Prioritising Service Delivery Decisions – Satisfaction Survey – Australian Airline – Report Writing Assessment Answer

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Satisfaction Survey Australian Airline Report Writing Assessment Answer
Assignment Task:

This assignment is a group task – it is rare for managers to work in isolation and learning outcomes for this unit include developing your skills and capacity to work effectively with others. The assignment will help develop your ability to work in a group, as well as skills in desk research (library and Internet search), collating presenting and interpreting information, as well as the essential skill of accurate referencing.

As in Assignment 1 writing concisely is an important skill to develop – so please do not exceed the word limit – anything >10% over the word count will be ignored.

Assignment description

Generally managers do not perform the actual primary data collection, or market research. However, they do frequently commission and oversee business research projects, as well as interpret data and to make informed decisions on the basis of research findings.

This assignment requires you to consider research and decision making associated with a satisfaction survey of PASSENGERS OF AN AUSTRALIAN AIRLINE – using the importance performance / gap analysis approach covered in the unit. This is a very relevant topic since quantitative satisfaction evaluation is conducted by many organisations.

NB
– Apart from observations you may have made while travelling, please do not actually conduct any primary data collection for this assignment, rather just consider the research design and process involved in gap analysis satisfaction research from the manager’s perspective.

Assignment tasks

In this assignment be sure to cover the following under these same headings:

Research

Initially you must outline the business objective(s) of your research, as well as the specific research objectives of
the importance performance / gap analysis approach
.

Information required to fulfill the research objectives

In this section you should consider the information required, desired presentation format, as well as clearly illustrate what will be done with it / how it will fulfill the research objectives.

To do this effectively you should provide your own examples of expected research output and clearly describe how it can be interpreted to assist the company decision making process. (i.e., provide estimates of data and produce your own examples of the anticipated output)

Key considerations for the data collection stages in the research process
This serves as a checklist for the manager to monitor / supervise the agency that conducts the research in order to reduce the potential for unreliable data. Such aspects might include:

Questionnaire design

Customer target and sample

Contact strategy & response rates

Training and supervision of the data collection team (if appropriate)

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