OE710
Myshka Iryna
Optimisation of Quality of Services
EXAM
Teachers: Peter Hesselink, Hugo Booms
Student: Iryna Myshka, 709140
Date: 19.06.2023
0
, OE710
Myshka Iryna
Table of Contents
Assignment 1................................................................................................................................................1
1.1 Purpose of the research..........................................................................................................................1
1.1.1 Research Goals and Objectives........................................................................................................1
1.1.2 Information requirements...............................................................................................................2
1.1.3 Possible research Questions............................................................................................................2
1.2 Kind of research......................................................................................................................................2
1.3 Field research method............................................................................................................................2
1.4 Target group...........................................................................................................................................3
1.5 Sample size and selection.......................................................................................................................3
Assignment 2....................................................................................................................................................3
2.1 Structure.................................................................................................................................................3
2.2 Questions................................................................................................................................................4
2.3 Questionare............................................................................................................................................4
2.3.1 Survey:.............................................................................................................................................4
2.3.2 Questions for the questionare.........................................................................................................4
Assignment 3....................................................................................................................................................7
3.1 Aim of the Study.....................................................................................................................................7
3.1.1 Research Objective & Goal...............................................................................................................7
3.1.2 Information Needs:..........................................................................................................................7
3.2 Target Population and Sample Size.........................................................................................................7
3.3 Observation Method...............................................................................................................................7
3.4 Instrument of investigation: Observation grid........................................................................................7
Assignment 4..................................................................................................................................................10
Question A :................................................................................................................................................10
Question B:.................................................................................................................................................10
Question C:.................................................................................................................................................17
Assignment 1
Statisfaction survey among existing customers
1.1 Purpose of the research
1.1.1 Research Goals and Objectives
The survey or research attempts to assess the level of satisfaction among its current customers, with
its main objective to gather quantitative data. The company intends to examine several aspects of
1
, OE710
Myshka Iryna
the customer experience, including the product range, variety, and overall quality offered by
Homerr. The research will focus on evaluating the effectiveness of customer service across all
touchpoints, ranging from the website browsing and ordering process to the timely and accurate
delivery of parcels, as well as addressing customer inquiries and concerns. The survey design will
be carefully crafted to facilitate a quantitative interpretation of the collected data, enabling Homerr
to identify areas of improvement and make strategic decisions to enhance customer satisfaction.
Ultimately, the findings from the research will guide potential improvements in Homerr's operations
and positioning, positioning the company for future expansion and success.
1.1.2 Information requirements
To effectively assess the satisfaction of Homerr's customers and gather valuable insights, obtaining
substantial information is essential. The company needs access to a comprehensive customer
database to identify the target customers for the survey. By applying appropriate demographic
filters, we can ensure that the sample represents its customer base accurately. The survey should
focus on evaluating customer satisfaction with Homerr's sustainable parcel delivery service,
including aspects such as delivery times, pick-up point locations, customer service experiences, and
overall service quality. Understanding customer perception of pricing satisfaction is crucial. The
survey should inquire about pricing structure, evaluating whether customers find it fair and
competitive.
1.1.3 Possible research Questions
How satisfied are Homerr's customers with the convenience and reliability of the pick-up point
system compared to traditional home delivery services?
What is the level of customer satisfaction regarding the sustainability and environmental impact of
Homerr's parcel delivery service?
What improvements can be made to Homerr's service to enhance the overall customer experience
and increase satisfaction levels?
How satisfied are customers with the overall quality and condition of the parcels received through
Homerr's service?
1.2 Kind of research
The Touchpoint analysis model is a suitable approach for analyzing the data collected from the
survey on customer satisfaction with Homerr's, as it focuses on evaluating customer experiences
and perceptions at various touchpoints throughout their interaction with the company.
1.3 Field research method
A combination of desk research and field research methodologies is advised to maximize the
survey's relevance for Homerr's. Desk research can be employed to gather relevant information such
as testimonials, prior complaints, and other data to create a comprehensive list of questions for the
satisfaction survey. It is crucial to consider both positive and negative experiences to obtain the best
outcomes. The field research survey can then be designed based on the identified topics. This step
can involve a mix of qualitative and quantitative research techniques to ensure more precise and
accurate results. For example, qualitative questions can be asked to new clients to gain insights into
why they choose to use Homerr's services, while quantitative research will be used for data analysis
and measurement. By combining desk research with field research, Homerr can obtain valuable
feedback and insights from customers, enabling them to improve their sustainable parcel delivery
service effectively.
2
Myshka Iryna
Optimisation of Quality of Services
EXAM
Teachers: Peter Hesselink, Hugo Booms
Student: Iryna Myshka, 709140
Date: 19.06.2023
0
, OE710
Myshka Iryna
Table of Contents
Assignment 1................................................................................................................................................1
1.1 Purpose of the research..........................................................................................................................1
1.1.1 Research Goals and Objectives........................................................................................................1
1.1.2 Information requirements...............................................................................................................2
1.1.3 Possible research Questions............................................................................................................2
1.2 Kind of research......................................................................................................................................2
1.3 Field research method............................................................................................................................2
1.4 Target group...........................................................................................................................................3
1.5 Sample size and selection.......................................................................................................................3
Assignment 2....................................................................................................................................................3
2.1 Structure.................................................................................................................................................3
2.2 Questions................................................................................................................................................4
2.3 Questionare............................................................................................................................................4
2.3.1 Survey:.............................................................................................................................................4
2.3.2 Questions for the questionare.........................................................................................................4
Assignment 3....................................................................................................................................................7
3.1 Aim of the Study.....................................................................................................................................7
3.1.1 Research Objective & Goal...............................................................................................................7
3.1.2 Information Needs:..........................................................................................................................7
3.2 Target Population and Sample Size.........................................................................................................7
3.3 Observation Method...............................................................................................................................7
3.4 Instrument of investigation: Observation grid........................................................................................7
Assignment 4..................................................................................................................................................10
Question A :................................................................................................................................................10
Question B:.................................................................................................................................................10
Question C:.................................................................................................................................................17
Assignment 1
Statisfaction survey among existing customers
1.1 Purpose of the research
1.1.1 Research Goals and Objectives
The survey or research attempts to assess the level of satisfaction among its current customers, with
its main objective to gather quantitative data. The company intends to examine several aspects of
1
, OE710
Myshka Iryna
the customer experience, including the product range, variety, and overall quality offered by
Homerr. The research will focus on evaluating the effectiveness of customer service across all
touchpoints, ranging from the website browsing and ordering process to the timely and accurate
delivery of parcels, as well as addressing customer inquiries and concerns. The survey design will
be carefully crafted to facilitate a quantitative interpretation of the collected data, enabling Homerr
to identify areas of improvement and make strategic decisions to enhance customer satisfaction.
Ultimately, the findings from the research will guide potential improvements in Homerr's operations
and positioning, positioning the company for future expansion and success.
1.1.2 Information requirements
To effectively assess the satisfaction of Homerr's customers and gather valuable insights, obtaining
substantial information is essential. The company needs access to a comprehensive customer
database to identify the target customers for the survey. By applying appropriate demographic
filters, we can ensure that the sample represents its customer base accurately. The survey should
focus on evaluating customer satisfaction with Homerr's sustainable parcel delivery service,
including aspects such as delivery times, pick-up point locations, customer service experiences, and
overall service quality. Understanding customer perception of pricing satisfaction is crucial. The
survey should inquire about pricing structure, evaluating whether customers find it fair and
competitive.
1.1.3 Possible research Questions
How satisfied are Homerr's customers with the convenience and reliability of the pick-up point
system compared to traditional home delivery services?
What is the level of customer satisfaction regarding the sustainability and environmental impact of
Homerr's parcel delivery service?
What improvements can be made to Homerr's service to enhance the overall customer experience
and increase satisfaction levels?
How satisfied are customers with the overall quality and condition of the parcels received through
Homerr's service?
1.2 Kind of research
The Touchpoint analysis model is a suitable approach for analyzing the data collected from the
survey on customer satisfaction with Homerr's, as it focuses on evaluating customer experiences
and perceptions at various touchpoints throughout their interaction with the company.
1.3 Field research method
A combination of desk research and field research methodologies is advised to maximize the
survey's relevance for Homerr's. Desk research can be employed to gather relevant information such
as testimonials, prior complaints, and other data to create a comprehensive list of questions for the
satisfaction survey. It is crucial to consider both positive and negative experiences to obtain the best
outcomes. The field research survey can then be designed based on the identified topics. This step
can involve a mix of qualitative and quantitative research techniques to ensure more precise and
accurate results. For example, qualitative questions can be asked to new clients to gain insights into
why they choose to use Homerr's services, while quantitative research will be used for data analysis
and measurement. By combining desk research with field research, Homerr can obtain valuable
feedback and insights from customers, enabling them to improve their sustainable parcel delivery
service effectively.
2
