RESEARCH METHODS PROPOSAL

Research Methods Proposal

Table of Contents

Chapter 1: Introduction3

Background of the study3

Problem Statement4

Research Questions5

Chapter 2: Literature Review7

SERVQUAL13

Scope14

Chapter 3: Methodology15

Recommendations and Limitations18

Time Scale19

Possible Findings21

Chapter 4: Conclusion22

References24

Appendix A27

Chapter 1: Introduction

Background of the study

The examine and expansion of customer service processes and customer retention management programs has bloomed into its have industry. This broadening purpose on customer satisfaction is not astounding, bestowed the optimistic group between cheerful customers and winning businesses demonstrated in countless dealing examine studies. This examine will delineate the overpass between customer satisfaction with service and customer retention at Image Stream. To encourage the aftermath, we will accomplish an empirical examine putting accent on on the overpass between supposed service worth and customer intentions.

Weinstein and Johnson (1999) recommend that businesses like Image Stream ought spend "75% of its dealing allotment on customer retention strategies" and to fortify these relationships. Once customers entrust to a wares point in time, and the longer they exercise and install that point in time, the more wages Image Stream can realize. Longstanding, gratified customers will broadly articulating carry on, or regularly strengthen, paying for, deficiency smaller diagram operational and customer service encourage, and be more hopeful to compensate charge premiums to continue with the company--all without earning novel customer acquisition assignments (Pine, Peppers, and Rogers, 1995). This paper will examine how Image Stream's service overpass with its customers creates customer behaviours demonstrating if or not a customer will continue an Image Stream customer. The methodology employed will chase Zeithaml, Berry and Parasuraman's examine on this subject (1996).

Since returning hidden customers requires novel customer acquisition assignments, customer retention ought be a rudimentary recital compute results for Image Stream's person enlisting personnel and a essential element of the company's enticement programs (Zeithaml et al., 1996). According to the American Management Association, coming by a novel customer can deficiency five times the speculating wanted to retain a vibrant customer (Weinstein et al., 1999).

 

Problem Statement

Image Stream Internet Solutions, Inc. is a confidentially held business in its 9th year of operation. Image Stream engineers, manufactures, and disseminates Linux-based routing yield for web and Internet applications. Image Stream yield are employed by Internet service providers (ISPs), administrators, educational institutions, and enterprises in more than 75 nations throughout the world. As Image Stream transfers in the command of its next period of ten years, market compels deficiency it, like bulk high technical knowledge businesses, to be very speedy and responsive. The business faces unfailing modification in contentions and wants along with the demands of task sneak in the face of constricted resources. It is against this setting that Image Stream commenced its ISO 9000:2000 certification process. This process requires not simply the implementation of worth processes, but assessment of their efficacy as well.

Image Stream conducts essential manager meetings couple times monthly, and a company-wide re-evaluate on a semi-annual basis. During these managerial and business re-evaluates, the major chairman separate essential metrics propelling the triumph of the company's task, comprising those metrics that would gain bulk from noteworthy ...