
make use of digital technology effectively.
Respondent Percentage
Yes 9 45
No 11 55
Total 20
Interpretation-About 9 respondents are only happy with training that is been given to the
employees in the hotel (Matt, Chess and Benlian, 2015). While the rest 11 respondent think that
more training can be given to the employees regrading use of digital technology. The trainings
sessions can be held by the hotel in order to teach employees and staff about the use of digital
technology at the hotel.
21
9
11
Yes
No

`12. Is appropriate use of digital technology is been made at the hotel?
Theme 12:Most of the respondent think that proper use of digital technology is been made in the
hotel.
Respondent Percentage
Yes 10 50
No 10 50
Total 20
Interpretation- In this about 10 respondent think that appropriate digital technology is been used
in the hotel. While the rest 10 respondent do not think so. They think more use of digital
technology can be there in the hotel such as use of security system by which the hotel can get to
know about customers or employees that are comings and going from hotel. This will help the
hotel to maintain strictness at this hotel (Bharadwaj and Venkatraman,2013).
22
10 10 Yes
No

P6. Reflection
With the help of this research, I was able to develop my understanding and knowledge in
respect with the type of strategies that are applied by companies in order to develop strong
customers. At the initial stage I faced difficulty in searching adequate information as there are
were different sources that provided variety of data. However, I was able to develop my skill for
research and select most suitable links that can provided appropriate information. Further, I have
also identified that proper management of time and cost should be done so that all the activities
that are included in the research can be completed within the set time and budget. Apart from
qualitative strategy, quantitative strategy also consider in the research that assists to focus on the
SPSS tools and techniques. Therefore, solutions can be encountered to come up with different
methods and effectiveness. On the basis of detail information, alternative research methodology
can be successfully applied to attain overall aim and objectives at workplace.
P7. Consideration for alternative research
There are different areas which can be considered through which the research can be
improved. With this respect, there are many SME’s like Qbic hotel in various countries that
make use of digital technology. In this context, similar research can be carried out on SME’s of
other countries. Further, the investigator has made use of questionnaire for data collection
method. As an alternative, the researcher can make use of interview as a tool for gathering data.
This is effective as it provides the respondents share their perception on the research topic. When
compared with questionnaire the people have to provide their response from the options
provided. As critical evaluation, it can be stated that interview method in research is consider in
critical way that assists to conduct qualitative research. It is important for tactful and sensitive in
the research program. Face to face interview conducted so that it helps to find appropriate
information and analysis data in systematic manner. Furthermore, accurate and appropriate
information has been identifying in effective manner so that in different ways more focus is
needed in the research.
Conclusion and recommendation
Thus summing up the above report it can be concluded a lot of change has being brought in a
way of operation of business as today more and more number of business make use of digital
technology (Laudon and Laudon, 2015) .By making use of digital technology the companies or
businesses will get to know about likes, preferences of customers. Based on this the services and
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products will be launches by them. The online booking system that is being there in the hotel is
because of use of digital technology. Such by using this services the customers will get to known
about prices, food and facilitates that is been given in the hotel. The promotion by the company
can be done through social media sites such as Facebook, twitter and you tube. The number of
users of these social media sites are increasing day by days and can be sued in order to do its
promotion.
It is being recommended that this hotel need to give proper training session to its
employees about digital technology that is been used. The training sessions need to be there at
regular basis so that they can also learn about these technology use. Also in the hotel more
number of digital technology can be used such as security system that will be keep track of
visitors that is visiting the hotel and also will monitor staff whether they are doing their work that
is assigned to them properly or not. The hotel can also make use of cloud-computing as all the
records of employees and customers can be stored on the cloud and it is also cost effective and
updation is automatic on cloud storage and backup is available. So ,a lot of issues can be soled
through cloud -storage.
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REFERENCES
Books and Journals
Bayo-Moriones, A., Billón, M. and Lera-López, F., 2013. Perceived performance effects of ICT
in manufacturing SMEs. Industrial Management & Data Systems, 113(1), pp.117-135.
Chong, Y. T., Lim, E. M. and Wong, C. S., 2016. Factors That Affecting Customer Satisfaction
among Local Tourists toward Budget Hotels in Malaysia (Doctoral dissertation, UTAR).
Durkin, M., 2013. Tweet me cruel: Perspectives on battling digital marketing myopia1. The
Marketing Review, 13(1), pp.51-63.
Gagliardi, D., 2013. Next generation entrepreneur: innovation strategy through Web 2.0
technologies in SMEs. Technology Analysis & Strategic Management, 25(8), pp.891-904.
Hashim, J., 2015. Information communication technology (ICT) adoption among SME owners in
Malaysia. International Journal of Business and Information, 2(2).
Hemsley-Brown, J., Hemsley-Brown, J. and Alnawas, I., 2016. Service quality and brand
loyalty: The mediation effect of brand passion, brand affection and self-brand
connection. International Journal of Contemporary Hospitality Management, 28(12), pp.2771-
2794.
Högberg, K., 2015. Social Media Marketing in Hotel Organizations and the Process of Creating
Value in a Cross-Cultural Environment–An International Case Study. In Cross-Cultural Business
Conference 2015, May 21st-22nd, School of Management, Steyr Campus (pp. 117-126).
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Laforet, S., 2013. Organizational innovation outcomes in SMEs: Effects of age, size, and
sector. Journal of World business, 48(4), pp.490-502.
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pp.458-488.
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26

Appendix
Questionnaire
1. Do you think that by using the concept of digital technology in small business more customer
satisfaction can be created?
 Yes
 No
2. Does more growth in business can be achieved by using the concept of digital technology?
 Yes
 No
3. Do you think that through online booking system in hotel more profit can be gained to the
business
 Yes
 No
4. Do you think that use of social websites in order to promote is services is a good idea for a
hotel?
 Yes
 No
5. Do you think that in a less amount of time work can be done due to use of digital technology?
 Yes
 No
6. Are you happy with the use of digital technology at this hotel?
 Yes
 No
7. Do you agree that there is a strong relationship between digital technology and customer-
satisfaction?
 Yes
 No
8. Does innovation and growth of business can be achieved through use social media sites such
as Facebook, twitter,you tube?

Research Proposal Form
Student Name: ______________________ Student ID: ______________________
Centre Name: _____________________
Tutor: ________________ Date: ___________________
Unit: ____________________
Proposed Title: ______________________________________________
Section One: Title, objective, responsibilities
Title or working title of the research project (in
the form of a question, objective or hypothesis)
The implications of digital technologies on SME’s
Research objectives (e.g what is the question you
want to answer? What do you want to learn how
to do? What do you want to find out?):
• To understand the concept of digital
technology and customer satisfaction
• To determine the relationship between digital
technology and customers satisfaction on Qbic hotel
• To evaluate the importance of digital
technology on increasing customers satisfaction at
Qbic hotel UK.
• To recommend ways to improve the
satisfaction level of customers at Qbic hotel UK.
Research questions:
 What is the concept of digital technology and
customer satisfaction?
2

 What is the relationship between digital
technology and customer’s satisfaction on
Qbic hotel?
What is the importance of digital technology on
increasing customer’s satisfaction at Qbic hotel UK?
Section Two: Reasons for choosing this research
project
Reasons for choosing the project (e.g links to
other subjects you are studying, personal interest,
future plans, knowledge/skills you want to
improve, why the topic is important):
I have developed by interest in this specific sector so
that research can be conducted adequately. I have
implemented multiple strategies that assist me in
improving my performance level in effective and
efficient manner. This research helps me in
development of my skills by nurturing my abilities.
As hospitality sector remains unknown to me, the
research proposal provided me an opportunity to get
familiar with the industry. Further, I have acquired
adequate information about implications of digital
technologies in the organisation. Eventually, this
research proposal provides me ample of
opportunities to interact with employees of the Qbic
hotel UK. This was very crucial for me in order to
collect and analyse the data effectively.
Section Three: Literature sources searched
Use of key literature sources to support your
research question, objective or hypothesis:
3

Durkin, M., 2013. Tweet me cruel: Perspectives on
battling digital marketing myopia1. The Marketing
Review, 13(1), pp.51-63.
Gagliardi, D., 2013. Next generation entrepreneur:
innovation strategy through Web 2.0 technologies in
SMEs. Technology Analysis & Strategic
Management, 25(8), pp.891-904.
Högberg, K., 2015. Social Media Marketing in Hotel
Organizations and the Process of Creating Value in a
Cross-Cultural Environment–An International Case
Study. In Cross-Cultural Business Conference 2015,
May 21st-22nd, School of Management, Steyr
Campus (pp. 117-126).
Laforet, S., 2013. Organizational innovation
outcomes in SMEs: Effects of age, size, and sector.
Journal of World business, 48(4), pp.490-502.
Section Four: Activities and timescales
Activities to be carried out during the research project (e.g research,
development and analysis of ideas, writing, data collection, numerical
analysis, tutor meetings, production of final outcome, evaluation, writing
the report):
How long this will
take:
Milestone one: ___Literature
Review______________
Target date (set by tutor): ____20th
December________________
Milestone two: _______Drafting of
methodology________________
Target date (set by tutor): ______24th
4

December________________
Milestone three: data collection
Target date: 7 January
Milestone four: analysis of data
Target date: 15th February
Milestone five: Tutor meetings
Target date: 16th February
Milestone six: Writing the report
Target date:17th February
Section Five: Research approach and
methodologies
What type of research approach and
methodologies are you likely to use and why?
Deductive research approach is chosen so that the
researcher could make specific observations about
use of digital technologies in Qbic hotel and
determine implications for business activities of
SME’s
Data will be collected by primary and secondary
methods. Primary data will be collected from 20
employees of Qbic hotel through questionnaire.
Secondary data will be collected from books,
journals, organization records etc.
Data will be analysed by using qualitative analysis
through thematic technique.
What your areas of research will cover:
Area of research will cover the digital technologies
being used by Qbic hotel. Further, second area of
research would be the business activities of a SME
in context of Qbic hotel. Thirdly, and most
importantly, this research will cover the impact of
digital technology on business activities of cited
firm.
5

Comments and agreement from tutor
Comments (optional):
I confirm that the project is not work which has
been or will be submitted for another
qualification and is appropriate.
Agreed: ________________
(name)_______________ Date ______________
Comments and agreement form project proposal
checker( IV sampling)
Comments (Optional):
I confirm that the project is appropriate.
Agreed /Disagree: (Name of the
IV) Date
6

7

Research Ethics approval form
All students conducting research activity that involves human participants or the use of data collected form human participants are required to
gain ethical approval before commencing their research. Please answer all relevant questions and note that your form may be returned if
incomplete.
For further support and guidance please see your respective Unit Tutor:
Before completing this form, we advise that you discuss your proposed research fully with your unit tutor. Please complete this form in good
time before your research project is due to commence.
Section 1: Basic details:
Project title: The implications of digital technologies on SME’s
Student name:
Student ID number:
Programme:
College Name:
Intended research start date:
Intended research end date:
Section 2 Project summary
Please select all research methods that you plan to use as a part of your project:
 Interviews No
 Questionnaires Yes
 Observations No
 Use of personal records No
8

 Data Analysis Yes
 Action Research No
 Focus Groups No
 Others (Please specify) :
Before completing this form, we advise that you discuss your proposed research fully with your unit
tutor. Please complete this form in good time before your research project is due to commence
Section 3: Participants
Please answer the following questions, giving full details where necessary.
Will your research involve human participants?
Who are the participants? Tick all that apply:
Ages 12-16: Young people aged: 17-18 Adults: -
How will participants be recruited (identified an approached)?
 Particiants were recruited by a face to face meeting
Describe the processes you will use to inform participants about what you are doing:
 Personal interaction with the participants as well as participant information sheets will be used
for communicating about research.
How will you obtain consent from participants? Will this be written? How will it be made clear to
participants that they may withdraw consent to participate at any time?
 Written consent will be obtained.
Studies involving questionnaires: will participants be given the option of omitting questions that do not
wish to answer?
No
If no please explain why below and ensure that you cover any ethical issues arising from this
 This is because all the questions in the questionnaire are important for attaining the aim of the
study.
Studies involving observation: Confirm whether participants will be asked for their informed consent
to be observed.
Yes
Will you debrief participants at the end of their participation (i.e give them a brief explanation of the
study)?
9

Yes
Will participants be given information about the findings of your study?(This could be a brief summary
of your findings in general)
No
Section 4: Data Storage and Security
Confirm that all personal data will be stored and processed in compliance with the Data Protection Act
(1998)
Yes
Who will have access to the data and personal information?
 Only the researcher and other authorized personnel.
During the research:
Where will the data be stored?
 In electronic form.
Will mobile devices such as USB storage and laptops be used
Yes
If Yes, please provide further details:
 Laptop will be used for collecting and storing information.
After the research:
Where will the data be stored?
 In Laptop
How long will the data and records are kept for and in what format?
 Till the research is over. It will be kept in electronic form.
Will data be kept for use by other researchers?
No
Section 5 : Ethical Issues
Are there any particular features of your proposed work, which may raise ethical concerns? If so, please
outline how you will deal with these:
10