CASE STUDY - WEEK

questionnaire design. This is a very common method of collecting data, and design principles of questionnaires are related to how questions are worded and measurements as well as the overall organization.

Scenario

In this scenario, a business student is engaged in a managerial project for a company. The company is a supplier of office equipment and has a large customer base of international clients. The company has all operations in the business-to-business market. The business student has developed the following research questions in formulating his hypotheses:

· Does the quality of service positively impact customer satisfaction?

· Are there negative impacts on customer satisfaction from consumer price perception? (Please find associated survey developed for this purpose on page 164 of your text.)

Assignment

Given the above scenario:

1. Take the business student’s research questions and write two hypothesis statements.

2. Review Exercise 9.1 beginning on page 164 of the text. Carefully review the background and the questionnaire. Write a one-page analysis of the questionnaire that includes the following critical elements:

a. Language and wording

b. Personal information or classification of the survey questions

c. The general appearance or aesthetics of the questionnaire

Exercise 9-1 is below -