Research Methodology

University of Groningen | Analysis Research methodology | Customer satisfaction of ‘Day Shop Inc.’ |

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Table of content Page. 1. Information about the dataset 2.
1.1 Check on outliers 2. 2. Descriptive statistics 4. 3.1 Gender&Age 4. 3.2 Customer satisfaction 5. 3.3 Service quality 5. 3.4 Product quality 5. 3. Correlation and reliability analysis 6. 4.5 Customer satisfaction 6. 4.6 Service quality 6. 4.7 Product quality 6. 4. New Summed Variables 7. 5.8 Customer satisfaction 7. 5.9 Service quality 7. 5.10 Product quality 7. 5. Choice of technique 7. 6. Control variables 8. 7.11 Age 8. 7.12 Gender 8. 7. Testing the hypothesis 9. 8.13 Service quality 1 & Customer satisfaction 9. 8.14 Service quality 2 & Customer satisfaction 10. 8.15 Service quality 3 & Customer satisfaction 10. 8.16 Product quality 1 & Customer satisfaction 10. 8.17 SumProductquality 2+3 & Customer satisfaction 10. 8. Conclusion and implications 11. 9.18 Service quality 11. 9.19 Product quality 11.

1. Information about the dataset
In this report we will analyze the output of the questoinaire we conducted to measure the relationship between product and service quality on customer satisfaction at the ‘Dayshop’. The Dayshop is a supermarket chain, which has faced a decline in the number of sales since in the last half year. The research question to obtain the needed information related to the problem of the declining sales is:
Q1: What factors influence customer satisfaction?
This research question will be answered through the measurements