Satisfaction Survey Research
Current Survey Background
Perhaps no other research tool utilized by social scientists is as sensitive to social and technological change as the sample survey. Survey research is a multibillion dollar industry in the United States. Surveys provide critical information to decision-makers in government and business. Polls and their results are widely discussed by the general public and media. Because of the size, complexity, and expense of major surveys, which can include tens of thousands of respondents and exceed $100 million in cost, surveys inevitably come to reflect social and technological change.
Survey practice has followed social and technological change in recent decades. The widespread diffusion of phones throughout American society led to the widespread adoption of telephone interviewing by survey organizations in the 1960s and 1970s. Similarly, the development of computing led directly to the development of computer-assisted telephone interviewing (CATI), computer-assisted personal interviewing (CAPI), and web-based surveys. Advances in computing and telephone technology have led to developments in survey methods such as email, web-based and interactive voice response (IVR).
Public attitudes toward privacy and confidentiality have impacted participants’ willingness to take part in surveys in general. Survey researchers have seen the rise of telemarketing, along with call screening, as a contributing factor in the decline in survey response rates over the last couple decades. This has led to higher costs in conducting surveys. The bind of higher costs and lower response rates has fueled new theories to deepen the understanding of nonresponse and its implications for the accuracy of survey estimates. Because of the enormous cost associated with using interviewers to administer surveys, there is little reservation that researchers will continue to investigate how to make them more effective at collecting survey data. These rising costs also create significant constraints on efforts to maintain survey response rates. Along with rapid technological changes, the cost of surveys will remain the likely concern behind the search for new and better methods to conduct surveys.
Customer Satisfaction Relationships
Customer satisfaction is a primary organizational survey used by companies and organizations in the service and business industries. Customer satisfaction is related to customer loyalty, which in turn is related to profitability. The service profit chain (Heskett et al., 1994) hypothesizes that customer satisfaction ( customer loyalty ( profitability. The service management literature argues that customer satisfaction is the result of a customer’s perception of the value received in a transaction or relationship.
Marketing students in specific classes created surveys using Qualtrics; the best questions from these surveys were aggregated by the professors and then administered via email in a convenience sampling method. This means students and professors emailed the survey to other students at Suffolk, students at other schools, friends, and others. The survey information was collected for a period of a couple weeks before being inactive. The results of the survey were then gathered by the professors and properly put into the statistical software SPSS for analysis. The graphs below show a demographic overview of the respondents to give a better understanding of the
Two sampling methods include mail surveys and convenience sampling, a variation of a nonprobability sample. Mail surveys, inexpensive way to contact individuals over a large geographical area, provide anonymity to the respondent, and eliminate interview bias. Convenience sampling, a nonprobability sample, the only criteria is the convenience of the unit to the researcher, fast and uncomplicated, but the sampling error not determined.
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
New York Times published the report of the survey. On this report, Story compares and analyzes the data that she collects from interviews and E-mails. Story (2005)
A survey can be defined as a gathering of a sample of data or opinions considered to be representative of a whole. Such as when the United States government polls a random selection of people throughout the country to get an accurate reading of the people's overall prospective of what the American people think is best for the country. As I almost reach the age of eighteen, not only do I have to start worrying about my career and college, I have to affliate myself with a party and prepare to vote. I have taken three online polls and they all came out with similar results; I am a republican. The three polls I took were The Political Affiliation Quiz, The Political Quiz, and Political Compass. I liked them all but all for various reasons.
Kelley, K et al. (2003). Good practice in the conduct and reporting of survey research. Oxford Journal. 15 (3): 261-266.
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
Focusing on surveys and questionnaires, and quantitative research methods, it varies on the person getting questioned as to which method they prefer. Some individuals may prefer to fill in a questionnaire, as it is quick and simple for them, whereas someone else would rather have a face-to-face interview because they may find questionnaires to complicated. Giving people the choice gives the more chance of getting a response overall. It is important that the researchers are aware of the advantages and disadvantages because they will then be aware of what method to use, and will know what method is best to use. It is also an advantage to work with experienced researchers in order to find out the best results.
Despite these attempts to improve polling accuracy, surveys are susceptible to a number of errors. The most common of which is a samplin...
The Advantages and Limitations of Social Surveys in Sociological Research To survey something, is to carry out a systematic overview so that a researcher can produce a comprehensive general report on it. Survey method is often used by positivist sociologists seeking to test their hypotheses, and to investigate causes and examine variables. As with every other sociological research, survey has its own advantages and limitations. Positivist research, which is in the scientific tradition, begins with a hypothesis that can be either confirmed or rejected according to the data collected. One of the significant advantages of survey method is that, it can be used to collect data that is a representative of a larger population.
Williams, P. & Naumann, E. 2011, "Customer satisfaction and business performance: a firm-level analysis", The Journal of Services Marketing, vol. 25, no. 1, pp. 20-32.
Many scholars believe that customer satisfaction has a crucial role in the success of a business, and is pivotal in increasing the overall profitability of the business (Kotier, 1991). Customer value is gained through the experience they receive from the goods or purchases they have obtained from a certain business. Customer value has various definitions and concepts, Holbrook (1999) stated that it is a kind of “interactive, mutual, and preferred experience”; but simply said, “the term customer value has many meanings.”
Customer satisfaction is a key ingredient to the success of any business.It is the most important factor that creates repeated customers. Some people know it but do not realize its importance. If a customer of yours is satisfied with one of your products or services, chances are this customer will purchase more of your products or services, which will increase your revenue. Therefore, in order to have your new or existing customers buy more from you, you will have to follow techniques that work. Customer satisfaction takes a very important place in Marketing. As much as you think that your marketing strategies should help you generate sales, think about how the same marketing strategies could help you achieve Customer satisfaction. There are a lot of elements involved with Customer satisfaction.
With the dilemma stated, the management question would be how do we increase customer satisfaction? Research questions, which are the objective of the research study, would include – what can management do to improve customer satisfaction, how is employee attitude and motivation connected to customer satisfaction, should we add employee incentives to reward increased customer service ratings, and should we modify hiring and training procedures?
It’s subjective opinion or psychology of customers. Satisfaction is often confused with loyalty. The range of customer’s emotion is shown with surprise, contentment, happy, unhappy or relief. The entire gap between perceived quality and expected quality is influenced customer satisfaction. Customer loyalty is always is frequency buying action.