Research Strategy Analysis and Sampling Assignment, Assignments of Business Management and Analysis

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Unit II Assignment Instructions Hoang Chau Nhi Tu Columbia Southern University RCH 5301 Research Methods Dr. Robert Robertson May 10th, 2023

Part 1: Research Strategy Analysis and Sampling Assignment Title: Predictors of organizational effectiveness in public sector organizations Authors: Williams, D., & Anderson, C. Journal: Journal of Public Administration Research and Theory Year: 2018 Critique: Purpose of the study: The purpose of this study was to identify the predictors of organizational effectiveness in public sector organizations in the United States. The study aimed to determine which factors had the greatest impact on organizational effectiveness and provide insights into how public sector organizations can improve their performance. Target population: The target population for this study was public sector organizations in the United States. The authors selected a sample of 500 public sector organizations from different states to participate in the study. Rationale for using a quantitative research strategy versus a qualitative research strategy: The authors chose to use a quantitative research strategy because they wanted to test a specific set of hypotheses and identify the factors that had the greatest impact on organizational effectiveness. Quantitative research allowed the authors to collect and analyze numerical data, which provided a more objective and precise measurement of the variables under study. Additionally, using a survey instrument allowed the authors to collect data from a large number of participants in a relatively short period of time. Research design: The authors used a cross-sectional research design, which allowed them to collect data at a single point in time. They also used a survey research design, which involved collecting data through a self-administered questionnaire.

variables and the dependent variable. The authors acknowledged this limitation and suggested that future research should use longitudinal research designs to examine the changes in organizational effectiveness over time. Part 2 - Project Suggestion Impact of Customer Service on Brand Loyalty Another potential quantitative research project could be examining the impact of customer service on brand loyalty. The problem to be solved is understanding how customer service interactions impact a customer's likelihood to remain loyal to a brand. Research questions could include asking customers to rate their satisfaction with customer service interactions on a Likert scale, asking how likely they are to recommend the brand to others, and asking about their previous purchase history with the brand. Demographic questions could include age, gender, and income. The population of interest could be customers of a specific brand or a particular industry. The sampling frame could be drawn from customer lists provided by the participating organization, and the sample type could be stratified random sampling. The survey could be distributed through email or an online survey platform. Self-Completion Questionnaire Problem Statement Questions:

• How does the level of customer service impact brand loyalty?
• What are the factors that influence customer loyalty towards a brand?
• To what extent does customer satisfaction with the customer service influence their brand loyalty?
• What is the relationship between customer service and repeat purchases from the same brand?

• To what extent does customer service quality affect brand loyalty?
• How important is customer service responsiveness in building brand loyalty?
• What role does customer service expertise play in brand loyalty?
• Does customer service personalization influence brand loyalty? Variables to be Measured Questions
• To what extent do you agree with the statement: "The customer service representatives were knowledgeable and able to answer my questions?"
• How satisfied were you with the timeliness of the service provided by the customer service representatives?
• How likely are you to recommend our brand to others based on your recent customer service experience?
• To what extent do you agree with the statement: "The customer service representatives were friendly and courteous in their interactions with me?" Likert Scale Questions: A 5-point Likert scale will be used, with responses ranging from strongly disagree to strongly agree.
• On a scale of 1 to 5, how satisfied are you with the customer service provided by our company? 1 - Extremely Dissatisfied 2 - Somewhat Dissatisfied 3 - Neither Satisfied nor Dissatisfied 4 - Somewhat Satisfied 5 - Extremely Satisfied

• What is your gender?
• What is your level of education?
• What is your occupation?
• What is your annual income?
• What is your marital status?
• How often do you interact with the company's customer service representatives?
• How often do you purchase products or services from the company?
• How long have you been a customer of the company?
• Which channels do you prefer to use when interacting with the company's customer service representatives? (e.g., phone, email, chat, in-person, social media, etc.) Level of Scale Measurement Questions:
• On a scale of 1-5, how satisfied were you with the customer service you received from “Our Brand” during your last interaction? 1 - Very Dissatisfied 2 - Dissatisfied 3 - Neutral 4 - Satisfied 5 - Very Satisfied
• On a scale of 1-7, how likely are you to continue using “Our Brand” in the future? 1 - Extremely Unlikely 2 - Moderately Unlikely 3 - Slightly Unlikely 4 - Neutral

5 - Slightly Likely 6 - Moderately Likely 7 - Extremely Likely

• On a scale of 1-10, how likely are you to recommend “Our Brand” to a friend or colleague? 1 - Not Likely at All 2 - 3 - 4 - 5 - 6 - 7 - 8 - 9 - 10 - Extremely Likely
• On a scale of 1-5, how important is customer service to your decision to continue using “Our Brand”? 1 - Not Important at All 2 - Slightly Important 3 - Moderately Important 4 - Very Important 5 - Extremely Important Population of Interest Questions: The population of interest is customers who have interacted with the customer service department of the company in the past six months.
• What is your gender?
• What is your age?
• What is your highest level of education?
• What is your employment status?
• What is your household income?
• In which state or region do you currently reside?
• What is your current marital status?

D. Live chat o If no, please skip to the next section. o If yes, how would you rate your customer service experience? A. Very satisfied B. Satisfied C. Neutral D. Dissatisfied E. Very dissatisfied

• What factors contributed to your rating? (Select all that apply) A. Timeliness B. Courtesy C. Knowledgeability D. Responsiveness E. Empathy F. Other (please specify): _________
• Do you think the customer service experience has influenced your loyalty to our brand? A. Yes, positively B. Yes, negatively C. No, it did not have an impact D. I am not sure
• What actions would you take if you had a negative customer service experience with our brand? A. Switch to a competitor

B. Reduce my purchase frequency C. Complain to the brand D. Share my experience on social media E. Other (please specify): __________

• What actions would you take if you had a positive customer service experience with our brand? A. Increase my purchase frequency B. Recommend the brand to others C. Leave a positive review D. Share my experience on social media E. Other (please specify): __________
• What are the top three factors that influence your brand loyalty? (Select up to three) A. Quality of products/services B. Price C. Brand reputation D. Customer service experience E. Brand image/marketing F. Other (please specify): __________ Sample Type Questions: The sample type will be a convenience sample, where participants will be selected based on their availability and willingness to participate.
• What is your employment status?  Employed full-time  Employed part-time

 Less than once per week

• Have you participated in a survey via social media before?  Yes  No
• Would you be willing to complete a survey via text message?  Yes  No  Maybe, it depends on the topic of the survey
• How likely are you to complete a survey sent to you via mail?  Very likely  Somewhat likely  Neutral  Somewhat unlikely  Very unlikely

References Bell, E., Bryman, A., & Harley, B. (2022). Business research methods (6th ed.). Williams, D., & Anderson, C. (2018). Predictors of organizational effectiveness in public sector organizations. Journal of Public Administration Research and Theory, 28(1), 1-17. https://doi.org/10.1093/jopart/mux Gustafsson, A., & Johnson, M. D. (2003). Competing in a service economy: how to create a competitive advantage through service development and innovation. John Wiley & Sons. Homburg, C., Kuester, S., & Krohmer, H. (2009). Marketing management: A contemporary perspective. McGraw-Hill Education_._