To Evaluate Staff Training and Development in Customer Satisfaction

This research proposal aims to evaluate the effectiveness of staff training and development on customer satisfaction, using Marks and Spencer as a case study. The project outlines the research objectives, which include analyzing the level of consumer satisfaction and determining the impact of training on business activity. The proposal details literature sources, activities with a 20-25 day timeline, and the use of an inductive research approach for data analysis and interpretation. It also covers ethical considerations, including informed consent, data storage, and security, and includes a research ethics approval form. The research will employ questionnaires and the use of personal records. The proposal emphasizes the importance of staff training in enhancing customer satisfaction and overall business performance.

Research Proposal Form
Student Name: ______________________ Student ID: ______________________
Centre Name: _____________________
Tutor: ________________ Date: ___________________
Unit: ____________________
Proposed Title: To evaluate and determine the effectiveness of staff training and development in
customers satisfaction: A case study of Marks and Spencer.
Section One: Title, objective, responsibilities
Title or working title of the research project (in the form of
a question, objective or hypothesis)
Research objectives (e.g what is the question you want to
answer? What do you want to learn how to do? What do
you want to find out?):
 To study impact of training and development
on employee.
 To analyse the level of satisfaction among
consumer of marks and Spencer.
 To determine the effectiveness cause of training on
consumer satisfaction in activity of business.
Section Two: Reasons for choosing this research project
Reasons for choosing the project (e.g links to other subjects
you are studying, personal interest, future plans,
knowledge/skills you want to improve, why the topic is
important):
To evaluate and determine the effectiveness of staff
training and development in customers satisfaction.
Section Three: Literature sources searched
Use of key literature sources to support your research
question, objective or hypothesis:  Encyclopedia of Information Science and
Technology
 Journal of International Development
Section Four: Activities and timescales
Activities to be carried out during the research project (e.g research, development and
analysis of ideas, writing, data collection, numerical analysis, tutor meetings, production
of final outcome, evaluation, writing the report):
Data collection
numerical analysis
final outcome
How long this will take:
20-25 days
5-7 days
5-10 days
Milestone one: _________________
Target date (set by tutor): ____________________
Milestone two: _______________________
Target date (set by tutor): ______________________
Section Five: Research approach and methodologies
What type of research approach and methodologies are you
likely to use and why?
Under research methodology, an inductive research approach is
used because it is helpful in identifying an appropriate and
generate better outcomes with the figures and facts.
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What your areas of research will cover: Research will cover various aspects such as data analysis and
interpretation.
Comments and agreement from tutor
Comments (optional):
I confirm that the project is not work which has been or
will be submitted for another qualification and is
appropriate.
Agreed: ________________ (name)_______________ Date
______________
Comments and agreement form project proposal
checker( IV sampling)
Comments (Optional):
I confirm that the project is appropriate.
Agreed /Disagree: (Name of the IV)
Date
In literature review, how the staff training render
proper satisfaction among consumer related t the
services and products is being analysed. Also this
increase the level of performance in company in
other way as well.
Research Ethics approval form
All students conducting research activity that involves human participants or the use of data collected
form human participants are required to gain ethical approval before commencing their research.
Please answer all relevant questions and note that your form may be returned if incomplete.
For further support and guidance please see your respective Unit Tutor:
Before completing this form, we advise that you discuss your proposed research fully with your unit
tutor. Please complete this form in good time before your research project is due to commence.
Section 1: Basic details:
Project title:
Student name:
Student ID number:
Programme:
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College Name:
Intended research start date:
Intended research end date:
Section 2 Project summary
Please select all research methods that you plan to use as a part of your project:
 Interviews No
 Questionnaires Yes
 Observations No
 Use of personal records Yes
 Data Analysis Yes
 Action Research No
 Focus Groups No
 Others (Please specify) :
Section 3: Participants
Please answer the following questions, giving full details where necessary.
Will your research involve human participants?
Who are the participants? Tick all that apply:
Ages 12-16
How will participants be recruited (identified an approached)?
Through checking their knowledge, qualification and also experience regarding digital technologies as well as small
firms.
Describe the processes you will use to inform participants about what you are doing:
With the help of organising a proper meeting with participants and then informed them about the research work.
How will you obtain consent from participants? Will this be written? How will it be made clear to participants that they may
withdraw consent to participate at any time?
Under this, written consent will taken through participants.
Studies involving questionnaires: will participants be given the option of omitting questions that do not wish to answer?
Yes
If no please explain why below and ensure that you cover any ethical issues arising from this
Studies involving observation: Confirm whether participants will be asked for their informed consent to be observed.
Yes
Will you debrief participants at the end of their participation (i.e give them a brief explanation of the study)?
Yes
Will participants be given information about the findings of your study?(This could be a brief summary of your findings in
general)
Yes
Section 4: Data Storage and Security
Confirm that all personal data will be stored and processed in compliance with the Data Protection Act (1998)
Yes
Who will have access to the data and personal information?
During the research: The research team
Where will the data be stored?
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It will be stored in the memory of computer.
Will mobile devices such as USB storage and laptops be used
No
If Yes, please provide further details:
After the research:
Where will the data be stored?
Will stored in the memory of computer.
How long will the data and records be kept for and in what format?
After completion of research, it will deleted from computer.
Will data be kept for use by other researchers?
Yes
Section 5 : Ethical Issues
Are there any particular features of your proposed work, which may raise ethical concerns? If so, please outline how you
will deal with these:
It is important that you demonstrate your awareness of potential risks that may arise because of your research. Please
consider/address all issues that may apply. Ethical concerns may include, but are not limited to the following :
 Informed consent.
 Potentially vulnerable participants.
 Confidentiality/anonymity
 Data storage and security, both during and after the research (including transfer, sharing, encryption,
protection).
 Dissemination and use of your findings.
Section 6: Declaration
I have read, understood and will abide by the institution’s Research and Ethics Policy:
Yes
I have discussed the ethical issues relating to my research with my Unit Tutor:
Yes
I confirm that to the best of my knowledge:
The above information is correct, and this is a full description of the ethical issues that may arise in the course of my
research
Name: Date:
Please submit your completed form to the Cohort Leader and a copy to your supervisor only
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