Research Project: Analyzing Plan.com Website's Customer Services

This research project analyzes the use of the Plan.com website in convincing customers to utilize the company's services. The report begins with an introduction that outlines the research's overview, background, significance, aims, objectives, and research questions, followed by a timescale. Chapter 2 provides a literature review focusing on the importance of website development for small businesses, the website's role in marketing and communication, and its impact on customer habits. The methodology chapter details the type of investigation, research design, philosophy, approach, data collection methods, sampling, and ethical considerations. The subsequent chapter presents data analysis, followed by conclusions and recommendations. The report also includes a self-reflection, references, and an appendix. The core investigation aims to determine the importance of website development, identify website usage in marketing and communication, and evaluate the role of the website in shaping customer habits and digital sales. The research emphasizes the website's role as a digital tool in fostering customer relationships and driving business growth in a competitive market, specifically within the telecommunications sector.

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RESEARCH
PROJECT

Table of Contents
TITLE: ............................................................................................................................................1
CHAPTER 1: INTRODUCTION ...................................................................................................1
Overview of the Research...........................................................................................................1
Background of the Research .....................................................................................................1
Significance of the Research ......................................................................................................2
Research Aim..............................................................................................................................2
Research Objectives ...................................................................................................................3
Research Questions ....................................................................................................................3
Time Scale ..................................................................................................................................3
CHAPTER 2: LITERATURE REVIEW ........................................................................................6
The importance of website development in the growth of small business organisation.............6
The major usage of website as a tool of marketing and communication within plan.com.........7
The role of website in evolving customers habits which help in shaping digital sales channel.
.....................................................................................................................................................8
CHAPTER 3: RESEARCH METHODOLOGY ............................................................................9
Type of Investigation..................................................................................................................9
Research Design .........................................................................................................................9
Research philosophy ..................................................................................................................9
Research Approach ..................................................................................................................10
Data collection Methods...........................................................................................................10
Data sampling ...........................................................................................................................11
Ethical Consideration................................................................................................................11
CHAPTER 4 DATA ANALYSIS ................................................................................................12
CHAPTER 5: CONCLUSION AND RECOMMENDATION.....................................................22
Conclusion.................................................................................................................................22
Recommendation ......................................................................................................................22
CHAPTER 6: SELF REFELECTION ..........................................................................................23
REFERENCES..............................................................................................................................24
APPENDIX ...................................................................................................................................26

TITLE:
To analyse the use of website in convince the customers in availing the services of the
company. A case study on plan.com.
CHAPTER 1: INTRODUCTION
Overview of the Research
Digital tools and technologies are considered as the most important element which has
taken huge participation in growth and evolution of an organisational functions. In the
contemporary organisational scenario the competition level is so high within same industry and
for the sack of providing higher competition to their rivals, enterprises are focuses over
implementing high tech technologies and tools within their operations. Therefore, suitable
implementation of the technologies are effective in striving the growth of firm. Website is
ascertained as the key source of digitalisation, that performs effective function in developing
customers base for the purpose of reaching at the competitive position within the commercial
centre (Benitez-Amado and Walczuch, 2012). In the universe full of digitalisation, businesses
are significantly interested over utilising high-tech technologies as making organisational easy
and reliable. Website is an effective element which is applied by small as well as large business
organisation as to implementing good and foster relationship with their potential buyers. Website
is considered as a set of related web pages which are located under a single domain name.
Website is also refers as the most essential element of internet, which emphasis on the
accumulation of global web record that involves a occurrence file which is known as home folio.
Plan.com is the selected business for this particular project, thus it is a telecommunication
service supplier company. Plan.com was founded in the year of 2013, by the efforts of Dan
Craddock. The leading centred sphere of business is to enhancing its buyers base by offering
wide range of products and employment in order to reaching at potential growth and
competitiveness within the commercial centre.
Background of the Research
A website is defines as a collection of related web pages, involving, multimedia content,
typically identified with a common domain name and promulgated on around one internet server.
The tool of internet site is widely used by organisation in order to providing efficacious way to
their buyers, who are willing to taking participation in online practices for the sack of satisfying
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their needs and wants. A website is also effective in analysing the appropriate details in regards
to the organisation or its operations (Chen and Tsou, 2012). With the help of website
organisations are providing assess to the customers to determine the information in regards to the
firm in respect to taking benefits of organisational products and services. Plan.com is a medium
size communication provider firm who deals in mobile, voice and cloud solution. The company
also deals in an brilliant, self goodness internet source which is effective in making people
connect through a network at a global ground. The company is focused on making property
worthy for organisational people through appreciated for their significant efforts and positive
participation within organisational practices with the support of market leading authorization
schemes and arbitrary bonuses.
Significance of the Research
This is also an effectual aspect of investigation work as it emphasizes on examining the
major purpose of conducting the exploration work. The major reason behind conducting a
research is to developing the knowledge, skills and ability of a learner on a specified area, thus
this create value for a person in moving ahead towards achievement of growth in their career or
in future tasks in more efficient way. The research into consideration is based on the use of
internet site in convert the needs of buyers into satisfaction by availing best possible facilities.
Website is considered as an effective instrument that plays vast role in developing the base of
customers by providing them an effective range of products and services to their important
customers by online sources. A researcher conduct an investigation just to finalising the
investigation problem in effectual way by the support of accumulation of valid and reliable
information that are connected over the chosen study area (Fawcett and et. al., 2011). The study
into actual actions are also effective in execution of a new exploration with the previous
guidelines so that the chances of mistakes are reduced and proper outcome can be attained in
proper manner. A new research is also conducted just to overcome with the issue of previous
research which is related to the similar area of study. A research work helps an individual in
developing the ability of finding data and information in regards to a particular research issue.
Research Aim
This consist as the essential part of research area as it supports the investigation in
providing a significant direction to the investigator to carry out the research work in potential
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direction. The essential aim of the present investigation is “To analyse the use of website in
convince the customers in availing the services of the company”. A case study on plan.com.
Research Objectives
This is moreover an another major part of research activity that is co-ordinated through
the motive of research as it is significantly depend on the issue of the research. This section of
research is reasonable in providing a right technique to investigator to implement all activities of
exploration in an effective way (Ganguli and Roy, 2011). The important objectives of
exploration are associated as below:
 To determine the importance of website development in the growth of small business
organisation.
 To identify the use of website as a tool of marketing and communication within
plan.com.
 To evaluate the role of website in evolving customers habits which help in shaping digital
sales channel.
Research Questions
This can be settled as the vital part of investigation area, which provides an apparent
bearing to complete the work of composing overview in most appropriate and efficient manner.
In this portion data necessarily be gathered via separating the sentiment and opinions of various
authors and publisher. The main research questions of the research are described as underneath:
 What is the importance of website development in the growth of small business
organisation?
 What are the major usage of website as a tool of marketing and communication within
plan.com?
 What is the role of website in evolving customers habits which help in shaping digital
sales channel?
Time Scale
This section of the research emphasis on the designing an proper time framing in which
all the exploration actions are implement in appropriate way (Ifinedo, 2011). This consist to be
the primary obligation of an investigator to design an hard-hitting time scale which is effective in
providing suitable guidance with the representation of research action in suitable manner as in
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this activities are shown according to their priority of task. An appropriate time scale helps the
investigator in completion of the work in well planned and systematic way. This also make up
worth in reducing extra time for execution of research activities. Some research activities are
time overwhelming in nature so it is essential for a investigator to create a time frame in respect
to providing appropriate time to attempting tasks of the research.
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CHAPTER 2: LITERATURE REVIEW
This piece of research is considered as the most basic piece of research work which helps
the researcher in directing a top to bottom assessment on the part of the research issue. This piece
of research work depends on hypothetical or theoretical framework, therefore in information
accumulation of based on secondary sources (Inauen and Schenker-Wicki, 2011). This fragment
gives an in-depth evaluation through determination of the perspectives and opinions of various
writers and authors who are having suitable information and abilities in the specific region. In
this segment of the exploration data and information is being gathered through different sources,
for example, books, journalsa, past records, past research work, news paper, etc. This segment is
viable in structure a solid theoretical base as which make an incentive in drawing a substantial
and dependable result.
The importance of website development in the growth of small business organisation.
As per the views expressed by John Taiylor, 2016, a website is referred as the most
important source of digitalisation that performs a vital participation in processing the operations
of the firm in appropriate manner. A website development tool provides companies with a
podium for the necessary web presence which allows an organisation to get in touch with million
of web surfers all over the globe through strength the base of customers. In today's business
scenario competition is so high at market place an it is important for small business enterprises to
apply digital tools and technologies like website as to developing the operations of the firm in
effective manner. Website is effective in providing online services to the user of firm and
enhancing the base of customers at market place. As a small business enterprises plan.com is
focused on implementing the tool of website as to developing the operations of firm at market
place there are various importance of website within the firm in which some are described as
below:
Low cost advertising: Minimal effort publicizing: The website has a far more extensive reach
than some other equipment of digitalisation, this assumes huge job in making promoting as to
catching the eye of clients (IşıK, Jones and Sidorova, 2013). Website sets aside some effort to
develop enough traffic to organizations site to make a beneficial effect on the organizations
promoting effort. As a telecommunicationb organization plan.com is worry on using the
apparatus of website as to building up the online nearness of organization at worldwide level.
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Visibility: Increasing visibility is consist to be the major factor which creates importance for an
organisation to having a website. Website is effective in providing an online base to the people to
known about the details of firm in effective manner. Website provides a map and direction about
towards the company's shops and online applications through which organisation conduct their
operations in effective manner.
Accessibility: This is likewise powerful in giving 24 hours offices to the clients. With the
assistance of site clients can visit the site for help or increasing suitable data about the new
progression in their items and administrations.
Sales: The real intention of every size of business organisation is to improving their deals and
income in regard to accomplishing an aggressive edge inside the commercial centre. An effective
and attractive website is successful in selling authoritative items on the web and improving the
tasks of the firm in proper way.
The major usage of website as a tool of marketing and communication within plan.com.
According to the opinion of Gagan Randhawa, 2013, Website is refers as the key source
of technical advancement as it provides a wider way to individual or businesses to implement a
good interconnect among each other for the purpose of maintaining good and effective
communication which could be resulted in attainment of higher growth and success. The
prepared of net tools like website has developed an effectual path for the growth of business
through reaching at potential customers. Website has considered to be the most essential
instrument for buyers to be connected with the firm or its operations. Companies website plays
crucial role as an effective marketing tool which create value in developing the online of
presence of firm within the globe. In respect to design companies website as an essential
marketing tool, the organisation needs to provide information which full-fills the immediate
wants and needs of the site visitors (Lee, Kelley, Lee and Lee, 2012). As a leading
telecommunication firm, plan.com is focused on implementing website as it is effective in
creating awareness about the firm or its offered products and services at global level, thus it also
plays effective role in developing an appropriate communication channel within and outside of
the firm as to hold over correct stream of data. Communication is also consist to be the major
aspect which needs to be maintained by firm with their potential customers as to conducting long
term transaction.
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The role of website in evolving customers habits which help in shaping digital sales channel.
As per the view point of Marco Vergani, 2018, the way customers behave online has
significantly changes in the past few years. It is essential for each small as well as large business
enterprises to move quickly to develop their business operations through enhancing their e-
commerce channel. In today's contemporary business environment, individual's are very much
cognizant in regards to the digital tools and technologies, so it is required for organisations to use
new and advance application in order to devising business offerings more amended and certain.
Plan.com is a communication service provider company which is consistently concern on
providing effective communication facilities to their significant customers in respect to
sustaining their position in the mind set of customers. Website plays different role in acquiring
buyers habits which help in providing support in improving digital sales channel, some essential
roles are described as below:
Information gathering: Website performs an effective participation in gathering information
about the companies offerings and the basic information about the business processes. Consumer
reports, product evaluation and customer reviews all potentially influence buying behaviour of
customers. Many buyers visit brand websites directly to obtain as much product information as
possible before making purchasing decision (Lin and Lu, 2011). Overall, consumers want
transparency in the form of accurate information and an assurance that the product is being sold
for the lowest price.
Comparing products: Website is also effective for customers in making comparison among the
products of firm as to taking benefits of the most valuable product. Customers can easily
compare the companies product with other brands and make appropriate decision. Online
marketing is the best option to satisfying their own needs and wants.
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CHAPTER 3: RESEARCH METHODOLOGY
This is a principal strategy for accumulation of information and substance which are
required for the exploration work. This report contains the investigation about the use of website
in convince the customers in availing the services of the company. The investigator get
particular techniques and approach for planning the research adequately, it is the commitment of
a researcher to sum-up the propriety, practicality and availability of the assets which are used by
them for do the exploration exercises right way (Makkonen and et. al., 2014). This piece of
research depends on different applications that are compelling in giving a critical bearing to
drawn substantial and solid result. Some successful components of research techniques are
portrayed as beneath:
Type of Investigation
This is the most significant piece of research work, it is the real obligation of researcher
to break down the kind of research as to pushing ahead towards right course. An exploration is
either qualitative or quantitative in nature. The qualitative research is based on collection of
information through qualitative methods, therefore an exploration said to be qualitative when it
manages human perception or emotions. On the opposite side quantitative research depends on
the reception of factual and quantitative aspects. An exploration is known as quantitative when it
altogether manages numerical raw numbers. The present research report shows that the
investigation into thought depends on qualitative nature and it will directed through the reception
of qualitative research methods.
Research Design
This comprise to be the blue print of the exploration as it gives a successful framework
detail in regard to executing research exercises in all around arranged way. Research design basis
on three noteworthy sorts, for example, descriptive, exploratory and experimental research
design (Mills and Smith, 2011). In the present research report descriptive research design has
been applied by researcher as it is successful in leading in-depth investigation on the issue of the
research.
Research philosophy
The research philosophy accentuation on the conviction pattern which is pursued with
respect to researcher for leading investigation work in a correct way. It is fundamental for
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