May 04, · Let’s face it: customer retention strategies are not done on paper – you need to have a wide range of data and information about your customers to be able to measure and analyze your customers’ behavior. And for that you need a CRM system! 7 practical examples of customer retention strategies. You and I are both customers Reviewer always avoid personal comments, demoralising words, focus on strengths of the paper and highlight weaknesses, in addition above, reviewers suggest specific ways to fix the problems identified in paper during reviewing. Reviewer should maintain confidentiality of paper Apr 30, · In a survey, the researcher uses a questionnaire to gather information from the respondents to answer the research questions. A questionnaire is a very convenient way of collecting information from a large number of people within a period of
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Try out PMC Labs and tell us what you think. Learn More. In a survey, the researcher uses a questionnaire to gather information from the respondents to answer the research questions. A questionnaire is a very convenient way of collecting information from a large number of people within a period of time. Hence, the design of research paper on customer satisfaction in banks questionnaire is of utmost importance to ensure accurate data is collected so that the results are interpretable and generalisable.
A bad questionnaire renders the results uninterpretable, or worse, may lead to erroneous conclusions. A survey can come in many forms: postal survey, telephone interviews, face-to-face interviews and internet surveys. Each type of survey requires a slightly different design.
A self-administered questionnaire e. postal survey should have very clear instructions and questions, follow a logical order and avoid complex filtering. The respondents are more likely to answer truthfully without prompting from an interviewer. On the other hand, in an interviewer-administered questionnaire e. face-to-face interview or telephone interviewthe questions can be more complex as they can be clarified by the interviewers.
A good questionnaire should be valid, reliable, research paper on customer satisfaction in banks, clear, interesting and succinct. A valid questionnaire should ask what it intends to ask, i. the questions should be phrased in such a way that the respondent understands the objective of the question. if the target respondent is a diabetic patient, then a diabetic patient should comment whether he research paper on customer satisfaction in banks the questionnaire.
Any uncertainties and queries should be clarified till the question is clearly understood. A reliable questionnaire should yield the same answer if the same question is posed to the respondent repeatedly in a short span of time. administer the same questionnaire to the respondent a second time and check for consistency of the answer. Any discrepancy in the answers could be due to lack of clarity of the questions and this should be reviewed and rephrased. An interesting questionnaire is more likely to be completed by the respondent and hence yields a better response rate.
This requires the researcher to put some thoughts into asking questions that are relevant to the respondent and in a logical sequence. A succinct questionnaire asks questions that aim to answer only the research objectives. Any questions beyond the scope of the research should be excluded.
This usually happens when the researcher has not properly thought through the research objectives. It runs the risk of asking too many questions and the questionnaire runs into many pages. The first step of designing of a good questionnaire is to construct a conceptual framework.
education level, household income, age of child, etc. independent variables. The importance of this framework is to ensure the research covers all relevant variables and any irrelevant variables can be excluded. Now that you have developed the conceptual framework and you know exactly what questions you want to ask, it is time for you to design the questions in such a way that it is valid and reliable. The researchers have to brainstorm and come up with the preliminary questions.
The former is preferred if the range of answers are research paper on customer satisfaction in banks known and the options are limited; the latter is preferred if the answer options are multiple and unknown.
The answers to the open-ended questions require re-grouping before analysis. The options available for each question should be as exhaustive as possible. This will ensure the respondent can find an option which best suits his answer, research paper on customer satisfaction in banks.
In order to determine the possible options, the researcher needs to brainstorm, review related published research, research paper on customer satisfaction in banks, discuss with experts and if necessary, conduct a focus group discussion among the target respondents. In a questionnaire which has many parts, some of which need not be answered by the respondent, filtering is used to guide the respondent to answer only the relevant questions.
Table 1b However, you should avoid using too much filtering as this may confuse the respondents and make the questionnaire complicated. The order of the questions should flow in a logical sequence. Start with simple questions before moving to more complex questions.
Some prefer to start with the socio-demography of the respondents while others will leave it to the last as it involves more personal questions such as household income, education level and religion.
However, this depends on the how forth-coming the target population is, research paper on customer satisfaction in banks. Table 1c. Likert scale usually 5-point or 7-point is a commonly used method. Table 1d It provides a measure of strength for a particular attitude or belief. It is possible to calculate mean scores for any given responses to statements item scores.
Avoid asking two things in one question Table 1e This will lead to difficulty in interpreting the responses when analysing the data. Be as specific as possible when asking a question, research paper on customer satisfaction in banks. Table 1f Keep questionnaire items short, preferably less than 20 words.
Can it be more specific? When designing a questionnaire, it is crucial to pre-empt what kind of method will be used to analyse the data collected. Take for example, age. If the objective of asking the age is to find out the mean age of the participants, then an exact age should be captured e. On the other hand, if you are going to categorise them according to different age groups during the analysis, then you may want to structure the question according to different age categories e.
If you are uncertain of what analysis you will be performing, it is always advisable to collect raw data, rather than to categorise them in the beginning. This will help to avoid problems with analysis after data collection and ensure that all data collected are relevant and usable. Table 2. A respondent should answer a questionnaire in a language which he or she is most proficient in. This is a crucial step because inaccurate translation of the questions or responses will result in collecting different information for the same question.
This will lead to erroneous results and conclusions. The researcher or a translator has to translate the questionnaire from English to Malay, and another research paper on customer satisfaction in banks person, who is unaware of the English questionnaire, will back-translate the Malay questionnaire to English again. The researchers usually three or more people who are proficient in both languages will then compare the original English questionnaire with the back-translated English questionnaire for any discrepancy, which may suggest inaccurate translation of the Malay questionnaire.
These discrepancies will be discussed and the researchers will reach a consensus on the final translation. This is especially relevant for postal surveys, research paper on customer satisfaction in banks. The title should be highlighted and it should reflect the main objective of the research. If possible, divide the questionnaire into sections according to the content e. boxes with bold headings and it should flow smoothly from one section to another with appropriate filtering.
If your respondents involve older persons, bigger font size should be used. Finally, a cover letter stating the objective of your study, your affiliations, and, if appropriate, ensuring confidentiality and how you are going to use the information you have collected. Pilot test is a crucial step in the design of questionnaire before data collection begins.
It will help to detect flaws in the questionnaire in terms of content, grammar and format. First, ask you colleagues, family or friends to comment on the questionnaire. This will pick up any mistakes in terms of content, grammar and format. This should be followed by asking the potential respondents to answer the questionnaire and provide their feedback.
For those questions which you feel may be confusing or sensitive, it is important to ask the respondents to comment specifically during the pilot test. A good questionnaire should be valid, reliable, clear, succinct and interesting.
It is important to design the questionnaire based on a conceptual framework, scrutinise each question for relevance and clarity, and think of the analysis you are going to perform at the end of the day. A final touch-up will make a difference in the response rate and always pilot-test the questionnaire to perfect the questionnaire. Now you are ready to collect the data! National Center for Biotechnology InformationU. National Library of Medicine Rockville PikeBethesda MDUSA.
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Journal List Malays Fam Physician v. Malays Fam Physician. PMCID: PMC Ng Chirk Jenn. Ng Chirk Jenn MMed FamMed SingaporeDepartment of Primary Care Medicine, University of Malaya Find articles by Ng Chirk Jenn. Author information Copyright and License information Disclaimer. Ng Chirk Jenn, research paper on customer satisfaction in banks, MMed FamMed SingaporeDepartment of Primary Care Medicine, University of Malaya.
Corresponding author. Dr Ng Chirk Jenn, Department of Primary Care Medicine, Faculty of Medicine, University of Malaya, Kuala Lumpur, Malaysia. Tel:Fax:Email: ym. mu jcgn, research paper on customer satisfaction in banks.
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Feb 07, · PROJECT REPORT ON EMPLOYEE SATISFACTION (sample) 1. “A STUDY ON EMPLOYEE SATISFACTION IN AVATAR GOLD AND DIAMONDS, EDAPPAL” MESCE KUTTIPURAM, DEPARTMENT OF MBA Page 1 A MINOR PROJECT REPORT ON A STUDY ON EMPLOYEE SATISFACTION IN AVATAR GOLD AND DIAMONDS, EDAPPAL Submitted to the University of Apr 30, · In a survey, the researcher uses a questionnaire to gather information from the respondents to answer the research questions. A questionnaire is a very convenient way of collecting information from a large number of people within a period of Reviewer always avoid personal comments, demoralising words, focus on strengths of the paper and highlight weaknesses, in addition above, reviewers suggest specific ways to fix the problems identified in paper during reviewing. Reviewer should maintain confidentiality of paper
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