Analysis of Digital Technologies for Capital Courier Ltd. Operations

This report examines the impact of digital technologies on Capital Courier Ltd., a leading courier service, focusing on its business operations and customer satisfaction. The research includes an introduction outlining the background, significance, aims, objectives, and research questions, followed by a literature review exploring the use of digital technologies by the company. The methodology section details the research design, philosophy, data collection approaches, and ethical considerations. The report analyzes data through charts and graphs, providing insights into the company's digital technology usage, challenges, and benefits. The findings include recommendations, reflections, and a conclusion. The report emphasizes the importance of digital tools in enhancing customer satisfaction, expanding market reach, and driving business growth for SMEs. The report also highlights the challenges faced during digital technology implementation. The research aims to provide a comprehensive understanding of the implications of digital technologies on the company's operations and its ability to meet customer needs effectively.

Research Project

TITLE:.............................................................................................................................................1
Chapter 1 Introduction.....................................................................................................................1
1.1 Background of research....................................................................................................1
1.2 Significance of research...................................................................................................1
1.3 Aims and objectives.........................................................................................................2
1.4 Research questions...........................................................................................................3
1.5 Work-break down structure and Gantt chart....................................................................3
Chapter 2: Literature Review...........................................................................................................4
2.1 CAPITAL COURIER LTD.select digital technologies for its operations.......................4
2.2 CAPITAL COURIER LTD.meet customer satisfaction with digital technology............5
CHAPTER 3: RESEARCH METHODOLOGY.............................................................................5
3.1 Types of research..............................................................................................................5
3.2 Research design................................................................................................................6
3.3 Research Philosophy........................................................................................................6
3.4 Approaches of data collection..........................................................................................6
3.5 Ethical consideration........................................................................................................7
CHAPTER 4: DATA ANALYSIS..................................................................................................8
CHAPTER 5..................................................................................................................................19
5.1 Recommendation............................................................................................................19
5.2 Reflection.......................................................................................................................19
5.3 Conclusion......................................................................................................................19
REFERENCES..............................................................................................................................21

TITLE:
“The Implications of digital technologies on SME's for Capital Courier Ltd.”.
Chapter 1 Introduction
1.1 Background of research
Digital tools and technologies are considered to be the most essential element that has
huge influence on the operations of small as well as large business enterprises. Small and
medium size business organizations are plays effective role in economic growth of a country,
thus in the digitized environment the life of human beings are completely based on digital tools
and technologies. Research is considered to be the vast concept which is conducted by an
investigator to address some issues in effective manner (Kumar and Reinartz, 2018 ). Survey is
determined as the effective tool that has applied for addressing some issues in appropriate
manner accomplishing the goals and objectives of the research in effective manner. Capital
Courier Ltd. is the chosen organization for this particular report. It is one of the leading courier
of London that delivers highly efficient services both nationally and internationally. The
headquarter of the firm is in London, UK. Each business organization has their own purpose and
they work for attaining higher growth and position within the market place, thus it creates value
in economic growth of a country. The major motive of Capital Courier Ltd. is to reaching at
higher competitive edge through capturing a wide area of market. This report contents the study
about the influence of digital technologies in the effective operation of Capital Courier Ltd. In
this particular investigation work research aim and objectives are created in respect to providing
a clear direction to the researcher to reach at the final outcome. Appropriate methodologies are
applied as to attaining significant outcome. Literature review plays vast role in providing a clear
theoretical frame work which is based on the research issue. Along with this collected data will
be analyzed by using the tool of data analysis, in which graphical presentation is being prepared
on the questions of questionnaire.
1.2 Significance of research
The research into consideration is based on the use of digital technologies for the growth
and development of small business organization, thus the growth of SME is beneficial for the
economic development of a country (Schivinski, Christodoulides and Dabrowski, 2016). Capital
Courier Ltd. is a well known courier organization, which owned operations around 61 Countries,
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and provides different services like documents, parcels and pieces of freight in around two
hundred countries. As a courier company, it is essential for Capital Courier Ltd. to use new and
advance technologies in respect to enhancing its market reach, thus this create value in growth
and development of business firm at market place. The company was founded in the year of
1988, and as a well reputed organization it is required for respective company or its management
to develop their operations through implementing appropriate source of digital technologies.
Proper implementation of digital tools and technologies are beneficial for corrective operation of
the firm. Along with this digital tools and technologies are effective in making organizational
operations easy and efforts less. The major purpose of each business enterprises is to attaining
higher growth and profitability through emerging advance and innovative digital technologies.
Research aim and objectives are refers as the most essential element that helps the investigator in
providing a brief idea in regards to the activities of the research. A predetermined aim and
objectives helps the researcher in addressing the research issue in systematic way (Giaccardi,
2012). Alongside this, by utilizing different researchers perspective valuable and appropriate
information accurate outcome can be attained. Aim and objectives are designed at the very
beginning of the research as the predetermined aims and objectives are effective in creating valid
and reliable outcome for the research work.
1.3 Aims and objectives
It is determined as the primary aspect which helps the investigator in providing a clear
direction to carry out the work in effective manner. The whole activity of the research is based
on the research aim as it is created for describing the research issue in proper way. The
appropriate aim of the research is “To analyse the implications of Digital technologies on Small
and medium size business organisations”. A case study on CAPITAL COURIER LTD.
Research Objectives
This also plays a vast role in incorporating all the research activities in right direction.
Research objectives are interlinked with the aim of the research which helps an investigator in
creating a proper theoretical framework on discussing the research issue with proper resources.
The essential objectives of the research are described as below:
 To identify the digital technologies that are used by CAPITAL COURIER LTD.for its
business operations.
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 To determine the digital technologies that are helpful for CAPITAL COURIER LTD.in
reaching at higher customer satisfaction.
1.4 Research questions
Research questions are described in the form of general statement in which questions are
prepared on the basis of research objectives. Research questions are effective in conducting the
section of literature review through analysing the perspective of various authors and writers who
are having significant knowledge in regards to the specified area of study. The essential question
of this particular research are described as below:
 How does CAPITAL COURIER LTD. select digital technologies for its operations?
 How does CAPITAL COURIER LTD. meet customer satisfaction with digital
technology?
The predetermined research questions are plays vast role in reaching at the final outcome.
1.5 Work-break down structure and Gantt chart
Work-break down structure refers to a technique of dividing major activities into small
segments. It also provide time frame of each fragmented activity so that researchers can achieve
overall objectives in minimum time interval.
Gantt Chart
Activities/ weeks 1 2 3 4 5 6 7 8 9 10 11 12
Research proposal
Determining research aims
and objectives
Prepare research questions
Literature review
Research methodology
Questionnaire
Data analysis
Conclusion
Recommendations
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Final submission
Chapter 2: Literature Review
The present research is based on the implication of digital technologies on SME's and its
direct influence on the growth and development of business organisation. The questions of the
research are based on the research issue and these are appropriately discussed by the opinion of
various authors and writers. Literature review is also refers to be the most important part of
research work, as it helps the researcher in accumulating data and information through secondary
sources and in this view points of various authors and writers are discussed as to reaching at
accurate and final outcome
2.1 CAPITAL COURIER LTD. select digital technologies for its operations
As per the views expressed by Godey and et. al., (2016), in today's modern and digitized
world the expectation of customers are high as they majorly expect the right product which is
required to be available on a right price. People also wants to deliver their product at the right
place which is selected by them as per their own convenience. Capital Courier Ltd. is a well
reputed company CAPITAL COURIER LTD.is widely concern on enhancing its market reach
through capturing a wide area of market by using advance or digital technologies. The company
is considerably using online applications, website, social media tools etc. as to enhancing their
performnace at market place. These are considered to be the most essential tool for gaining
attention of various customers who are regularly using the services of courier. Now a day's
courier facilities are widely applied by people as they are satisfying their needs and wants by
online shopping and in delivery of products organisations are approaching courier companies.
Along with this CAPITAL COURIER LTD.is significantly concern on developing its relation
with customer so that higher growth and profitability can be attained. The company is also
implementing advancement in their equipments like the firm is providing GPS or navigation
facility to their employees and customers as well. This source is beneficial for both customers
and employees who are delivering the products to the final customers. Employees can easily
found an easy way to deliver the goods and services and customers can easily track their product
with proper detail of organizational employees. The company is also providing mobile
application facilities through which appropriate transaction can be made among the firm or its
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customers. In today's busy schedule, people are usually proper online application and sites as to
satisfying their needs and wants, thus companies like CAPITAL COURIER LTD.are providing
effective delivering facilities to their direct as well as indirect customers or clients in effective
manner.
2.2 CAPITAL COURIER LTD.meet customer satisfaction with digital technology
According to view points of Dabbagh and Kitsantas, (2012), it has evaluated that C\
customers are considered to be the most essential element for an organizational growth and
success. High customer satisfaction cause growth for firm and this also create value in attaining a
higher competitive edge within the market place. Capital Courier Ltd. is the global provider of
personalized courier solution firm. The potential motive of Capital Courier Ltd. is to providing
satisfaction to their customers through delivering the goods and services as per the specified time
period and the selected place. The company is also concern on installing various new and
advance technologies in its vehicles like they designed fleet in respect to improve fuel efficiency,
driver safety and the overall speed of the vehicle and performance of its wider delivery network.
The company now a day's use in-cab black box camera system in its vehicles (Tess, 2013). The
proper presence of RoadHawk Box vehicle camera systems and its appropriate analysis of data
they captured is designed to motivate safer and more fuel efficient driving, while also increasing
driver security.
The company is also using the facility of CCTV camera in their large and small vehicles
that are effective in capturing the activity of drivers and provide proper direction to deliver the
product within the given time duration. GPS tracker facility is also given to the drivers and
customers so that both can track their way and product delivery details in appropriate manner.
CHAPTER 3: RESEARCH METHODOLOGY
3.1 Types of research
Research methodology is considered as major aspect in a research which helps in finding
answers of certain questions in specified manner. It provides several tools and techniques by
which investigators can collect accurate amount of information. It involves qualitative and
quantitative methods which have own purpose and methods for gathering reliable data. This kind
of data further helps in meeting set objectives and targets in given period of time. For example:
Qualitative method helps in formulating data in descriptive manner where as quantitative
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approach is used to collect information in statistical form. In context with present project,
management team of Capital Courier Ltd. have qualitative method to analyse the implication of
digital technology in small and medium type of businesses.
3.2 Research design
It refers to overall strategy which is formulated to address all research questions in logical
and coherent manner. Therefore, it is also known as blueprint of a research which shows
techniques to required information, measurement as well as procedure for analysing the same for
further conclusion. In this regard, for making proper research design, an investigator can use
various methodologies such as experimental, exploratory and descriptive approaches. Under this
present essay, project makers of Capital Courier Ltd. have used descriptive research methods to
prepare research design. This would help in conducting entire activities of research in adequate
manner so that high outcomes can be obtained.
3.3 Research Philosophy
It is considered as main source which shows ways how data of a project needs to be
gathered, analysed and used. By addressing research philosophies under dissertation,
investigators can better formulate their beliefs and assumptions. As per scope of certain project,
projects makers can use four kinds of research philosophies. It includes interpretivism,
pragmatism, positivism and realism. In this present investigation report, project makers of
Capital Courier Ltd. have used pragmatism approach of research philosophy.
3.4 Approaches of data collection
This aspect of research methodologies entails sources by which researchers can collect
required information and data. It includes primary and secondary approaches of data collection.
The concept of these two sources for gathering information and addressing issues of research
topic can be explored in following manner:
 Primary data- This type of research method is generally used when researchers have to
find out original and fresh information of a topic. Therefore, they itself conduct
procedure to get data by publicly surveying, taking interviews and more. Therefore, such
kind of information helps in exploring out reliable and accurate information. But, under
this process, investigators have to arrange proper amount of funds for survey. Along with
this, it consumes much time also.
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 Secondary data- It is another source of research methodology which provided published
or unpublished data. Such type of information on a same topic is extracted from internet
resources, books, journals, newspapers and more, where different authors given their
viewpoint. Under this purpose, investigators have to analyse perceptions of other writers
and collect information accordingly. Therefore, it provides large amount of data but if
talking about accuracy or reliability, this method fails to give such outcomes.
3.5 Ethical consideration
It refers to one of the critical aspect of research methodology which states that in any
investigation, project-makers have to carry out activities in ethical manner. They are amendable
to follow rules of research i.e. not disclose any type of personal information about respondent
whose perceptions are used for gathering data. Along with this, they should not ask any unethical
questions from users which may harm their feelings. It would aid to enhance effectiveness of
outcomes of research as well as prevent the same from different issues also.
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CHAPTER 4: DATA ANALYSIS
QUESTIONNAIRE
1.) Are you aware about implication of digital technology in businesses? Frequency
 Yes 35
 No 5
2.) Will digital technology enable Capital Courier Ltd. in getting attention of
customers?
Frequency
 Yes 30
 No 10
3.) What are the major types of digital tools used by Capital Courier Ltd.? Frequency
 E-mail 14
 Social media and Mobile Technology 11
 Cloud Technology 15
4.) What will be the major challenges faced by Capital Courier Ltd. by
implementing digital technology within organisation?
Frequency
 Lack of strategy for a digital customer drive 15
 Resource availability 12
 Prevent business from Piracy and Hacking 13
5.) What are the major benefits of implementing digital technology within
business for Capital Courier Ltd.?
Frequency
 Enhance customer base 12
 Increase brand recognition and trust 18
 Promote business in vast area 10
6.) What are the major tools of digital technology used by Capital Courier
Ltd.?
Frequency
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 Intranet/ Social Intranet 10
 Chat and Group Messaging 12
 Discussion Forums 8
 Tracking and Case Software 10
7.) Does introducing digital technology in business helps Capital Courier Ltd.
in getting high satisfaction of customers?
Frequency
 Yes 32
 No 8
8.) According to you, if implementation of digital technologies within
organisation will really aid Capital Courier Ltd. in getting high competitive
advantage?
Frequency
 Yes 28
 No 12
9.) Are you satisfied with products and services offered by Capital Courier
Ltd.?
Frequency
 Yes 25
 No 15
10.) Give some recommendation for improvement of services of Capital
Courier Ltd. for increasing sales performance and getting high competitive
advantage...
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