Business Research Report Proposal Technology and Innovation

Question: Discuss about the Business Research Report Proposal Technology and Innovation. Answer: Introduction Telecommunication entities offer services covering business and personal purposes. The host of services is inclusive of mobile internet, mobile phone and broadband services and solutions. Vodafone group is a prominent mobile company amongst telecommunication groups with significance performance in Asia, Middle East, Australia and so on (Beltrn 2013). In Australia, Vodafone is one of a smaller internet and mobile service provider consisting of two major shareholders namely, Hutchison Telecom and Vodafone Group. Identification of business research topic Customer satisfaction defines marketing term, which measures how the products and service of an organization meets the expectation of customers. Customer satisfaction is defined as a feeling that a product has met or may have succeeded the customer expectations. In a competitive business environment, client satisfaction is deemed like a key determinant factor, which contributes for the opportunity of profitability in the future course of time (Fine and Menictas 2012). The business research topic is in regards to Customer Satisfaction level of Vodafone Australia. The research topic of this research proposal is the impact of customer satisfaction on overall business performance. According to research by experts, Vodafone Australia experienced various connecting issues, which resulted in a poor state of data efficiency, call quality. Apart from that, the organization not even bothers about giving appropriate after sell service to the customers. Wide gap has been found between the servic e provider and the customers. All these factors are minimizing the customer satisfaction level of this organization. This also has resulted in the decline of the firm's performance, and the management was compelled to suspend mobile customer contracts owing to media outburst about the business. This research proposal will highlight on the customer satisfaction factor of Vodafone Australia and its impact on organizational performance. Background of the study There have been various issues and concerns related to Vodafone customer centricity. Experts on the similar issue do analysis and surveys. The experts came up with an investigation and study to comprehend the diverse aspects of customer satisfaction and how Vodafone is striving to make the customer experience more convenient thereby negating the shortcomings in operation (Zhang 2014). Problem Statement Customer satisfaction for an organization determines the factors, which effectively meet the expectation of the customers. The issue that has been identified in this research proposal is that Vodafone Australia is able enough to satisfy its customers. The customer satisfaction level of the organization is gradually declining (Fine and Menictas 2012). Client satisfaction and working on consumers feedback has to be the primary focus for an organization to fight the competitive nature of market. In order to survive in the increasing competition and age of globalization, customer satisfaction is an important component (Garca-Ochoa Mayor and Bajo Dav 2016). The research focuses on the importance of increasing customer satisfaction to improve the business of the organization. Research Objective To evaluate the impact of customer satisfaction on organizational performance To assess the customer satisfaction factors of Vodafone Australia To examine the issues related to customer satisfaction in Vodafone Australia To provide suggestions for Vodafone Australia for enhancing its customer satisfaction level Research Question What is the impact of customer satisfaction on organizational performance? What are the factors of customer satisfaction in Vodafone Australia? What are issues in customer satisfaction of Vodafone Australia? How Vodafone Australia can improve its customer satisfaction level? Theory, Assumptions and Background Literature Hypothesis (Assumption) H0: Customer satisfaction has no impact on overall organizational performance H1: Customer satisfaction has impact on overall organizational performance Theory and Background Literature Dependent Variable: Business Performance Independent Variable: Customer Satisfaction According to Fine and Menictas (2012), organizational performance is highly dependent on business profitability of the organization in regards to finance and other organizational assets. On the other hand, Widdowson and Li (2013) opined that customer satisfaction has direct relation with customer retention, repurchase and higher sales volume. As long as customers are satisfied with the products and service provided by the organization, it can hold the purchase intension of the customers. Therefore, it can be inferred that business performance is highly dependent on customer satisfaction of an organization. According to Zhang (2014), high level of customer satisfaction leads to repeated purchase intension of the customers and therefore, brings increasing sales profit for the organization. On the other hand, Widdowson and Li (2013) opined that reducing customer turnover by five percentages through customer satisfaction may increase the business profitability up to 25-80%. Research Methodology and Techniques Dwivedi (2014) stated that, there are mainly two types of research philosophies used to conduct a research work. They are like interpretivism philosophy and philosophy. Zhang (2014) mentioned that positivism philosophy is mainly related with truths and real facts. On the other hand, interpretivism helps to develop a research work depending upon human perception only. After analyzing both types of research philosophies, positivism philosophy is selected. It will help to create logical and critical investigation about the research topic the impact of customer satisfaction on overall business performance. There are mainly two types of research approaches are available for a research work. There like deductive approach and inductive approach (Dwivedi 2014). With help of deductive approach, hypothesis related with a research topic can be developed depending on exiting theories and literatures. On the other hand, inductive research approach is used in order to develop new theories related with the research topic. This particular research work has to be developed in a short period of time. Hence, there is not much time to synthesis a new theory related with relationship between customer satisfaction and business operation. Hence, inductive research approach seems to be inappropriate for this research work. Deductive research approach will be used as it will help to conduct this research work depending on the existing research theories related with customer satisfaction and business operations. Both primary and secondary data will be gathered for this research proposal. It will assist in collecting relevant information from the respondents. The respondents will be selected in a crucial way for gathering authentic information regarding the research topic. As, this research is based on primary research methods, so interview and survey technique will be applied for collecting accurate information about the research topic. On the other hand, with the help of updated journals and books, in-depth knowledge about customer satisfaction and business operation is gathered. Research process Zhang (2014) mentioned that, there are two types of data sources are used to conduct a research work. They are like primary data source and secondary data source. Dwivedi (2014) mentioned that primary data can be gathered directly from people. Survey and face-to-face interview are mainly used to gather primary data from people. On the other hand, secondary data can be collected from various theoretical underpinnings. Dwivedi (2014) stated that, with the help of updated books and journals secondary data can be collected about a particular research topic. The topic of this research proposal is the impact of customer satisfaction on overall business performance. Both primary and secondary research process will be applied for conducting this research study. In order to collect secondary research process, various authentic journals, books and websites will be searched related with customer satisfaction and business performance. On the other hand, in case of primary research process, information will be collected from relevant respondents. A survey will be conducted with customers of Vodafone Australia to find out the aspects that affect their satisfaction level. One the other hand, face-to-face interview will be conducted to find out the business operations that affect the level of customer satisfaction. Data collection method In order gather primary data related with this research topic, qualitative and quantitative data collection technique will be applied (Dwivedi 2014). In case of quantitative data collection, survey form will be distributed to the customers of Vodafone Australia. The customers will give their feedback as per the questions of feedback form. On the other hand, in face-to-face interview will be arranged with the managers of Vodafone Australia in order gather qualitative data about the research topic. On the contrary, secondary data will be gathered with the help of updated journals, articles and books related with business operation. Sampling In order conduct the survey, 50 customers of Vodafone Australia will be chosen as the sample size for the research study. All close-ended questions will be included in the survey questionnaires so that information related with various aspects of customer satisfaction can be gathered. Apart from that, 3 managers of Vodafone will be selected to conduct face-to-face interview. All open ended questions related with business operations will be asked to them. This interview will help to understand, how the company is trying to modify its business operation so that customer satisfaction can be improved. Operational Definitions and Measurement The responses collected from the respondent may be manipulated in nature. During the data collection process, various respondents may try to hide the exact information regarding the business research topic (Marbach et al. 2016). However, the data analysis process will convert the general information of the data collection process into specific information. The research variables will be measured as per the responses collected from the relevant respondents. 3% errors in finding results will be tolerated for the research study. Data analysis process Statistical data collection process will be chosen for the data analysis process. In data analysis process, mean, median and mode value will be calculated for drawing the inference from the collected data. It will enhance the quality of the research outcome through extracting relevant information. Ethical aspects The research would ensure that all the appropriate parties would be regarded with proper respect along with confidentiality being maintained by the competent authorities. Every participant is subject to his or her consent and no influence being used in this regard (Mostafa et al. 2014). Research outcome This research work will help to analyze how the level customer satisfaction can affect the business performance for company Vodafone Australia. Not only Vodafone, but also other companies can be benefited from this study, as it will help analyze the significance of customer satisfaction in business operation in general. Time frame The research aims to comply with the timeline mentioned below. This may be stated as the outcome of the entire research. Time and Task Week One (2nd-4th) week (5th-7th)Week (8th-10th) week (11th -16th) week (17th -20th) week Introduction and Search for Data Research Methodology Design of Data Collection and Methods Data Collection Data Analysis/ Presentation Conclusion and Recommendations Conclusion Customer satisfaction always leads to repurchase intension of the customers and therefore, increases the business profitability. Therefore, it is expected that increasing level of customer satisfaction will enhance the business performance of Vodafone Australia. It interprets that Vodafone Australia should effectively deal with the customers for making them satisfied. Reference List Beltrn, F., 2013. The National Broadband Network in Australia and the Ultra-Fast Broadband Network in New Zealand. Management of Broadband Technology and Innovation: Policy, Deployment, and Use, 31, p.182. Dwivedi, A., 2014. Self-Brand Connection With Service Brands: Examining Relationships With Performance Satisfaction, Perceived Value, and Brand Relationship Quality. Services Marketing Quarterly, 35(1), pp.37-53. Fine, B. and Menictas, C., 2012. The who, when, where and how of Smartphone research. Australasian Journal of Market Social Research, 20(2). Garca-Ochoa Mayor, M. and Bajo Dav, N., 2016. Competitive advantages of the mobile phone operators in the Asia Pacific region: analysis from the strategic groups approach. Technology Analysis Strategic Management, 28(5), pp.541-554. Marbach, J., Lages, C.R. and Nunan, D., 2016. Who are you and what do you value? Investigating the role of personality traits and customer-perceived value in online customer engagement. Journal of Marketing Management, 32(5-6), pp.502-525. Mostafa, R., R. Lages, C. and Sksjrvi, M., 2014. The CURE scale: a multidimensional measure of service recovery strategy. Journal of Services Marketing, 28(4), pp.300-310. Widdowson, L. and Li, G., 2013. Telecommunications industry self-regulation: assessing the Telecommunications Industry Ombudsman Scheme in Australia. International Journal of Private Law, 6(3), pp.315-328. Zhang, Y.A., 2014. A Case Study on Collaboration in the Australian Mobile Telecommunication Market. In Collaboration in the Australian and Chinese Mobile Telecommunication Markets (pp. 167-196). Springer Berlin Heidelberg.