Study Design for Customer Loyalty to Restaurants

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A methodology is written to ensure that the findings created from a study are reliable and valid to ensure that the correct research instruments are utilised (Marczyk et al., 2010). The purpose of this chapter is to detail the process of this study to achieve the aim and objective using a combination of primary and secondary research methods. It is found that a large range of literature regarding the topic of brand loyalty and customer satisfaction. However, there is a shortage of literature within the specific fast food industry. The study found that individuals are loyal to different restaurants for different reasons and it was thought that primary research should be conducted to further research into what should be improved by the fast food industry to maintain loyalty from customers. The study incorporates the use of an inductive research approach, where a theory is created after the research is collected rather than a deductive approach, where a theory is created first only tested by the data collected ( Engel and Schutt, 2005).

The methodology will firstly explain how the secondary research was collected and it will provide a framework to illustrate the collection of primary research. The chapter will discuss the use of the pilot study and the type of sampling that has chosen. It then discuss exactly how the study was conducted and how the data was analysed.

3.2 SECONDARY RESEARCH

“Secondary research includes any research based on secondary sources, especially other researcher’s books or articles” (Brown & Rogers, 2002:10). Secondary research are analyses data that have already been collected to meet research objectives (Saunders et al., 2012). Ghauri & Gronhaug (2010) further state that secondary research not only expla...

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...mendations for managers of fast food restaurants for the increase of brand loyalty and customer satisfaction’. It is a requirement for organisation to change their business strategies to follow the current trends, customer needs and requirement (Kim et al., 2001). When a management follows the service quality model from Parasuraman et al. (1985) to modifying their products according to the customer requirements, they will be more likely to be successful in the era of intense competition (Cater and Cater, 2009). This is one of the reasons that the companies are more interested in identifying the requirements of their target customers so that they can ensure that the organisation’s products are developed exactly according the client needs and requirements (Howard, 2006). This section can clearly shows the consumer expectation in fast food industry in Manchester.

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