research projet week 3

DISSERTATION OF SERVICE QUALITY IMPROVEMENT

Lusciano Foster

Ashford University

Business Research Methods & Tools (NAG1428A)

BUS642

Loay Alnaji

July 20, 2014

Dissertation of Service Quality Improvement

A research proposal for a possible dissertation entails keen consideration of peer-reviewed articles to establish the possibilities given regarding the topic. Problems, purpose and, hypothesis of the research are to be established to guide during the research. Planning dissertation research for a business follows a format that gives prospectus clients or supporters a vivid view of the reasons and importance of the research.

Service quality improvement has been a critical issue to most business setting, rendering them to provide poor services. They focus on spending a lot of money on ill- conceived services in addition, undermining the best methods to offer their customers with quality services. In such cases, customers feel unsatisfied and not treated in a manner they would like to be handled. Excellent service is an important approach because customer’s loyalty and satisfaction is improved. Every business should focus on how to improve their services in order to retain their customers and gain more customers.

Customers view value as the profit acquired from the trouble encountered such as unfriendly employees, high prices, services that are not attractive and locations that are not convenient to them. With excellent services, profit maximization of the company is improved and customer’s burdens on non-price issues are minimized. Most business organizations suffer low profit because their services do not meet customers’ expectations. Prior researches have concentrated on how services can be measured and nature of customer’s expectations without considering the service quality improvement factor, in order to improve their profits (Loshin, 2011).

This research will help to identify means of improving service in business organizations. Quality need to be described by the customer, whereby it should conform to his or her specification. Most company’s view quality as conformance to organization specifications and this research will help to solve this problem by identifying the best methods of delivering quality service. This research will help to address the questions on how to respond to customers and taking care of them (Hernon, 2011).

Ethics has become a keystone for carrying out successful and significant research. Due to this, the ethical conduct of individual researchers is under unprecedented analysis (Best & Kahn, 2006; Field & Behrman, 2004; Trimble& Fisher, 2006). Some of the ethical concerns likely to be experienced when conducting research are explained below;

Safety of the researcher may be compromised when conducting a research and so it is important to consider his or her welfare. This is due to questions the researcher may address to the participants. Researcher may experience some risk that could not only be physical but also psychological and could affect the performance in data collection. The researcher needs to be sensitive with topics they engage in and questions they address.

Researcher also need to consider the participants protection and should take it as their responsibility. Protection should be equal among all the individuals despite their age, gender or race. The researcher should also familiarize with participants in order to be able to protect their well-being.

The researcher should also adhere to, anonymity. If respondents are not willing to reveal their names, the researcher should respect this option and abide by their wishes. The researcher when collecting data should also maintain confidentiality. For example, when conducting the research on certain company and may require their confidential information, it is clear that he or she should not disclose the information to other prospectus. Respect should also be maintained by the researchers in order to gain access to the respondents and get the relevant information.

Researchers should also debrief the participants after the research. This is significant in order to provide the additional information that is necessary to them. It is critical in qualitative research that you interpreted your participants’ comments correctly.

Descriptive research design will be used to establish the relevant facts that the research. This aims to establish research without necessarily manipulating the variables of the study (Singh, 2010).

The design will assist in giving answers which are associated to a particular research problem. A descriptive study will be undertaken in order to ascertain and be able to describe the characteristics of the variable of the interest in a situation. The goal is to offer a profile of the phenomena of the interest from a specific perspective. It will be restricted to fact finding and may result in the formulation of important principles of knowledge and solutions to the problem. It will also involve data collection, measure, classification, analysis and interpretation.

The study will adopt simple random sampling technique to select sample subject from the target population. Simple randomization will ensure that every member of the target population have equal chances of being selected as a sample subject for data collection.

In conclusion, the proposed research focuses on data collection using peer reviewed articles that help address the reasons for the research. The purpose of the study is driven towards providing proof needed to establish service quality improvement in business. The study shows the researcher the theoretical answers to the hypothesis of the topic of study. The research also outlines the ethical issues that should be put in consideration when carrying out the research.

References

Best, J. W., & Kahn, J. V. (2006). Research in education. Boston [u.a.: Pearson.

Hernon, P., & Whitman, J. R. (2000). Delivering satisfaction and service quality: A customer-based approach for libraries. Chicago: American Library Association.

Loshin, D. (2011). The practitioner's guide to data quality improvement. Burlington, MA: Morgan Kaufmann.

Singh, Y. K., & Nath, R. (2010). Research methodology. New Delhi: A. P. H. Publishing Corporation.