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How a multinational bank can improve its service quality to increase the customer satisfaction? A study of HSBC bank This type of research is more formal than exploratory research. One reason is that it is structured with clearly defined hypothesis or investigative questions. Formal studies may have the following characteristics Descriptions of phenomenon or characteristics associated with subject population Estimates of the proportions of a population that have these characteristics Decovery of associations among different variables (Cooper and Schindler 2003)
Explanatory research The aim of this type of research is to find a causal relationship between/among the variables. Explanatory studies emphasis on investigating a situation or a problem in order to explain the relationship between dependent and independent variable (Sauders, Lewis & Thornhil 2003). Explanatory studies designed to test whether one event causes another (Hair, Babin, Money and Samoel 2003). The main purpose of this research study is to measure the level of service of quality customers expect to get from HSBC and also the level of service the customers perceive that they are getting leading towards identifying the gap between the expectation and perception of the level of quality of services. In this study, descriptive research will be conducted to find out and understanding of the overall banking of HSBC and also to determine some of the attributes of service quality in this Bank.
How a multinational bank can improve its service quality to increase the customer satisfaction? A study of HSBC bank
How a multinational bank can improve its service quality to increase the customer satisfaction? A study of HSBC bank Five types of research strategy are there which are based on three basic properties. These properties are form of research question, requirement of control over behavioral events and necessary focuses on contemporary events. These strategies are experiments, surveys, archival analysis, histories and case studies (see table 1).
Table 1: Research strategies
How, Why Who, what, where, how many , how much Archival analysis Who, what , where, how many, how much History How, why Case Study How , why Source: Yin, 1994, p.6
The research problem question in the study is based on what question and this what question is actually form a how many and investigator has no control over the actual behavioral events, Survey is found to be a more appropriate approach in order to gain a better understanding of the research area. Survey is more appropriate for the quantitative study.
How a multinational bank can improve its service quality to increase the customer satisfaction? A study of HSBC bank Different types of secondary data will be elaborated in the research. Sources of secondary information can be defined as follows: Internal Sources
Prior research report Group Business Principal manual Group Instruction Manual & Business Instruction Manual Bank's Annual Report.
External Sources
Different books and periodicals related to the banking sector. Internet. Newspapers.
How a multinational bank can improve its service quality to increase the customer satisfaction? A study of HSBC bank
Appended parts
Bibliography
Cooper, D.R. & Schindler, P.S (2003) Business Research Methods; 8th ed. ISBN: 0-07-2498706; McGraw Hill higher Education. Sauders, Lewis & Thornhil (2003) organizational justice, trust and the management of change An exploration, Personel review Vol. 32, No. 3, pp. 360-375