Research Proposal

SCMS-Cochin | Research Proposal | PGDM PROJECT | | Sachin Divakar | 4/27/2013 |

A measure of customer satisfaction index of B2B customers of Al-Reyami Group. |

TABLE OF CONTENTS
1. Title------------------------------------3
2. Abstract---------------------------------3
3. Research Question------------------------4
4. Research Rationale------------------------5
5. Literature Review------------------------5
6. Methods And Methodology--------------10
6.1 Research Design-------------------------10
6.2 Research Context------------------------11
6.3 Procedures------------------------------11
6.4 Methods Of Data Collection------------11
6.5Methods For Data Analysis-------------12
6.6 Reliability----------------------------12
6.7 Validity------------------------------12
7. Discussion-----------------------------13
7.1 Significance Of Proposed Research--13
8. References-------------------------------13 1. Title
“Measurement of customer satisfaction index of B2B customers of Al-Reyami Group”
2. Abstract
Customer satisfaction has been defined in literature as “the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service” (9001:2008 2008) (Cianfrani, Tsiakals and West 2009). Customer satisfaction leads to customer retention, customer loyalty and product repurchase. Thus its measurement is an important and integral part of an effective Customer Relationship Management (CRM).

Broadly speaking, satisfaction measures involve three psychological elements for evaluation of the product or service experience: (i) cognitive, which depends on the actual use of the product or service by the customer, (ii) affective, which depends on the customer’s attitude towards the product or service or the company and (iii) behavioral, which depends on the customer’s view regarding another product or service from the same company (Menon and Dube 2000).

An

References: 9001:2008, ISO. "Quality management systems - Requirements." ISO/TC, 2008: 176. Anderson, V. "Research methods in human research management." Chartered Institute of Personnel and Development, 2004. Berry, L. Marketing services: Competing through quality. Free Press, 2004. C. Cianfrani, J. Tsiakals, J. West. ISO 9001: 2008 Explained. ASQ Quality Press, 2009. Cianfrani, C., J. Tsiakals, and J. West. "ISO 9001: 2008 Explained." ASQ Quality Press, 2009. Eroglu, S., and K. Machleit. "An empirical study of retail crowding: Antecedents and consequences." Journal of Retailing 66 (2), 1990: 201–221. Kessler, S. "Customer satisfaction toolkit for ISO 9001: 2000." American Society for Quality, 2002. L. Dube, K. Menon. "Multiple roles of consumption emotions in postpurchase satisfaction with extended service transactions." International Journal of Service Industry Management 11 (3), 2000: 287–304. Menon, K, and L Dube. "Multiple roles of consumption emotions in postpurchase satisfaction with extended service transactions." International Journal of Service Industry Management 11 (3), 2000: 287–304. R.Westbrook. "A rating scale for measuring product/service satisfaction." The Journal of Marketing, 1980: 68–72. Robson, C. "Real World Research; A resource for social scientists and practioner researchers." Oxford: Blackwell, 2002. S. Eroglu, K. Machleit. "An empirical study of retail crowding: Antecedents and consequences." Journal of Retailing 66 (2), 1990: 201–221. Saunders, Lewis, and A Thornhill. "Research Methods for Business Students." London: Financial Times, 2003. Westbrook, R. "A rating scale for measuring product/service satisfaction." The Journal of Marketing, 1980: 68–72.