Case Study On The Relationship Of Service And Customers Satisfaction

Overall, customers’ satisfaction could be influenced by many factors. And it is complicated to estimate if service has an effect on it. Some researches agree about that service have a positive effect on customers’ satisfaction, and the others give an opposite thought. Therefore, to study the case about the relationship of service and customers’ satisfaction would be necessary.

Following a review of current literature, customers’ satisfaction could be effected by service or it can be effected by other factors. The level of customers’ satisfaction is dependent on how service is provided and how service be controlled. There appears to be a lack of qualitative research about the issues of the relationship between customers’ satisfaction and …show more content…
To adopt a proper methodology is crucial for a research proposal. Quantitative research and qualitative research are usually used in a research proposal. This research proposal will adapt a qualitative approach with a interpretivist view. Quantitative research aims to get an accurate answer, such as numerical data. The result gives an exact solution. Qualitative research is more likely to give a general view of the researching topic. Qualitative research pays more attention on subjective thoughts rather than quantitative research. Interpretivism can be described as to understand human interpretations. Knowledge is constructed by human. Interpretivism emphasizes the meaningful nature of people’s actions in social life, which more focuses on interpretations of behaviour rather than positivism, which is more likely to use numerical data and mostly be adopted in quantitative methods. In this research proposal, the aim is to develop the understanding of the subjective issues that can not be quantified. Customers’ satisfaction is a subjective matter so interpretivism is chosen. As a qualitative research, it is more based on interpretivism which is more personal, and more subjective. The views of customers towards how tablets will affect their service when tablets are used in service in the marketing using qualitative interpretivism approach would be deeper than using quantitative positivism approach. Every customer has different emotions when they accept the service. Therefore, it is hardly to quantified by numbers. The feeling of customers is personal and subjective. For this reason, the use of qualitative interpretivism approach might be better. In order to collect the personal, subjective data regarding how customers feel about the tablets be used in service is more useful than comparing numerical statistics. I’m also taking