3.16 ETHICAL CONSIDERATIONS:

3.16 ETHICAL CONSIDERATIONS:

It is necessary that Assignee will ensure to collect data with consent and to protect the confidentiality and also to use the data only on educational purpose.

It should be protected from any physical or emotional harm done to the participants.

The assignee will inform the participant about the purpose and take their consent for use this data for educational purpose. 

Assignee will omit the names if the questions are personal. 

3.17 Time Line

        Three Months.

3.15 Justification

3.15 Justification

The researcher making an attempt to understand, the influence between service quality and customer loyalty . this study collect facts and then study the link between these two facts. Therefore philosophy behind this research is positivm.   This study chosen to use “case study” mainly because of the time limitation of the study. Researcher could have use multiple case studies and compare to find better patens. Mainly Quantitative method was chosen over qualititative method to get a collective view from the answers in a short period of time. Qualitative could have used but it requires more time and in this case it will be much harder to collect responses from the guests with long in-depth interviews. Research choice was multiple method as the researcher try collecting relevant data how ever possible. Researcher used primary and secondary data. Secondary data was collected through books magazines, websites ,hotel registry etc Primary  data was collected through mainly by a questioner and some by observations.

Semi structured open ended questionnaires been used (appendix 01).The questioner consist of 4 parts.  

1.    Collect demographic facts  of the respondents.

2.    Collect expectation  and perception of the service.

3.    Collect customer satisfaction facts.

4.    Collect customer loyalty facts.

The answers were given using 5 scale likert rating system 5 for (Excellent) and 1 for (Poor) questioner was done refereeing to Zeithml et al ,1988 and only the other facilities being added extra refereeing few journals.

The reason for selecting an open ended questionnaire survey and the reasons for selecting it  is, it is the best and quick way of collect ample amount of data in a short time period.

Some of the advantages and disadvantages are as follows,

Random sampling method use according to the sample criteria and the targeted sample size was at least 50 customers from Cromwell crown hotel.

Both Microsoft Excel and SPSS software were used on findings to achieve the objectives. The correlation method was used to test hypothesis and liner regression used to understand  the concept  more deeply.

3.14 Data analyzing methods

3.14 Data analyzing methods

There are several data analyzing methods for quantitative and qualititative analysis.

The Microsoft excel,SPSS software and some other tools can be used to analyze the collected data and translate them to useful information .

 

3.14.1 Bivariate Correlation and Regression  

Bivariate correlation and regression are two methods used to estimates the amount of relationship between two quantitative variables.

3.14.1.1 Pearson Correlation

It is the most commonly used bivariate correlation technique. In this relationship between two variables are analyze without considering which is independent and which is dependent variable.  Eg:when one variable(x) increases the value , the other variable(Y) also result in increasing of the value. The significance can be used to identify the nature of the link between two variables (Figure 3.14.1.1 ) (r) is from -1 to +1.(Figure 3.14.1.1 ) Significant measurement

(Source : Dr.James Lani Blog.)

3.14.1.2 Liner regression 

This method finds the impact between a dependent variable and independent  variables. The below formula can be used and graph can be plotted accordingly ( Y = dependent variable=independent variable, b=constant  ,a= slope ).

                                   Y = ax+b