Research Project: Customer Satisfaction at County Contractors PLS

This research project analyzes customer satisfaction within the County Contractors Company PLS, a contractor enterprise. The project begins with a research proposal outlining the rationale, research theme, target audience, and methodology, including surveys and secondary research. Task 1 focuses on outlining the research project, identifying contributing factors, conducting a literature review, producing a specification, and outlining the plan and procedures. Task 2 details the research questions, investigation methods, and data collection techniques. The research investigates customer satisfaction with products and services, staff skills, value, and frequency of service use. Task 3 focuses on evaluation techniques, interpretation, and analysis of the research findings, leading to recommendations for improvement. Task 4 presents the outcomes of the research, including a presentation of key findings and conclusions.

RESEARCH PROJECT

Table of Contents
Title: To analysis customer satisfaction at workplace in contractor enterprise- A case study on
County Contractors Company PLS..................................................................................................1
TASK 1............................................................................................................................................5
1.1 Research project outline........................................................................................................5
1.2 Factors contributes in research .............................................................................................5
1.3 Literature review...................................................................................................................6
1.4 Research project specification...............................................................................................8
1.5 Plan and procedures..............................................................................................................9
TASK 2..........................................................................................................................................10
2.1 Research questions..............................................................................................................10
2.2 Research investigation........................................................................................................12
2.3 Recording and collecting of data.........................................................................................14
TASK 3..........................................................................................................................................16
3.1 Research evaluation techniques..........................................................................................16
3.2 Interpret and analysis research ...........................................................................................17
3.3 Recommendations...............................................................................................................18
TASK 4..........................................................................................................................................19
4.1 Presentation of outcomes....................................................................................................19

Title: To analysis customer satisfaction at workplace in contractor enterprise-
A case study on County Contractors Company PLS.
1

Research Proposal
NAME:
DATE:
Organisation County Contractors Company PLS
2

Reason for choice To analysis customer satisfaction within the
organisation in contractor enterprise.

Research Theme Concept of customer satisfaction
As per the view of Sami, (2009) importance of
customer satisfaction also increasing in several
fields of production. Due to high competition and
market demand, it is also emphasizes in
construction as well.
Factors which influence to the customer
satisfaction
As per the point of Eilers, Eilers and Glavinich,
(2016), in customer satisfaction level, negative
factor appear in the business. Due to poor
performances of the organisation, customer getting
poor satisfaction which hamper to the business
operations and outcomes.
Interrelationship between customer satisfaction
and business unit
Beside this, Chen, Matsumura and Wu, (2014)
explored that there are different kinds of factors
impact on the performances of the chosen
industry. It includes technological, types and
quality of response, supplier capabilities,
complaint management, etc. Technological factors
impact to the industry because each customer
demand advance quality in goods which
determines effective results in business unit.
Target audience Customers
Sample 20 sample size, simple random sampling
Expected outcome
Methodology:
Face to face
Other
Survey
Questionnaire:
Quantitative
Qualitative
Mixture of both
Questionnaire
Secondary research Journals, books, articles, magazines, etc.

Literature review
Time frame:
Start fieldwork
Complete fieldwork
Collate/record data
1 Week
11 week
2 Week
Final report
PowerPoint
presentation
TASK 1
1.1 Research project outline
In order to increase business outcomes, customer satisfaction very important element.
This is because, it helps to accomplish goals and objectives through development programs.
In the present time, customer satisfaction play a significant role for assess organisation
performances (Chen, Matsumura and Wu, 2014). In contractor enterprise, developing
satisfaction of customer determines through advising several businesses such as chemist,
retail, healthcare, etc. The chosen company determines their outcomes and results through
enhancing skills and abilities within the staff. Therefore, it is the best way to attract potential
customer towards the business. Presently the research examines customer satisfaction in the
organisation. In this aspect, Country Contractors Company PLS need to assess requirement of
buyers from the business operations. For example, retail division of the country contractor
require high street brand as clients which includes boots the chemist.
1.2 Factors contributes in research
In order to conduct the research, customer satisfaction need to be measure within the
organisation. Therefore, performances of County Contractors Company PLS. With the help
of research, the organisation has benefit to enhance their workers ability so that qualitative
results can be produce towards the businesses. Therefore, it will help to fulfil customer and
guest requirement through gaining insight knowledge of the enterprises. In addition to this,
overall growth also enhancing which create positive impact on the company. Moreover, it
supports to carry the present research to accomplish aims and objectives that are stated as
follows:

Research Aim: To analysis customer satisfaction at workplace in contractor enterprise- A
case study on County Contractors Company PLS.
Research Objectives:
 To identify concept of customer satisfaction in County Contractors Company PLS.
 To assess the factors which impact on customer satisfaction County Contractors
Company PLS.
 To demonstrate relationship between customer satisfaction and company outcomes. To recommends ways which can be used by County Contractors Company PLS to
increase their customer satisfaction.
Research questions
 What is the concept of customer satisfaction in County Contractors Company PLS?
 What are the factors which impact on customer satisfaction in the selected enterprise?
 How customer satisfaction and business results interrelated with each other?
 What are recommendation you provide to enhance customer satisfaction within the
organisation?
1.3 Literature review
Concept of customer satisfaction
As per the view of Sami, (2009), customer satisfaction is the marketing element
which measure that how goods supplied through business to meet expectations of each buyer.
It is very important aspect which provides effective functioning to marketers and organisation
as well to improve their revenue. Therefore, certain studies also made for developing
outcomes and results. However, Eriksson, LeBel and Lindroos, (2015) stated that customer
satisfaction in County Contractors Company PLS determines to assess new information
regarding buyer. Therefore, market study can also develop that help to utilising and
measuring customer data in the multidimensional environment of the company of
construction.
According to the Kärnä, Kärnä, and Junnonen, (2016), customer satisfaction is the one
key issue for enterprise to make their efforts to enhance quality in competitive marketplace. It
can be demonstrates as goal and measurement of the tool for development of the construction
quality. Further, customer satisfaction considered which affect to them for retention. As
results, it demonstrates profitability and competitiveness within the industry. On the other
hand, Ceptureanu, Ceptureanu and Luchian, (2017) depicts that complete customer
satisfaction securing the loyalty of customer and generate superior the long term objectives of

financial performances. It is also measuring apparent of the high customer satisfaction which
leads to enhance strengthening of relationship among company and customer. Collaboration
also assist to find out development of construction process in satisfaction of buyer.
Factors which influence to the customer satisfaction
As per the point of Eilers, Eilers and Glavinich, (2016), objectives of the present
study determines to produce new information that are widely used for customer satisfaction
which impacted by several factors. These factors discussed for utilising and measuring the
customer data which could be impact on the business performances. Beside this, Xiong,
Skitmore and Bridge, (2014) generated their views for evaluating the quality from the
customer perspective. It will emphasize by the many authors in the construction sector. They
stated that customer are body who incorporates interest in the services such as prospective
users and other interested people. Mainly due to poor quality customer satisfaction affected in
County Contractors Company PLS.
Furthermore, Pätäri and Sinkkonen, (2014) said that cost of the products and services
are main aspect which influence to the people in effective manner. In order to enhance
satisfaction level, supplier ability need to be manage carefully for the whole customer cycle.
Compatible and hassle free functions and operations need to be manage systematically that
influence to the functions and operations of County Contractors Company PLS.
Interrelationship between customer satisfaction and business unit
According to the Haverila and Fehr, (2016), relationship between customer
satisfaction and business unit categorised in the construction constitutes in the multiple way.
In this aspect, parties operates their functions simultaneously and collaborates in the group
network. As results, customer satisfaction need to be understood within the transaction
specific construct. There are many models classified in product manufacturing which never
produce best results in the construction sector. However, Womack and Jones, (2015) stated
that co-operation among customer and contractor strongly emphasizes to put input in the
considerable implications for outcomes and construction project. Complex nature in the
construction process include to make changes in the business unit to exploit experience and
feedbacks from customers. It also emphasis to suggest that each enterprise in the construction
determines for customer and supplier. Therefore, it creates value for the fundamental factor in
successful project.
As per the view of Kärnä, Kärnä, and Junnonen, (2016 , manager of County
Contractors Company PLS play great role to create trusting relationship and customer
satisfaction. The company also found that manager has ability for managing customer relates

directly which make successful results. In this aspect, additionally recognised that satisfaction
performances of the participants prerequisite to maintain working relationship. This is
because, performances of each participants in the construction project coalition that is
interdependent. Therefore, other participants also need to assess their performances. On the
other hand, Xiong, Skitmore and Bridge, (2014) explored that quality in contractor company
is the complex issue. Therefore, it includes two approaches such as conformance to
requirement and customer satisfaction. Major concern of conformance of requirement
approach determines constructed facility which conform to design specification.
1.4 Research project specification
Following are research project specification can be categorised in the selected
business research:
 Research approach: Research approach determines as the formulation of the plan
which carry by researcher to make successful outcomes on the issue. There are two
types of research has been carry such as inductive and deductive. Inductive approach
determines to generate new theory through emerging the data (McCusker and
Gunaydin, 2015). On the other hand, deductive approach demonstrates to construct
testing theory. Inductive approach is based on the qualitative research so that in
present report, this approach has been taken to analysis effective outcomes.
 Research design: Another methodology considered as the research design which
based on the abstract on which whole research program conduct study. Basically it is
determines several kinds of study which could be support to the researcher for
collecting appropriate data (Kvale and Brinkmann, 2014). There are different types of
research design can be implemented such as descriptive, experimental, etc. In order to
determines research design, researcher carry descriptive design. This is because, this
research has been used to describe characteristics of the populations in study.
 Research philosophy: Research philosophic is the effective aspect which stated
several ways through investigator gather relevant data regarding their topic and also
develop study knowledge through assessment of the data (Morgan, 2013). In respect
to conduct successful research, present report carry interpretivism philosophy.
 Methods for collection of data: There are several kinds of methods exists which can
be determines to carry effective outcomes. Researcher need to collect the data which
is based on the selected topic of the issue (Fletcher, 2017). In this aspect, collecting

data focuses on the primary and secondary sources through research can be carry in
effective aspect.
1.5 Plan and procedures
Activities Week 1 Week
2
Week
3
Week
4
Week
5
Week
6
Week 7 Week
8
Week
9
Week
10
Week
11
Research
proposal
defines
Background
and
rationale of
the present
study
Review of
literature
Demonstrat
e aims and
objectives
Finalizing
aims and
objectives
Develop
questionnai
re
Gathering
data from
primary and
secondary
source
Examining