To assess the impact of ICT in encouraging new sales channels at M&S

This report assesses the impact of Information Communication Technology (ICT) on encouraging new channels of sales within the retail business sector, specifically focusing on Marks and Spencer. The research utilizes both primary and secondary methods, including questionnaires to gather data from 30 respondents. The analysis applies various analytical tools to interpret the findings, categorized into themes such as ICT's benefits, its role in encouraging sales, and its impact on different departments within M&S. The report highlights the benefits of ICT, including improved communication, accurate decision-making, and cost savings, while also addressing potential issues like the cost of primary research and ethical considerations. Data analysis reveals that the majority of respondents agree on the positive impact of ICT on sales and organizational structure, with employees identified as the primary users of this technology. The report concludes by summarizing the effectiveness of the research methods and proposing alternative methodologies, providing valuable insights into the role of ICT in the retail industry. The research also includes a detailed table of contents, introduction, conclusion, and references.

Research Project- Part 2

Table of Contents
INTRODUCTION...........................................................................................................................1
Primary and Secondary research by using appropriate methods and techniques........................1
Apply appropriate analytical tools, analyse research finding and data.......................................4
Communicate research outcomes in an appropriate manner for the intended audience.............8
Reflection on the effectiveness of research methods and techniques.........................................9
Determine alternative research methodologies for the project..................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

TITLE:
"To assess the impact of information communication technology (ICT) in encouraging
new channels of sales in retail business sector- A study on Marks and Spencer".
INTRODUCTION
With the increasing trends of retailing, information technology spend in the retail sector
for attracting large number of customers. ICT is the infrastructure and components which enable
modern computing. There are various inclusive things such as mobile phones, wireless networks,
internet and some other type of communication mode the main purpose of this technology is to
diverse the set of technological methods and tools which ca be used for interacting, developing,
creating, managing, storing and maintaining information (Al-Jabri and Sohail, 2012). ICT is the
social networking sites which help in motivating new channels of sales in the retail business
industry. This project is based on Marks and Spencer which is multinational retailer organisation
headquartered in united kingdom. The main aim of this project is to have systematic operation so
that company are capable for gaining high profitability and income. The current research is based
on data analysis by applying secondary and primary method.
Primary and Secondary research by using appropriate methods and techniques
Research is that study of specific issue, problem and concerning an organisation by using
appropriate scientific method. It is a systematic enquiry to discuss, control, predict, estimate and
observe the whole process. The main motive of conducting this research is to overcome with
arising issues and problems for draw reliable and valid results in effective manner. In
investigating project, facts and figures is determined as primary factor where activity of research
work is based on collecting accurate data. The research work can be done with the help of using
two major sources that includes primary and secondary data collection method. At the time of
research work, it is necessary for researcher to have appropriate knowledge about various
sources through which they can easily gather data to carry out research activities in proper
manner. Both methods of research can be implemented by investigator for gathering accurate
data and information (Brewster and Hegewisch, 2017).
Primary method – It is effective method which help in gathering and collecting important
facts regarding respondents. In this method, questionnaire has been developed for gathering
accurate and reliable data for conducting investigation towards right direction. This is considered
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as major system and tool which can be used for the store and generate authentic data. There are
various methods of primary research such as questionnaire, interview, survey and observation. It
is that techniques of analysis which assist in giving correct information which is based on buyers
views and opinions.
Secondary method – This method help in determining essential data and information
which are already presented. There are different types of research methods such as websites,
articles, books, published documents, magazines, journals and various other data collected with
the help of previous surveys. In current period of time, researcher examine authentic information
on each subject through internet and other mentioned sources that is beneficial for collecting
maximum data (Cascio, 2014).
In addition to this, researcher help in gathering and collecting important data by using
primary method where questionnaire assist in grabbing best suitable content. On the basis of this,
investigator can easily analyse their perspective, opinions, thoughts and personal opinion of
person while implementing effective business operations and its functions. For using this
method, there are various issues and barriers which arise that are described as under: Cost – Primary research is expensive approach where company need to invest large
amount for assemble relevant information and data. This research method is best suitable
for large companies as compared with small scale organisation. Marks and Spencer
required to spend possible amount on conducting questionnaire activities where data can
be gather or collect through 30 respondents (Christopher, 2016).
 Ethical issues – There are different issues and problems which are face by researcher
such as management of confidentiality, integrity, honesty, carefulness of stated facts.
These are require to manage and maintain appropriately due to getting correct outcomes
related to research. Such type of information need to examine in previous stages to clarify
this in better manner.
Questionnaire
Q1) Do you think ICT is beneficial for an organisation? Frequency
Agree 28
Disagree 2
Q2) Does information communication technology help in encouraging newFrequency
2

channels of sales in Marks and Spencer organisation?
Yes 20
No 10
Q3) Which department of M&S use Information Communication Technology for
manage all data?
Frequency
Finance Department 10
Marketing Department 15
Operation Department 5
Q4) What are the benefits of ICT in Marks and Spencer? Frequency
Rapidly sending information 5
Improve in communication 15
Making accurate decisions 10
Q5) Who are the users of Information Communication Technology within an
organisation?
Frequency
Employees 28
Managers 2
Q6) What is the impact of information communication technology on company
growth ?
Frequency
Positive 10
Neutral 15
Negative 5
Q7) Does ICT help in maximise organisation structure on international level? Frequency
Yes 27
No 3
Q8) What are the benefits of information communication technology at the time of
enhancing sales?
Frequency
Reaching with customers 15
Time saving 10
Cost saving 5
Q9) Which are the main factors which directly affect on development of
Information communication technology?
Frequency
3

Technology 5
Different Channel 15
Networking 10
Q10) Does ICT help in increasing communication level of company with their
customers?
Frequency
Agree 28
Disagree 2
Q 11) Do you have any suggestion regarding assess the impact of information
communication technology (ICT) in encouraging new channels of sales in retail
business sector
Apply appropriate analytical tools, analyse research finding and data
Data analysis is one of the important components which help in using effective
information in better manner in order to get potential results or outcomes. In this investigation,
researcher using questionnaire tool for gathering and collecting higher information through target
respondents and services. The data analysis approach is based on particular theme
Theme 1 : ICT is beneficial for an organisation
Q 1) Do you think ICT is beneficial for an organisation? Frequency
Agree 28
Disagree 2
4

Interpretation : From the above table, it can be analysed that information communication
technology is very useful for marks and Spencer organisation. There are around 28 respondents
who are agree on that ICT is useful technology for company so that this will enhancing their
sales volume in better manner. Remaining 2 respondents are disagree on that technology is
beneficial for the M&S retailing company.
Theme 2 : Information communication technology help in encouraging new channels of sales
in marks and Spencer
Q 2) Does information communication technology help in
encouraging new channels of sales in Marks and Spencer
organisation?
Frequency
Yes 20
No 10
5
28
2
Agree
Disagree

Interpretation : It can be analysed that information communication technology assist in
motivating new sales channels in marks and Spencer organisation. There are approx. 20
respondents who are said yes for that ICT help in encouraging channels of sales in an
organisation. Rest of the 10 respondents are said no for this statement and they believe that ICT
help in enhancing new channels of sales in M&S company.
Theme 3 : M&S use Information Communication Technology for manage all data
Q 3) Which department of M&S use Information Communication
Technology for manage all data?
Frequency
Finance Department 10
Marketing Department 15
Operation Department 5
6
Yes No
0
2
4
6
8
10
12
14
16
18
20
20
10
Column B

Interpretation : In marks and Spencer company, the use of information communication
technology help in managing and storing all relevant data and information in proper manner.
There are various department where organisation can use ICT techniques for enhancing its sales
volume. There are around 10 respondents who are agree on finance department to use ICT for
maintaining company budget in effectively, remaining 15 respondents are agree on marketing
department help in managing and storing all important data and information and rest of 5
respondents are said operation division using ICT assist in maintaining data and information.
Theme 4: Benefits of ICT in marks and Spencer
Q 4) What are the benefits of ICT in Marks and Spencer? Frequency
Rapidly sending information 5
Improve in communication 15
Making accurate decisions 10
7
Finance Department
Marketing Department
Operation Department

Interpretation : From the above table, it can be analysed that there are various benefits of
information communication technology acquired by marks and Spencer company. There are
around 5 respondents who are agree on that fast delivering information, rest of the 15
respondents are said that this will help in improving communication and remaining 10
respondents are agree on developing best suitable decisions. This will help in making appropriate
decision regarding business growth and success.
Theme 5 : Users of Information Communication Technology within an organisation
Q 5) Who are the users of Information Communication
Technology within an organisation?
Frequency
Employees 28
Managers 2
8
Rapidly sending information
Improve in communication
Making accurate decisions
0
2
4
6
8
10
12
14
16
Column B

Interpretation : As per the above table, it can be analysed that there are various user who are
gain benefit of this information communication technology within an organisation. Such as
employees and company managers who are taking use of ICT techniques for making accurate
decision. There are around 28 respondent who are agree on that employees are the users of
information communication technology for enhancing company sales in proper manner. Rest of
the user are company manager who are agree on that statement.
Theme 6 : Impact of information communication technology on company growth
Q 6) What is the impact of information communication technology
on company growth ?
Frequency
Positive 10
Neutral 15
Negative 5
9
Employees Managers
0
5
10
15
20
25
30 28
2
Column B

Interpretation: From the above described table, it can be analysed that there are three type of
impact which directly affect on organisation information communication technology method in
better manner. There are around 10 respondents who are agree on that statement that it will
create positive effect on business growth, rest of the 15 respondents are agree that it will create
neutral impact on growth and 5 respondents are agree on negative effect which negatively impact
on company growth and success.
Theme 7 : ICT help in maximise organisation structure on international level
Q 7) Does ICT help in maximise organisation growth on
international level?
Frequency
Yes 27
No 3
10
10
15
5
Positive
Neutral
Negative

Interpretation : It can be stated that information communication technology assist in increasing
organisation growth and development at global level. There are approx. 27 respondents who are
agree on ICT assist in enhancing company growth in international level. Rest of the 3
respondents are disagree on that consideration towards their business operations and its
functions. Remaining 3 respondents assist in increasing organisation development and growth in
effective manner.
Theme 8 : Benefits of information communication technology at the time of enhancing sales
Q 8) What are the benefits of information communication
technology while enhancing sales?
Frequency
Reaching with customers 15
Time saving 10
Cost saving 5
11
27
3
Yes
No

Interpretation : It can be analysed that there are various advantages of information
communication technology while increasing sales volume. There are around 15 respondents who
are agree on that statements and they believe that ICT help in reaching with customers, rest of
the 10 respondents are agree on that it will assist in save more time and remaining 5 respondents
are said that this will assist in saving cost in better manner.
Theme 9 : Factors directly affect on development of Information communication technology
Q 9) Which are the main factors which directly affect on
development of Information communication technology?
Frequency
Technology 5
Different Channel 15
Networking 10
12
15
10
5
Reaching with customers
Time saving
Cost saving

Interpretation : It can be stated that there are various factors which directly impact on
development or growth of information communication technology. In this, there are around 5
respondents who are agree on that technology effect on this, rest of the 15 are consider that
various channel impact on ICT and remaining 10 respondents are agree on different networking
are major factor that directly effect on ICT technology within an organisation.
Theme 10 : ICT help in increasing communication level of company with their customers
Q 10) Does ICT help in increasing communication level of
company with their customers?
Frequency
Ease Of Communication 15
Higher Accessibility 10
Proper flow of Information 5
13
5
15
10
Technology
Different Channel
Networking

Interpretation : From the above table, it can be analysed that 15 respondents are agree on that
ICT help in communicate with customers in easy manner, 10 respondents are agree on that
higher accessibility and 5 respondents are said yes for proper flow of data and information in
better manner. In an organisation, the information communication technology help in
maintaining and getting higher success or growth in effective manner. Information
communication technology help in enhancing communication level of organisation with their
customers effectively.
Communicate research outcomes in an appropriate manner for the intended audience
In this part of research, experts analyse relevant data and information so that they are
collecting and gathering with using various methods. Through this, it is necessary for examining
that data are collecting with authentic sources which provides definite content. The main
objective and goal of this project part is to examine that if researcher acquire best possible
solution of investigation questions which help in achieving desired goals and objectives in better
manner. Through appropriate analysis, recommendation take places which help in giving final
conclusion. There are review of research objectives that are determine as under:
Analyse the role of ICT in retail business sector
Information communication technology is required for smoothly running of business
operations and its functions in retail sector (Costen and Salazar, 2011). Such type of applications
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15
10
5
Ease Of Communication
Higher Accessibility
Proper flow of Information

and technology help in properly flow of business operations and its activities so that the
company are capable for driving high amount of profitability in effective manner. ICT help in
enchaining the organisation's ability and capability to respond to the developing market place
with increasing its speed and flexibility. Also they are gathering and collecting customer relevant
data at the time of increasing differentiation. For doing effective work, retail company need one
system for working with all stores which ensure most optimum usage of stock and improving
business procedures.
Importance of developing new sales channel in retail business sector
Information communication technology will play an important role in the current era.
With the help of ICT, the firm can develop effective business for interacting with customers,
suppliers and distributor. This is essential in daily life. This is necessary for marks and Spencer is
to develop and make those technology which help them in increasing sales amount. This will
enhancing the customers volume which attract large number of buyers towards new services or
products (Ford, 2014).
Impact of ICT in creating new sales channels in M&S
Information communication technology system can be used by company for performing
different work or tasks. There are various impact of ICT in retail industry are flow of
information, transaction processing, decision support, work-group support, executive support,
data management and effective communication. ICT creating new opportunities by enabling
designing and rendering digital products which allow company for enhancing sales income and
margin by accessing foreign markets in direct manner.
Evaluate the way in which new sales channel enhances the satisfaction level of the customers
in retail industry
There are various trough which new sales channels help in increasing customer
satisfaction level in the retail sector. The company require to set reasonable price which gaining
attention of large number of customers towards appropriate services or products. Marks and
Spencer always focus on customer needs and demand which assist in enhancing their sales
volume in proper manner. They are also using messaging apps which are excellent channel to
provide effective and good support to the customers (Kolb, 2014).
Recommend ways in which ICT can effectively encourage the creation of new sales channels
in M&S
15

Information communication technology is became useful in business organisation in all
over the world. For customer satisfaction, the company need to develop new products and
services for attracting more customers towards Marks and Spencer company. There are different
ways by which information communication technology effectively motivating developing new
sales channels in Marks and Spencer.
Reflection on the effectiveness of research methods and techniques
According to the described project, I analysed that ICT is very useful and beneficial
advanced technology for interacting and share relevant information among people and also
develop effective technology for enhancing sales channels. I need to examine that ICT function
assist people for developing and maintaining their knowledge along with different individual.
With the help of information communication technology, the firm can easily interacting with
their customers and develop higher growth and development. In this procedure, I examine that
management of marks and Spencer need to analyse their buyers views or reviews for make
proper changes. Through this, I can collect accurate data and information by developing
questionnaire approach that is primary method of data collection which assist me in analyse
customers opinions regarding this method. I adopt primary method for data analysis and it will
help me in examining personal view of customers, on the other hand, secondary method is
determine previous information and data which is not specific for this investigation.
Determine alternative research methodologies for the project
The research project is present effectiveness of information communication technology in
an organisation where data has been collected with using primary and secondary methods. In this
procedures, questionnaire tool help in giving relevant information for analysing customers
personal reviews and views in better manner. The major alternative, interview technique can be
used as primary research method approach that help in giving appropriate data and information
to the researcher. The main benefit of interview is that this will help in providing correct,
authentic, unbiased and brief information to analyst than questionnaire. It is the major drawback
as it is time consuming method which take double duration as compare with questionnaire.
Through this, investigator need to manage and maintain relevant funds for investigation so the
research is useful for grab for increasing content with using questionnaire methods.
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CONCLUSION
From the above mentioned report, it can be analysed that ICT is the infrastructure and
components which enable modern computing. ICT is the social networking sites which help in
motivating new channels of sales in the retail business industry. Research is that study of specific
issue, problem and concerning an organisation by using appropriate scientific method.
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