Research Proposal

Contents
1.0: Background......................................................................................................... 2
1.1: Problem Statement.............................................................................................. 2
1.3: Research Purpose................................................................................................ 2
1.4: Research Design:................................................................................................. 2
1.5: Research model:.................................................................................................. 3
1.6: Budget and timeline............................................................................................ 8
Works Cited................................................................................................................ 9

1.0: Background:

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Research Proposal

Computers R Us is a company that made computers and worked as a retailer. They now
established a separate division for better service facilities and provide repairing facilities. The
name of this division is Complete Care, in its they provide services of repairing its
portable/laptop/notebook computers. Through this division they promise with customers that
they provide quick response to all type of technical enquiries that customers forward them and
repair all warranty items.
The Complete Care division was now faced some difficulties that are related to, shortage of
experienced and trained operators, machines that pick and deliver couriers from customers sides
are in repair centre for repairing but this process is unreliable. Other issue that they faced was
that some parts and machines were not available.

1.1: Problem Statement

To address all issues,
Work on Maintenance division and improve its capabilities

1.3: Research Purpose

The main purpose of my research is to check work load that the company has to faced, pressure
that relate to time because if time period of repairing is extended then customers are reluctant to
come again and job demand because we see company is lacking in experts section that creates
stress for both company and customers this stress will ultimately affect customers satisfaction
and if they want to recover it they will work on their performance level. This study helps those
employees recruiting section because technical staff has great importance for repairing
department and efficient staff can manage and address customer care section so these steps will
be beneficial for company to tackle all issues and improve companys performance level.

1.4: Research Design:

1

To check company efficiency level

To check company worker performance and customers complaints

To check how efficient staff raised companys performance level.

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Research Proposal

The company has to do a lot of work in efficiency, competency and technical level so that they
raised its performance in these fields.

1.5: Research model:

Our research model is design to show the relationship between performance customer
satisfactions as variable.

C u stom e r
S atisfactio n

Perform ance

Techica l
Workers

Independent variable: Customer Satisfaction

Dependent variable: Company performance level
Moderating variable: Technical Staff
1.5.1: Design:
The survey is based on research design
1.5.2: Population:
The study is carried out on customers satisfaction issues that faced Computer Care Division. For
customers we have different age, designation, qualification, income level,
1.5.3: Sample and sample techniques:
400 questionnaires were distributed in 13 areas from which 40 questionnaires were not returned
and 25 were not filled properly so those were disqualified. The study respondents are 335 c.
From which 245 were males and 135 were females. Convenient sampling is used to select
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Research Proposal

different areas through which the data is being collected. Simple random sample technique is
used to collect the data from the customers by giving them assurance that all record will be kept
confidential.
1.5.4: Data collection method:
Questionnaire is used as an instrument in order to collect the data. Questionnaire comprises 39
testimonials. A 5 point like rt scale is used for getting answers of sensation and reactions of
Customers. The 5 point scale is labeled as
1= strongly disagree, 2= Disagree, 3= Moderate, 4= Agree, 5= strongly agree
1.5.5: Measures:
Customer satisfaction questionnaire was developed by (Evangelos Grigoroudis, 2010) and
Company performance questionnaire was developed by (Hayes, 2008). As the value of
Cronbachs alpha is .892 variable of the study are reliable.
1.5.6: Data analysis:
Data was analyses on SPSS(20.0) which is common software used by the researcher .

Table#1
Table 1: Demographic profile of respondents
Characteristics
Gender
Male
Female
AGE
20-29
30-39
40-49
Marital status
Married
Unmarried
Qualification
Graduate
Post graduate
Job experience
1-5
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Frequency

Percentage

245
135

86.6
56.6

183
111
41

54.6
33.1
12.2

152
183

45.4
54.6

125
210

37.7
62.7

210

62.7

Research Proposal

5-10
11-15
Monthly income
10,000-20,000
21,000-30,000
31,000-40,000
above 40,000
Nature of Job
Permanent
Contractual

103
22

30.7
6.6

263
60
4
8

78.5
17.9
1.2
2.4

154
181

46.0
54.0

Table #1
It indicate demographic information from 1 area shows that there are more males N=335 and
mostly customers fall in the age group of 20-29 and ratio of unmarried are more than married.
The demographic information shows that many customers are more qualified and mostly fall in
graduate category having37.7%. 62.7 % respondents have 1-5 years experience. 78.5%
respondent have monthly income of between $10,000- $20,000 (n=263). In nature of job group
the ratio of contractual Customers 54.0 % is more than permanent.

Table # 2 Descriptive Analysis:

Variables
Customer Satisfaction
Company Performance
Technical Staff

Mean
3.1773
3.6592
3.8126

Std. Deviation
.75757
.69849
.62171

Table 2 indicates the mean and Std. deviation of the responses. Respondent given the answers
on 5 point like rt scale. The calculated mean of job stress is (3.1773) shows that responses of
customers are neutral it means they might face issues .The calculated mean of company
performance is (3.6592) which means that if they hire qualified technical staff then customers are
satisfied with them and their performance. The mean of Technical staff e is (3.8126) which show
that mostly customers are agreed with the statements that technical workers resolve their
majority of issues.

Table # 3 Correlation Analysis:

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Research Proposal

Variables
Customers Satisfaction

Company Performance
Qualified Workers

C.S.
1
.184**
258**

C.P.

Q.W.

1
.747**

**Co relation is significant at the level 0.01 (2-tailed)

The result shown that there is significant positive relationship between customer satisfaction and
Company performance at 0.01 level (r = .184) while technical workers have also positive
relationship (r = .258) but weak relationship between these two variables.
Moreover there is positive relationship between performance and qualified workers
( r = .747,
p < 0.01) this shown that job performance has shown moderate relationship with Qualified
workers.
Our first hypothesis is
H 1 : There is a significant negative relationship between customers satisfaction and company
performance among company and workers at primary level.
While our result does not support this because result has shown positive relationship between
qualified staff and job performance so H1 will be rejected as also few researcher suggested that
high level of stress causes favorable effect and cause good performance.
Second hypothesis is
H2

: There is a significant positive relationship between Customers satisfaction and company

performance among customers at primary level.

Result of our study support this hypothesis as shown by our result that there is positive
H2
relationship between these two variables so we will accept
.
Qualified Workers can increase the performance of company as well as head (manger) because
a self-motivated person can inspire other people also to execute as task well.
H 3 : There is a negative relationship between performance and customers satisfaction among
customers at primary level.
Result shows that there exists positive relationship between job stress and emotional intelligence
so we will reject
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Research Proposal

H 4 .Different researcher shows negative relationship between both of these variables

Table # 4: Regression analysis.

C.P----C.S
Q.W---- C.P.
C.S.*Q.W---C.P.

R2

.184
.747
.453

.340
.559
.205

11.674
421.367
86.071

Sig

.001
.000
.000

.184
.747
.453

C.S. = Customer Satisfaction

C.P. = Companys Performance level
Q.W. = Qualified Workers
The table shows that hierarchical regression is run in three different steps in first effect of
Customers satisfaction and company performance that is measured in second company
performance and qualified workers that are measured in third interaction term is measured.
The first regression shows that 34 % change in company performance are because of
performance. Value of R .184 shows weak relationship between
C.S and C.P. value of ( F =
11.674 ,p< 0.001 ) which shows model fit and relationship is highly significant between C.S.
and C.P. the value of shows that 1 unit change in C.S. will bring .184 unit change in C.P. in
positive direction.
The first regression shows that 55 % change in Company performance are because of qualified
workers. Value of R .747 shows moderate relationship between Q.W. and C.P. value of ( F =
421.367 ,p< 0.000 ) which shows model fit and relationship is highly significant and positive
between E.I and J.P. the value of shows that 1 unit change in E.I will bring .747 unit change in
C.P. in positive direction.
The third step of interaction variables has been drawn by multiplying C.S and Q.W.as interaction
variable and effect on J.P has been analyzed.
Result shows that just 20% variation in C.P is due to the interaction term. R value .453 shows a
weak relationship. The value of (F = 86.071, P< .000) shows that the relationship between
interaction variable and Company performance is significantly high and model is fit. The value
of shows that 1 unit change in interaction variable will bring .453 unit changes in C.P in
positive direction.
1.5.7: Conclusion:
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Research Proposal

Our result shows that Customers satisfaction and company performance has strong and
significant relationship and qualified workers are strongly effected company performance and
having a good relationship

1.6: Budget and timeline

Amount in (US Dollars $)
August
September
25,100
17,900

Budget time line

Training and

June
25,000

July
25,000

Total
93,200

trained workers
Operating cost
Activities

3000
4000

3000
17,400

3000
17,400

3000
2,400

12,000
41,200

Cost
Equipment Cost
Total

6000
38,000

8000
30,900

10,000
55,500

8000
31,300

32,000
1,78,400

Works Cited
Evangelos Grigoroudis, Y. S. (2010). Customer Satisfaction Evaluation. NewYork:
Springer Science & Business Media. .
Hayes, B. E. (2008). Measuring Customer Satisfaction and Loyalty. Milwaukee: ASQ
Quality Press.

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