Relationship Between Service Quality And Customer...

Management, Technology and Enterprise The relationship between service quality and customer satisfaction in the retail industry- A case study of Sainsbury’s Research and Consultancy Methods in Business Linda Gallacher 8/3/2015 Student number - S1317894 Word count - 4400 Contents 1 Introduction 2 2 Literature review/Background 3 2.1 Service Quality 3 2.2 Customer Satisfaction 3 2.3 Service Quality and Customer Satisfaction 4 2.4 Training and Development 4 3 Aim, Objectives and Research Questions 6 3.1 Aim 6 3.2 Objectives 6 3.3 Research Question 6 4 Design and methodology of the research 7 4.1 Philosophy 7 4.2 Approach 7 4.2.1 Inductive 7 4.2.2 Deductive 7 4.3 Strategy 8 4.4 Methods 8 4.4.1 Questionnaires 8 4.4.2 Interviews 9 4.5 Secondary Data 9 5 Research Limitations and Ethics 11 5.1 Limitations 11 5.2 Ethical considerations 11 6 Illustrative work plan for the project and resources required 12 6.1 Work Plan 12 6.2 Resources Required 12 7 References 13 8 Appendices 15 8.1 Appendices 1 15 1 Introduction 2 Literature review/Background This literature review will provide an overview of the literature which surrounds service quality and customer satisfaction, it will also provide key definitions of terms discussed. An overview of Training and Development as well as a background of the company will also be provided. 2.1 Service Quality Gronroos (1983) defined service as An activity or series of activities which are more or less intangible natureShow MoreRelatedThe Relationships between Service Quality and Customer Satisfaction597 Words   |  2 Pagesplentiful literatures we can see customer satisfaction is related to the quality both of product and service. According to Regan (1963), he is one of the first to draw the relation between service quality and customer satisfaction, and since that time service industry research has flourished for a long time. 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