Ethics Review Process and Application for Research on Customer Loyalty

This document presents a student's application for ethical approval for a research project, detailing the complete ethics review process at Arden University. The application encompasses various forms, including the Ethics Review Process, Participant Information Sheet, Informed Consent Form, and Dissertation Proposal Form. The research focuses on the impact of service quality on customer loyalty within the hospitality industry, specifically analyzing the case of Air BNB in the UK. The application outlines the research methods, including an online survey, data security measures, and informed consent procedures. The student addresses ethical considerations such as participant recruitment, data handling, and potential risks, ensuring compliance with Arden University's ethical guidelines. The forms include details such as project titles, research summaries, and ethical considerations to ensure the ethical conduct of the research. The assignment also includes a dissertation working title form and a research governance document, emphasizing adherence to ethical standards and research integrity.

ETHICS REVIEW PROCESS
STUDENT
Ethics submitted to
supervisor for
approval
Ethics submitted to
UG/PG Dissertation
ML/PTL for final
approval
Data collection can
commence

ETHICS REVIEW PROCESS STAFF

Research Ethics Application Form
All research conducted by Arden University students require ethical approval. The application
should be sent to your supervisor with your research proposal and any supporting documentation
such as a recruitment invitation letter or guide, recruitment flyer (online/offline), participant
information sheet, informed consent form, permission letter form an organisation to use their
premises, participant instruction guide, questionnaire, measures, interview questions, debrief form,
and any supporting or additional documentation that will be provided to the participants, or those
helping with the research such as gatekeepers and assistants.
Once the application and research proposal are reviewed and approved by your Supervisor, it will be
sent to the Module Leader (ML)/Programme Team Leader (PTL) for final approval. You cannot
collect data until final approval has been provided by the ML/PTL.
Please complete the information below.
Date submitted
Course being studied
Module Title
Student name and student number
Supervisor name
Project Title
Importance of service quality in ensuring customer loyalty in the hospitality industry The Case of
Air BNB Uk.
Project Summary
This project is aimed at understanding the way by which service quality influences customer
satisfaction and loyalty with respect to the hospitality industry in the UK. The research analyses this
with special reference to Air BNB in the UK.
Reviewed by internal
expert
Ethics submitted
Approved by research
committee/ethics chair
Data collection to
commence

Research Method
The method that has been used to collect information is an online survey.
What are the planned or desired outcomes of the research?
Outline what you expect to achieve from the research (e.g. testing a new concept, develop an
intervention)
I expect to achieve information that can validate either of the two research hypothesis being tested
through this investigation, namely, a thorough understanding of how service quality can impact
customer satisfaction and loyalty in the hospitality industry in a positive way
Please circle Yes or No to the following questions and where indicated please provide further
information
1. Are you required to use a professional code of ethics and conduct relevant to your
profession (e.g. British Psychological Society, Health Care Professions Council National
Health Service, Ministry of Defence, the Law Society)
No
Yes, the information was obtained ethically and the participation in the survey was voluntary. All
secondary sources are properly cited and questions posed in the survey were all impersonal and
related to the subject matter of the study.
2. If yes, have you read the relevant professional code of ethics and conducts?
Yes
3. Are you using an external research instrument or validated scale? (e.g.
survey/psychometric))
No
4. Are you sourcing primary data involving participants (e.g. Surveys, interviews, focus group,
Internet forums)?
Yes
5. Are you dealing with sensitive data (e.g. personal data, organisational data, those with
vulnerable groups)?
No
6. Are you sourcing secondary data? (e.g. Information from web sites, journal articles, archives)

Yes, literary sources have been selected through the use of Google Scholar and Pro Quest
that are relevant to the subject matter of the study
7. Does the study require DBS (Disclosure and Barring Service) checks?
No
8. Does the study involve direct contact with:
None of the above
Data Security
9. Can you guarantee the full security and confidentiality of data collected?
Yes
10. Please outline how you will ensure anonymity and confidentiality of data
By removing all personal information or details of participants and by keeping it saved in the
USB drive
11. Will you be responsible for destroying the data after the research is complete?
Yes, the responses will be deleted and sent to trash in the PC and deleted from the system
from there
Informed Consent
12. Will all participants receive information as to why the research is being conducted and what
their participation will involve?
Yes
13. Will all participants be asked to give informed consent before the study starts?
No
14. Will all participants be told of the data being collected and how the data be used?

Yes they will be informed
15. Will all participants be told that they do not have to participate in the research?
Yes
16. Does the study involve deception?
No
Risk of Harm
17. Is there any risk that the research may lead to physical/psychological harm or disclosure of
criminal activities/convictions?
No
18. Is there any significant risk that participants may disclose the harming of others or harming
of themselves?
No
Participant Recruitment
19. Are you proposing to recruit participants who are students or staff or Arden University?
No
20. Employees of organisations?
No
21. Students through educational institutions?
No

22. Participants in residential care, social care, nursing homes
No
23. Adults in prison, in custody, on remand
No
Online Research
24. Will any of your research involve online data collection?
Yes
By keeping participation open ended and voluntary
25. Will you be using a survey software (e.g. SurveyMonkey, BOS)
Yes
Survey monkey will be used to create the online survey
Participant Payment
26. Are payments/incentives being offered to participants?
No
27. Will you tell participants that payment/incentives do not affect participants right to
withdraw their data?
No