RESEARCH

“Research is an Organized and Systematic way of Finding answers to Questions.”

• - Systematic because there is a definite set of procedures and steps which you will
follow. There are certain things in the research process that are always done in order to
get the most accurate results.
• Organized in that there is a structure or method in going about doing research. It is a
planned procedure, not a spontaneous one. It is focused and limited to a specific scope.
• -Finding answers is the end of all research.(Yes/No) Whether it is the answer to a
hypothesis or even a simple question, research is successful when we find answers.
Sometimes the answer is no, but it is still an answer.
• -Questions are central to research. If there is no question, then the answer is of no use.
Research is focused on relevant, useful, and important questions. Without a question,
research has no purpose.
According to Clifford Woody research comprises of defining and redefining problems,
formulating hypothesis or suggested solutions; collecting, organising and evaluating data;
making deductions and reaching conclusions; and at last carefully testing the conclusions
to determine whether they fit the formulating hypothesis

Research methodology is a way to systematically solve the research problem

• In it we study the various steps that are generally adopted by a researcher in studying
his research problem along with the logic behind them
• Researchers not only need to know how to develop certain indices or tests, how to
calculate the mean, the mode, the median or the standard deviation or chi-square, how
to apply particular research techniques, but they also need to know which of these
methods or techniques, are relevant and which are not, and what would they mean and
indicate and why

In research methodology we not only talk of the research methods but also consider the
logic behind the methods explain why we are using a particular method or technique and
why we are not using others Why a research study has been undertaken,
• how the research problem has been defined,
• in what way and why the hypothesis has been formulated,
• what data have been collected
• what particular method has been adopted,
• why particular technique of analysing data has been used etc
• Research methodology is a term that basically means the science of how research is
done scientifically. It is a way to systematically and logically solve a problem, help us
 understand the process not just the product of research, and analyzes methods in
addition to the information obtained by them
• Research methods include all those techniques/methods that are adopted for conducting
research.
• research methodology is the way in which research problems are solved systematically.
It is a science of studying how research is conducted scientifically.

CHARACTERISTICS OF RESEARCH/Good research

1.Solution Oriented: The problem of research must be clearly defined and stated. The
motive of research must be mentioned in the beginning of research work. The research
should provide a solution of a business problem.
2. Logical: In a research we find out facts about a phenomenon and draw conclusions about
it. The inferences and generalizations thus made must be logical. For example, all illiterate
people in the village live longer than the educated people in the cities leads to the
conclusions that illiteracy is the cause of longevity. This is an example of illogical research
conclusion.
3. Objective: Observing true picture of a phenomenon without being affected by observers
own opinion is termed as ‘objective’. Objectivity means knowing reality. The criterion of
objectivity is that all researchers should arrive at the same conclusion about the
phenomenon on which they are pursuing research.
Impartiality: A dishonest research may select data items of individuals to draw conclusions
to his favour. This brings bias into research, which affects the objective of the study.
Therefore a true research must be impartial and unbiased.
5. Accuracy: A research worker needs to gain some expertise in the study he is undertaking.
This expertise results in achieving the accuracy in the solution drawn. The accuracy of
conclusions is a sensitive issue as it may affect the whole decision-making.
6. Systematic: In a research there should be well-defined steps. Each step should be
sequentially linked with another, so that, the whole research work is an organized structure.
7. Verifiability: the results of a research are subjective to verifications. For building a sound
basis for decision making one verifies the research results by replicating the study
8.Empirical: A research is an empirical process and involves data collection. The results are
based on observed experience or empirical evidence.
OBJECTIVES OF RESEARCH
1. Understanding a business problem: The first and foremost objective of any study is
to understand, analyze and explore a business problem. Once complete familiarity with
the phenomenon is achieved, it is easier to decompose the complex problem into
smaller once.
 2. Identifying the cause and effect relationship: It is very important for a researcher to
identify the functional relationships among various components of an organization. A
scientific investigation is necessary in studying the cause and effect relationship of
variables involved in a business phenomenon.
3. To innovate new ideas: Apart from verifying and testifying the existing assumptions,
one of the functions of a research is to add new knowledge to the state of the art.
Research invokes the innovation of new concepts, theories and idea in a business study.
Apart from this, research also removes and discards worthless theories that are
prevalent in the society.
4. To improve the quality: The whole exercise of any activity is done for the
improvement of quality of a product, machinery, or life of human beings. For a business
organization it is atmost important to improve the quality of its products. This can be
achieved by a systematic and critical investigation i.e. research.
NATURE OF RESEARCH:
• Research is process in which in-depth study of the problem is carried out. This requires
investigation to be conducted based on collections and compilation of data along with
its interpretation and presentation.
• Research is properly conducted, it helpful in decision making process. There cannot be
any research exercise which will not yield any additional input to knowledge. As such
research involved critical examination of facts which leads to formation of new
concepts of modification of old concepts.
• The research activities will help us in testing of hypothesis and establishing relationship
between variables by this we can identify the methods for solution of the research
problems.
• The research is a fact finding process, which influences the decisions to be taken. This
also provides an opportunity to check the effectiveness of the decision taken. The
research is a scientific process and it is required to conducted in proper sequences,
which includes activities right from identification of research problem, formulation of
hypothesis, testing of hypothesis, observation and relationship of variables and drawing
of conclusions.
----------------------------------------------------
RESEARCH PROCESS
1. Selection of Research Problem
2. Extensive Literature Survey
3. Making Hypothesis
4. Preparing the Research Design
5. Sampling
6. Data collection
 7. Data Analysis
8. Hypothesis Testing
9. Generalization and Interpretation
10. Preparation of Report

1. Formulating the research problem:

Formulation of a problem is the first and foremost step in a research process. It is not
always easy to identify and define a problem in an ever-changing business environment.
There are two types of research problems,
-those which relate to states of nature (Newtons law)and
-those which relate to relationships between variables
he must decide the general area of interest or aspect of a subject-matter that he would like
to inquire into
The best way of understanding the problem is to discuss it with one’s own colleagues or
with those having some expertise in the matter. In an academic institution the researcher
can seek the help from a guide who is usually an experienced man and has several research
problems in mind
Often, the guide puts forth the problem in general terms and it is up to the researcher to
narrow it down and phrase the problem in operational terms.
2. Extensive literature survey:
The researcher must at the same time examine all available literature to get himself
acquainted with the selected problem.
He may review two types of literature—
the conceptual literature concerning the concepts and theories, and
the empirical literature consisting of studies made earlier which are similar to the one
proposed
. For this purpose, the abstracting and indexing journals and published or unpublished
bibliographies are the first place to go to.
Academic journals, conference proceedings, government reports, books etc., must be
tapped depending on the nature of the problem. In this process, it should be remembered
that one source will lead to another. The earlier studies, if any, which are similar to the
study in hand should be carefully studied. A good library will be a great help to the
researcher at this stage
3. Development of hypotheses: possible or tentative answer to a question-pre conceived result
 After extensive literature survey, researcher should state in clear terms the working
hypothesis or hypotheses.
They also affect the manner in which tests must be conducted in the analysis of data and
indirectly the quality of data which is required for the analysis
Hypothesis should be very specific and limited to the piece of research in hand because it
has to be tested.
The role of the hypothesis is to guide the researcher by delimiting the area of research and
to keep him on the right track. It sharpens his thinking and focuses attention on the more
important facets of the problem. It also indicates the type of data required and the type of
methods of data analysis to be used.
How to develop hypothesis
(a) Discussions with colleagues and experts about the problem, its origin and the objectives
in seeking a solution;
(b) Examination of data and records, if available, concerning the problem for possible
trends, peculiarities and other clues;
(c) Review of similar studies in the area or of the studies on similar problems; and
(d) Exploratory personal investigation which involves original field interviews on a limited
scale with interested parties and individuals with a view to secure greater insight into
the practical aspects of the problem
Preparing the research design: method of conducting re,what strategy
• He will have to state the conceptual structure within which research would be conducted
• The function of research design is to provide the collection of relevant evidence with
minimal expenditure effort and time. But how all these can be achieved depends
mainly on the research purpose.
Research purposes may be grouped into four categories, viz., (i) Exploration, (ii)
Description, (iii) Diagnosis, and (iv) Experimentation
• The preparation of the research design, appropriate for a particular research problem,
involves usually the consideration of the following:
• (i) the means of obtaining the information;
• (ii) the availability and skills of the researcher and his staff (if any);
• (iii) explanation of the way in which selected means of obtaining information will be
organised and the reasoning leading to the selection;
• (iv) the time available for research; and
• (v) the cost factor relating to research, i.e., the finance available for the purpose
5. Determining sample design:
 • All the items under consideration in any field of inquiry constitute a ‘universe’ or
‘population’. A complete enumeration of all the items in the ‘population’ is known as a
census inquiry
• It can be presumed that in such an inquiry when all the items are covered no element of
chance is left and highest accuracy is obtained.
• But in practice this may not be true. Even the slightest element of bias in such an inquiry
will get larger and larger as the number of observations increases. Moreover, there is
no way of checking the element of bias or its extent except through a resurvey or use
of sample checks Besides, this type of inquiry involves a great deal of time, money and
energy
For instance, blood testing is done only on sample basis.
• The researcher must decide the way of selecting a sample or what is popularly known
as the sample design. In other words, a sample design is a definite plan determined
before any data are actually collected for obtaining a sample from a given population.
Thus, the plan to select 12 of a Research Methodology: An Introduction 15 city’s 200
drugstores in a certain way constitutes a sample design
• Samples can be either probability samples or non-probability samples. With probability
samples each element has a known probability of being included in the sample- simple
random sampling, systematic sampling, stratified sampling, cluster/area sampling
• non-probability samples do not allow the researcher to determine this probability. -non-
probability samples are those based on convenience sampling, judgement sampling and
quota sampling techniques
6. Collecting the data:
• Collect data that are appropriate.
• There are several ways of collecting the appropriate data which differ considerably in
context of money costs, time and other resources at the disposal of the researcher.
• Primary data can be collected either through experiment or through survey. If the
researcher conducts an experiment, he observes some quantitative measurements, or
the data, with the help of which he examines the truth contained in his hypothesis.
• But in the case of a survey, data can be collected by any one or more of the following
ways
• (i) By observation
• (ii) Through personal interview:
• (iii) Through telephone interviews
• (iv) By mailing of questionnaire
• (v) Through schedules:
The researcher should select one of these methods of collecting the data taking into
consideration
• the nature of investigation, objective and
• scope of the inquiry,
• financial resources,
• available time and
• the desired degree of accuracy.
• Though he should pay attention to all these factors but much depends upon the ability
and experience of the researcher.
• Methods of collecting secondary data: (i) International organizations like WHO, UNO
etc. (ii) Government publications like economic survey, CSO, NSSO. (iii) Journal and
Newspapers (iv) Research articles (v) Reports of business organization and financial
institutions.
8. Analysis of data:
After the data have been collected, the researcher turns to the task of analysing them.
as establishment of categories,
• the application of these categories to raw data through editing, coding, tabulation and
then drawing statistical inferences
. Thus, researcher should classify the raw data into some purposeful and usable categories.
• Coding operation is usually done at this stage through which the categories of data are
transformed into symbols that may be tabulated and counted.
• Editing is the procedure that improves the quality of the data for coding. With coding
the stage is ready for tabulation.
• Tabulation is a part of the technical procedure wherein the classified data are put in the
form of tables.
• A great deal of data, specially in large inquiries, is tabulated by computers. Computers
not only save time but also make it possible to study large number of variables affecting
a problem simultaneously
. Hypothesis-testing:
• After analysing the data as stated above, the researcher is in a position to test the
hypotheses
• Do the facts support the hypotheses? This is the usual question which should be
answered while testing hypotheses
• Various tests, such as Chi square test, t-test (less than 30), Z-test(more than 30), have
been developed by statisticians for the purpose. The hypotheses may be tested through
 the use of one or more of such tests, depending upon the nature and object of research
inquiry.
• Hypothesis-testing will result in either accepting the hypothesis or in rejecting it.
10. Generalisations and interpretation-:
• If a hypothesis is tested and upheld several times, it may be possible for the researcher
to arrive at generalisation, i.e., to build a theory
• The real value of research lies in its ability to arrive at certain generalisations. If the
researcher had no hypothesis to start with, he might seek to explain his findings on the
basis of some theory.
The process of interpretation may quite often trigger off new questions which in turn may lead
to further researches
11. Preparation of the report
: Finally, the researcher has to prepare the report of what has been done by him.
Writing of report must be done with great care keeping in view the following: The layout of
the report should be as follows:
(i) the preliminary pages; (the report should carry title and date followed by
acknowledgements and foreword. Then there should be a table of contents followed by a list
of tables and list of graphs and charts, if any, given in the report)
(ii) the main text, and
(iii) the end matter.
• The main text of the report should have the following parts:
• (a) Introduction: It should contain a clear statement of the objective of the research and
an explanation of the methodology adopted in accomplishing the research. The scope
of the study along with various limitations should as well be stated in this part.
• (b) Summary of findings: After introduction there would appear a statement of findings
and recommendations in non-technical language. If the findings are extensive, they
should be summarised.
• (c) Main report: The main body of the report should be presented in logical sequence
and broken-down into readily identifiable sections.
• (d) Conclusion: Towards the end of the main text, researcher should again put down the
results of his research clearly and precisely. In fact, it is the final summing up.
• END PART- At the end of the report, appendices should be enlisted in respect of all
technical data. Bibliography, i.e., list of books, journals, reports, etc., consulted, should
also be given in the end. Index should also be given specially in a published research
report
---------------------------------
Problems Encountered by Researchers
1. Lack of skilled researchers:
Research is a SCIENTIFIC AND SYSTEMATIC INVESTIGATION INTO A PROBLEM. In
India there is scarcity of competent researchers due to the lack of scientific training in research
methodology.
2.Lack of code of conduct
The researcher in India does not have a well-defined code of conduct. They do not have ethical
or moral guidelines for becoming good researcher. Therefore, they often face non-co-operation
in team members.
There is a clean need of proper distribution of work, assignment of responsibility and
answerability and a well-defined code of conduct for researchers in India.
3. Insufficient interaction
There is a wide gap between university research departments, other research institutions, and
the policy-making bodies. This leads to the confusion for research workers what data are to be
collected and analysis to be performed.
The policy maker should provide a well-defined problem and a guideline of the data to be
collected, to the researchers.
There should be regular meetings of the decision makers and the field researchers.
4. Overlapping research studies: Due to the LACK OF PROPER INFORMATION and INTER-
DEPARTMENTAL INTERACTION many times THERE IS A DUPLICATION OF
RESEARCH STUDIES. Some time two or more research studies overlap one another leading
to confusion and misleading results.
5. Lack of confidence
• In India we lack confidence in research organizations and its people.
• Business organizations are reluctant to provide information about their companies for
it may be misused. In the surveys of individuals common public is shy or secretive in
providing personal information.
• Therefore, research organizations in India will have to win the confidence that the data
obtained from companies and individuals will be kept strictly confidential and will not
be misused.
6. Lack of funds and facilities: In a developing country like India research is kept at a last
priority where as for fast and organized development research should be first priority.
Researcher in India face the difficulties of lack of funds, secretarial assistance, trained staff and
computational facilities. Efforts should be made to provide and meet the requirements of
research studies by the government agencies as well as business enterprises
7. Lack of literature:
The management of published data is quite poor in libraries and other official sources. The
researcher has to spend unnecessarily a lot of time in tracing books, journals and reports
relevant to his study.
Even the supply of government publications is not timely and regular. Though Internet has
given some relief to researchers and a lot of research material is available on Internet. But
authenticity of data on Internet is doubtful.
--------------------------------------------------------------
Qualities of a good research
1.A good research has a well defined goal.
2.The purpose of the research should be clearly defined and common concepts be used.
3.It should also have a systematic plan of work. A specific programme helps in monitoring
and carrying out the research within a budgeted time and cost framework and at the same time
yields conclusive results.
4.A good research contributes towards the existing knowledge bank. It aims at increasing the
understanding of existing and new facts and ideas.
5. The research procedure used should be described in sufficient detail to permit another
researcher to repeat the research for further advancement, keeping the continuity of what has
already been attained.
6. Good research is logical. A clear logical argument is required to communicate and ordered
sequence of ideas and activities and hence support research conclusions.
7.The results of good research should be verifiable. The research if replicated(able to be
copied) should yield same conclusions. A research that relies on concrete data collected form a
real life situation would have good chances of yielding valid results.
8.A good research is frank. In other words it lists the flaws in the research and also explains the
impact of such flaws on research results.
9. The analysis of data should be sufficiently adequate to reveal its significance and the methods
of analysis used should be appropriate. The validity and reliability of the data should be
checked carefully.
10. Greater confidence in research is warranted if the researcher is experienced, has a good
reputation in research and is a person of integrity
Basic research (sometimes called fundamental or pure) advances scientific knowledge to
completely understand a subject, topic, or phenomenon.
It's conducted to satisfy curiosity or develop a full body of knowledge on a specific subject.
New theory or model is developed to increase knowledge
Basic research generates new ideas, principles and theories indifferent fields.
Basic research has a wide range of uses, as shown in the following examples:
• Investigation into how the universe began
• Understanding the components that make up human DNA
• A study to learn more about which areas in the world get the most precipitation
• (Basic research seeks answers to universal, theoretical questions. While it works to
uncover specific knowledge, it's generally not used to develop a solution. Conversely,
applied research discovers answers to specific questions. It should be used to find out
new knowledge to solve a problem.)
Applied research(action R) is mainly related with solving practical problems rather than
focusing on knowledge expansion.
It is mainly used to find solutions to problems which occur on a daily basis and develop new
innovative technologies.
Applied research can be used in a variety of ways, as illustrated by the following examples:
How to reduce pollution in cities
• The investigation of ways to improve agricultural crop production
• A study to improve methods to market products for Gen Z consumers
• Examination of how technology can t make car tires last longer
• Exploration of how to cook healthy meals with a limited budget
• A study on how to treat patients with insomnia
Applied research provides many benefits in various circumstances, including:
• Designing new products and services

2.ON THE BASIS OF OBJECTIVES

(i) Exploratory Research: (formulative research) for defining problems
• This type of research is carried out at the very beginning when the problem is not clear
or is vague.
• The main aim of exploratory studies is to gather initial information which helps to
define problems and recommend hypothesis.
• It often relies on secondary research such as reviewing available literature, or
qualitative approaches such as informal discussions with consumers, employees,
management or competitors, and more formal approaches through in-depth interviews,
focus groups, projective methods, case studies or pilot studies.
• It is important to bear in mind that it can mainly be conducted when researchers lack
clear idea of the problem.
• The outcomes of this research are not generally useful for decision-making, but they
can provide major insight into a given situation
(ii) Descriptive Research: no hypothesis needed,More specific than exploratory
 • Descriptive research, also known as statistical research, describes data and
characteristics about the population or phenomenon being studied.
• Descriptive research answers the questions who, what, where, when, and how.
• The description is used for frequencies, averages, and other statistical calculations.
• Often the best approach, prior to writing descriptive research, is to conduct a survey
investigation.
• In short descriptive research deals with everything that can be counted and studied. But
there are always restrictions to that.
• Normally used in social sciences or business research ex frequency of shopping in a
month
(iii) Causal/Experimental Research:
• It is commonly used in sciences such as sociology and psychology, physics, chemistry,
biology, medicine, etc.
• However, it may also be carried out in social sciences
• if such research enables us to quantify the findings, to apply the statistical and
mathematical tools and to measure the results thus quantified. It is also classified under
conclusive research.

3.ON THE BASIS OF EXTENT OF THEORY

Research is of two types:
(i) Theoretical Research: no practical examination, conceptual research
• Theoretical research generally uses the findings from existing theory and explanations
to develop new ideas. These new ideas are not tested through collecting evidence in the
form of primary data.
 • Theoretical research is held to be a classical way of adding something of value to the
body of knowledge.
• One of the primary roles of theoretical research is to re-work already established ideas
in order to improve insights into the subject matter.
• Such improvements could well constitute adding something of value to the body of
knowledge.
• A researcher who develops a theory through visiting a library and developing their own
explanation through reading existing work will be undertaking theoretical research.
(ii) Empirical Research: Experimental research –experiments are done
This is a data based research where we collect primary data and then data is further analysed
and used for testing hypothesis.
• Empirical evidence (the record of one's direct observations or experiences) can be
ANALYSED QUANTITATIVELY OR QUALITATIVELY.
• It is based on observation and experience more than upon theory and abstraction.
• Empirical means based upon observation or measurement rather than theoretical
reasoning.
• Pharmaceutical companies use empirical research to try out a specific drug on
controlled groups or random groups to study the effect and cause. This way they prove
certain theories they had proposed for the specific drug. Such research is not just useful
in science but in many other fields like history, social sciences, business, etc
On the Basis of Time Dimension
Research can be of two types:
(i) Cross-Sectional Research: one time R
• Cross-sectional study is popular in the field of business and marketing research.
• Cross-sectional research design involves the collection of INFORMATION FROM A
SAMPLE OF A POPULATION AT ONLY ONE POINT OF TIME.
• Cross-sectional research is usually the simplest and least costly alternative.
• In this study, various segments of the population are sampled so that the relationship
among the variables may be investigated by cross tabulation. Sample surveys are cross-
sectional studies in which the samples happen to be a representative of the population.
It may reveal how these samples are represented in a cross section of a population.
• The cross-sectional study generally involves large samples from the population; hence,
they are sometimes referred as “SAMPLE SURVEYS.”
Cross-sectional research can be exploratory, descriptive, or explanatory but it is most consistent
with a descriptive approach to research. “What is the effectiveness of an advertisement
campaign for an air conditioner?” is an example of cross-sectional study
ii) Longitudinal Research:
• Longitudinal study involves survey of the same population over a period of time.
• It is usually more complex and costly than cross-sectional research, but it is also more
powerful, especially when researchers seek answers to questions about social change.
• In this study, the sample remains the same over a period of time.
• “How have consumers changed their opinion about the performance of air conditioner
as compared with that last summer?” is an example of longitudinal study.
• Longitudinal surveys usually combine both extensive (quantitative) and intensive
(qualitative) approaches.
• Descriptive and explanatory researchers use longitudinal approaches.
• types of longitudinal research which can be described as follows:

Time-Series Research:
A time series design collects data on the same variable at regular intervals (weeks, months,
years, etc.) in the form of aggregate measures of a population.
Measurements are taken on each variable over two or more distinct time periods. This allows
the researcher to measure change in variables over time.
For example, unemployment rates, poverty rates, etc. Time series designs are useful for
establishing a baseline measure, describing changes over time, keeping track of trends, and
forecasting future (short-term) trends. Time series data are nearly always presented in the form
of a chart or graph: The horizontal (or x) axis is divided into time intervals, and the vertical (y)
axis shows the values of the dependent variable as they fluctuate over time.
(b) Panel Study: It is a powerful type of longitudinal research.
A panel is a sample of respondents who have agreed to provide responses over a specified time
interval.
In a panel study, the researcher observes exactly the same people, group, or organisation across
time periods.
Panels are also of two types: traditional panels and omnibus panels.
• In case of traditional panels, same questions are asked to the respondents on each panel
measurement. For example, firms are interested in knowing the change in attitude,
opinion, feeling, or emotion of the customers about a particular product over a specific
time interval.
• In the case of omnibus panels, different set of questions are asked to the respondents
on each panel measurement. Hence, different set of information is obtained using
omnibus panels. Use of panels is based on the objective of the research and the nature
of the problem
 (c) Cohort Study: A cohort is a group of respondents who experiences the same events
within the same time interval.
• It is similar to the panel study, but rather than observing the exact same people, a
category of people who share a similar life experience in a specified time period is
studied.
• In cohort study, the individuals examined over time may not be the same but they should
be representative of a particular group (or cohort) of individuals who have shared a
common experience. For example, cohort analysis used to predict changes in voter
opinions during the polls.
ON THE BASIS OF ENQUIRY MADE
Quantitative v/s Qualitative:
Quantitative research is based on the measurement of quantity or amount. It is applicable to
phenomena that can be expressed in terms of quantity.
E.g. Studying the number of enquiries received for room bookings through different modes like
internet, emails, calls, letters, or different sources like travel and tours operators, companies
and government organizations etc.
Ex amount of time spent by student to study for exams
Qualitative research, on the other hand, is concerned with qualitative phenomenon, i.e.,
phenomena relating to or involving quality or kind. Deals with subjective data-
attitude,motivation
Ex why have you not attended the class today- units cannot be assigned
E.g. studying the stress levels and reasons for variable performances of staff in different shifts
in the same department of a hotel. The same individuals may perform differently with the
change of shift timings. It can involve performing research about changing preferences of
customers as per the change of season.
• Another example is attitude or opinion research i.e. a research intended to find out how
people feel or what they think about a particular subject or institution is also qualitative
research. Through behavioral research we can evaluate the diverse factors which
motivate people to behave in a particular manner or which make people like or dislike
a particular thing. It is therefore important that to be relevant in qualitative research in
practice the researcher should seek guidance from qualified individuals from the field
opted.
• (i) Historical Research: The name itself indicates the meaning of the research.
• Historical study is a study of past records and data in order to understand the future
trends and development of the organisation or market.
• There is no direct observation.
• The research has to depend on the conclusions or inferences drawn in the past.
 • In general, historical research is undertaken to answer questions about causes, effects,
or trends relating to past events that may shed light on present behaviours or practices.
• For example, study of epics like Ramayana and Mahabharata for TV serial or movie
making, biographical research, histories of institutions and organizations etc
Descriptive VS Analytical Research
• Descriptive research
• The purpose of descriptive research is to describe the existing or past state of affairs.
• In social science or business research, descriptive research is termed as Ex post facto
analysis.
• The main characteristic of this research is that the researcher has not control over the
variables and just describes what has happened or what is happening .
• For example, when an MBA student takes up a descriptive research on departmental
stores in Coimbatore, he or she describes how many departmental stores are functioning
in Coimbatore, where they are located, what types of goods are sold, how many persons
are employed, what are the price structures, how many visit the stores, etc.
• The data may be obtained through surveys and presented in easily understandable
format to have an idea about the state of affairs of departmental stores.
• Descriptive research attempts to answer the questions ‘what’, ‘when’, ‘which’, and
‘where’.
Analytical research
• Also called as diagnostic research, analytical research tries to find why a particular
phenomenon has occurred or it is occurring presently. The questions ‘why’ and ‘how’
are answered in analytical research. Analytical research is always preceded by
descriptive research.
• In the above example of study of departmental stores, the student after describing the
nature of the stores, shall try to reason out why people are visiting a particular store in
large numbers or how it is possible for a particular store to price its goods at a cheaper
rate.
• Conceptual v/s Empirical research
• Conceptual research involves the development of new theories, abstract ideas, and
generalized principles.
• Philosophers, intellectuals and thinkers carry out this kind of research.
• On the basis of their conceptual knowledge they build theoretical models. Conceptual
research is an intellectual process to develop and verify knowledge.
Empirical research is based on observation and experimentation.
The information collected in the form of facts develops the conclusions and theories about a
phenomenon.
The models, so developed, can again be verified by a replication of data collection. To test a
given hypothesis empirical research is most popular and powerful tool in the modern world.
(ii) Diagnostic Research: It may be said as another name for descriptive research.
This research is conducted to establish whether two or more variables are associated and their
degree of association.
In a diagnostic research, the researcher is trying to evaluate the cause of a specific problem or
phenomenon.
This research design is used to understand more in detail the factors that are creating problems
in the company. Diagnostic research design includes three steps viz. the inception of the issue,
diagnosis of the issue and solution for the issue.
• Iii Field Research Field research involves conducting research in actual situations by
collecting data through observation, questionnaire, interview, etc., from real population.
• iv Lab research It is based on experiments conducted in a lab research. Research in
physics is a lab research they are also useful in social research but with limited
applications. The only problem is to create environmental conditions. In management
sciences, small group studies based on random behavior, role plays and role analyses
come under laboratory research are possible.
• V In simulation research, artificial environment is created which is very similar to real
environment .This type of research permits observance of dynamic behaviour of the
item under controlled conditions. real situations. Crisis management in war fields or
plane-crashes is researched employing simulation research.
• (iv) Case-Study Research: This type of research is concerned with exploring and
analysing the life or functioning of a social or economic unit, such as a person, a family,
a community, an institution, a firm or an. Industry. The objective of case study method
is to examine the factors that cause the behavioural patterns of a given unit and its
relationship with the environment. A researcher conducting a study using the case study
method attempts to understand the complexity of factors that are operative within a
social or economic unit as an integrated totality.
• (iv) Evaluation Research: Evaluation research aims at evaluating programme that have
been implemented or actions that have taken in order to get an objective. Evaluation
means some sort of measurement of the end-product and impact of an effort in the light
of the stated goals for which the programmed undertaken. There are so many
programmes in which economic gains are not visible, the evaluation of which calls for
special techniques. There are three types of evaluations made in research namely
concurrent evaluation, periodic evaluation, and terminal evaluation.

• The research design is an overall formulation of a research problem.

• It refers to the overall strategy that you choose to integrate the different components of
the study in a logical way.
 • It is a framework or blueprint for conducting the research.conceptual
structure,systematic plan ,visualisation
• According to Smith (1976) – “A design is a carefully arranged scheme regarding how
to conduct an experiment. The design of an experiment refers to the selection and
arrangement of conditions”.
• According to Kerlinger – “Research design is the plan, structure and strategy of
investigation conceived so as to obtain answers to research questions and to control
variance”.
• A properly developed research design is the one that results in minimal or no error at
all if everything goes as planned for.
• i) What is the study about?purpose
• (ii) Why is the study being made?significance
• (iii) Where will the study be carried out?location
• (iv) What type of data is required?primary quanti
• (v) Where can the required data be found?
• (vi) What periods of time will the study include?
• (vii) What will be the sample design?probability etc
• (viii) What techniques of data collection will be used?
• (ix) How will the data be analysed?
• (x) In what style will the report be prepared language-apa(American psychological
association),mla(modern language asso) style

Characteristics of a Research Design

• Reliability: Researcher should ensure that research questions are framed judiciously to
make it reliable and provide similar outcomes. Thus the results obtained should be
similar if the research is conducted in identical conditions and is repeated time and
again. E.g. A Guest Comments Card contains the same set of questions and responses
for all the guests staying at the hotel and it is suitably placed on the study table in a
guest room allowing each guest to take time and fill the data.
• · Generalization: The information collected from given sample must be utilized for
providing a general application to the large group of which the sample is drawn.
• · Ethical: It should be acceptable and be free of practices or procedures that may not
be honest or may give error /bias.
• It should be proficient in obtaining the most reliable and valid data;
• · It can adequately control the various threats of validity, both internal and external
 • Sufficient information should be provided
• Flexibility-change
• Lack of error

Research design in case of exploratory research studies(s formulative research studies.)

• . Generally, the following three methods in the context of research design for such
studies are talked about: (a) the survey of concerning literature; (b) the experience
survey and (c) the analysis of ‘insight-stimulating’ examples
• 1 The survey of concerning literature happens to be the most simple and fruitful
method of formulating precisely the research problem or developing hypothesis.
• Hypotheses stated by earlier workers may be reviewed and their usefulness be
evaluated as a basis for further research. It may also be considered whether the already
stated hypotheses suggest new hypothesis.
• In this way the researcher should review and build upon the work already done by
others, but in cases where hypotheses have NOT YET BEEN FORMULATED, his task
is to review the available material for deriving the relevant hypotheses from it.
• He should also make an attempt to APPLY CONCEPTS AND THEORIES developed
in different research contexts to the area in which he is himself working. Sometimes the
works of creative writers also provide a fertile ground for hypothesis formulation and
as such may be looked into by the researcher.
• 2. Experience survey means the survey of people who have had practical experience
with the problem to be studied.
• For such a survey people who are competent and can contribute new ideas may be
carefully selected as respondents to ensure a representation of different types of
experience.
• The respondents so selected may then be interviewed by the investigator. The researcher
must prepare an interview schedule for the systematic questioning of informants.
• But the interview must ensure flexibility in the sense that the respondents should be
allowed to raise issues and questions which the investigator has not previously
considered. Generally, the experience collecting interview is likely to be long and may
last for few hours
• Hence, it is often considered desirable to send a copy of the questions to be discussed
to the respondents well in advance. This will also give an opportunity to the respondents
for doing some advance thinking over the various issues involved so that, at the time of
interview, they may be able to contribute effectively
• Thus, an experience survey may enable the researcher to define the problem more
concisely and help in the formulation of the research hypothesis.
• When we refer to an "insight-stimulating" analysis, it means examining information or
data in a way that encourages deeper understanding, creative thinking, and the
generation of valuable insights. This type of analysis goes beyond basic examination
and seeks to uncover hidden patterns, connections, or implications within the data or
information being studied. The goal is to provoke thought, foster new perspectives, and
generate meaningful insights that may not be immediately apparent.
• Analysis of ‘insight-stimulating’ examples is also a fruitful method for suggesting
hypotheses for research.
• It is particularly suitable in areas where THERE IS LITTLE EXPERIENCE TO SERVE
AS A GUIDE.
• . For this purpose the existing records, if any, may be examined, the unstructured
interviewing may take place, or some other approach may be adopted
• Attitude of the investigator, the intensity of the study and the ability of the researcher
are the main features which make this method an appropriate procedure for evoking
insights

II Research design in case of descriptive and diagnostic research studies:

• Descriptive research studies are those studies which are concerned with describing the
characteristics of a particular individual, or of a group, whereas diagnostic research
studies determine the frequency with which something occurs or its association with
something else.
• From the point of view of the research design, the descriptive as well as diagnostic
studies share common requirements and as such we may group together these two types
of research studies
• . In descriptive as well as in diagnostic studies, the researcher must be able to define
clearly, what he wants to measure and must find adequate methods for measuring it
along with a clear cut definition of ‘population’ he wants to study.
• The design in such studies must be rigid and not flexible and must focus attention on
the following:
• (a) Formulating of the objective of the study (what the study is about and why is it being
made?)
• (b) Designing the methods of data collection (what techniques of gathering data will be
adopted?)
• (c) Selecting the sample (how much material will be needed?)
• (d) Collecting the data (where can the required data be found and with what time period
should the data be related?)
• (e) Processing and analysing the data.
• (f) Reporting the findings
 3.Hypothesis-testing research studies (generally known as experimental studies) are
those where the researcher tests the hypotheses of causal relationships between
variables.
• Such studies require procedures that will not only reduce bias and increase reliability,
but will permit drawing inferences about causality. Usually experiments meet this
requirement. Hence, when we talk of research design in such studies, we often mean
the design of experiments
• experimental design commonly conducted in two setting contexts
• (a) in artificial setting where experimental are conducted in tight contrived environment
also known as “Lab-Experiment”.
• (b) In a natural setting experimental are conducted where activities occur on a regular
basis, also known as “Field Experiment”.
Case study research design
• It is a qualitative research method that involves an in-depth and detailed examination
of a specific instance or case. This method is commonly used in various disciplines such
as psychology, sociology, anthropology, business, and education. Case studies provide
a holistic understanding of a phenomenon and allow researchers to explore complex
issues within their real-life context.
• Here are key elements and considerations in case study research design:
• Selection of Case:
• Researchers need to carefully select the case or cases they will study. The case could be
an individual, a group, an organization, an event, or a situation.
• The selection should align with the research questions and objectives, and it is often
chosen for its unique or exemplary characteristics.
• Data Collection Methods:
• Case study research involves gathering data from multiple sources. Common data
collection methods include interviews, observations, documents, archival records, and
artifacts.
• Triangulation, or using multiple sources of data, enhances the reliability and validity of
the study.
• Researcher's Role:
• Researchers play an active role in case study research, interacting with participants and
immersing themselves in the case.
• The researcher's perspective and biases may influence the study, so reflexivity (being
aware of one's influence) is important.
• Data Analysis:
 • Analysis in case study research is often qualitative and involves the systematic
examination of data to identify patterns, themes, and trends.
• The analysis may be both deductive (using existing theories) and inductive (allowing
themes to emerge from the data).
• Contextualization:
• Case studies emphasize the importance of understanding the context in which the case
is situated. This context helps interpret the findings and draw relevant conclusions.
• Rich Description:
• Case study reports should provide a rich and detailed description of the case. This
includes a thorough exploration of the setting, participants, and events.
-------------------------------------------------------

MEASUREMENT SCALES-4
• The most widely used classification of measurement scales are: (a) nominal scale; (b)
ordinal scale; (c) interval scale; and (d) ratio scale.
1.Nominal scale male-1 female-2(assigning codes)sem
It is used to classify objects, individuals,groups.
It is a system of assigning number symbols to events in order to label them.
the numbers are just convenient labels for the particular class of events and as such have
no quantitative value.
Nominal scales provide convenient ways of keeping track of people, objects and events
ONE CANNOT USEFULLY AVERAGE the numbers on the back of a group of football
players and come up with a meaningful value. Neither can one USEFULLY COMPARE
THE NUMBERS assigned to one group with the numbers assigned to another
Nominal scale is the least powerful level of measurement.
A nominal scale simply describes differences between things by assigning them to
categories.
EX-GENDER COUNTRY RELIGION STATE OF RESIDENCE
They are mutually exclusive ( if select one then you cannot select two)
Frequencies % modes
2.Ordinal scale-it allows for labelling(categorization)as in nominal scales but they also allow
for ranking (more advanced than interval) ranks or preferences
• The ordinal scale places events in order, but there is NO ATTEMPT TO MAKE THE
INTERVALS OF THE SCALE EQUAL IN TERMS OF SOME rule.
• Rank orders represent ordinal scales
• A student’s rank in his graduation class involves the use of an ordinal scale.
• FOR INSTANCE, IF RAM’S POSITION IN HIS CLASS IS 10 AND MOHAN’S
POSITION IS 40, IT CANNOT BE SAID THAT RAM’S POSITION IS FOUR TIMES
AS GOOD AS THAT OF MOHAN. THE STATEMENT WOULD MAKE NO SENSE
AT ALL.
• Ordinal scales only permit the ranking of items from highest to lowest. Ordinal
measures have no absolute values, and the real differences between adjacent ranks may
not be equal. All that can be said is that one person is higher or lower on the scale than
another, but more precise comparisons cannot be made
• Thus, the use of an ordinal scale implies a statement of ‘greater than’ or ‘less than’ (an
equality statement is also acceptable) without our being able to state how much greater
or less. The real difference between ranks 1 and 2 may be more or less than the
difference between ranks 5 and 6
• The numbers of this scale have only a rank meaning
• We donot know their magnitude.(difference how much
• Rate best cities acc to your preferences
• Frequencies median mode
3.Interval scale ( twice as warm) is used to understand the order and differences between
them. difference between the two variables is meaningful.
• Most commonly used in social sciences
• The intervals are adjusted in terms of some rule that has been established as a basis for
making the units equal.
• Interval scales can have an arbitrary zero, but it is not possible to determine for them
what may be called an no absolute zero or the unique origin. lack of a true zero;
• Fahrenheit scale -One can say that an increase in temperature from 30° to 40° involves
the same increase in temperature as an increase from 60° to 70°, but one cannot say that
the temperature of 60° is twice as warm as the temperature of 30° because both numbers
are dependent on the fact that the zero on the scale is set arbitrarily at the temperature
of the freezing point of water. The ratio of the two temperatures, 30° and 60°, means
nothing because zero is an arbitrary point
• Used when variables are subjective- satisfaction,motivation
• 1-strongly disagee 5-strongly agree –hypothetical no not absolute
• Mean sd t test regression correlation
• It shows the difference,order, equality of magnitude of differences in the variable
• More powerful than ordinal and interval scales
• Used when variables are subjective- satisfaction,motivation
• 1-strongly disagee 5-strongly agree –hypothetical no not absolute
• Mean sd t test regression correlation
• It shows the difference,order, equality of magnitude of differences in the variable
• More powerful than ordinal and interval scales
4.Ratio scale -advanced scale relationship between different weights.
• It has the characteristics of all other scales
• Additional-it has absolute meaningful zero point
• Weight height age-if 40 we cannot say its not hypothetical its actual
• Statistics same as interval scale
• Ratio scales have an absolute or true zero of measurement
• With ratio scales involved one can make statements like “Jyoti’s” typing performance
was twice as good as that of “Reetu.” The ratio involved does have significance and
facilitates a kind of comparison which is not possible in case of an interval scale.
• Ratio scale represents the actual amounts of variables
• Multiplication and division can be used with this scale but not with other scales
mentioned above. Geometric and harmonic means can be used as measures of central
tendency and coefficients of variation may also be calculated.
• . For example, a company markets two toothbrushes priced Rs 30 and Rs 15,
respectively. In the ratio scale, the difference between the two prices, that is, Rs 30 −
Rs 15 = Rs 15, can be calculated and is meaningful. With it, we can also say that the
price of the first product, Rs 30, is two times that of the second product.

•
SCALING TECHNIQUES
• The various types of scaling techniques used in research can be classified into two
categories: (a) comparative scales, and (b) Non-comparative scales.
• In comparative scaling, the respondent is asked to compare one object with another.
For example, the researcher can ask the respondents whether they prefer brand A or
brand B of a detergent.
On the other hand, in noncomparative scaling respondents need only evaluate a single object.
Their evaluation is independent of the other object which the researcher is studying.
Respondents using a non-comparative scale employ whatever rating standard seems
appropriate to them. Non-comparative techniques consist of continuous and itemized rating
scales

•
Comparative Scale
• a) Paired Comparison Scale: This is a comparative scaling technique in which a
respondent is presented with two objects at a time and asked to select one object (rate
between two objects at a time) according to some criterion. The data obtained are
ordinal in nature.
• For example, there are four types of cold drinks - Coke, Pepsi, Sprite, and Limca. The
respondents can prefer Pepsi to Coke or Coke to Sprite, etc. In all we can have the
following six comparisons. Coke–Pepsi Coke–Sprite Coke–Limca Pepsi–Sprite Pepsi–
Limca Sprite–Limca
• N(n-1)/2
A √ in a particular box means that the brand in that column was preferred over the brand in the
corresponding row
Coke was preferred over Sprite, Coke over Limca, in this case the number of times coke
preferred was 2 times. Similarly, Pepsi over Coke, Pepsi over Sprite, Pepsi over Limca, in this
case Pepsi was 3 time preferred. Thus, the number of times a brand was preferred is obtained
by summing the √ s in each column.

b) Rank Order Scale: This is another type of comparative scaling technique in which
respondents are presented with several items simultaneously and asked to rank them in the
order of priority. This is an ordinal scale that describes the favoured and unfavoured objects,
but does not reveal the distance between the objects

•
Like paired comparison, the rank order scale, is also comparative in nature. The
resultant data in rank order is ordinal data. This method is more realistic in obtaining
the responses and it yields better results when direct comparison are required between
the given objects. The major disadvantage of this technique is that only ordinal data can
be generated.
c) Constant Sum Scale: In this scale, the respondents are asked to allocate a constant sum
of units such as points, rupees, or chips among a set of stimulus objects with respect to
some criterion. For example, you may wish to determine how important the attributes of
price, fragrance, packaging, cleaning power, and lather of a detergent are to consumers.
Respondents might be asked to divide a constant sum to indicate the relative importance of
the attributes using the following format.

•
d) Q- Sort Scale:
• The objective of the Q-sort scaling technique is to quickly classify a large number of
objects. In this kind of scaling technique, the respondents are presented with a set of
statements, and they classify it on the basis of some predefined number of categories
(piles), usually 11. For example, the respondents are given 70 attitudinal statements
related to their views on ethical marketing practices by the companies presented on
individual cards. The respondents are supposed to categorically place these statement
cards into 11 piles ranging from “most strongly agree” to “least strongly agree.”
Number of cards presented to the respondents should not be less than 60 and should not
be more than 120
Non-Comparative Scales The non-comparative scaling techniques can be further divided
into: (a) Continuous Rating Scale, and (b) Itemised Rating Scale
• a) Continuous Rating Scales It is very simple and highly useful. In continuous rating
scale, the respondent’s rate the objects by placing a mark at the appropriate position on
a continuous line that runs from one extreme of the criterion variable to the other.
Examples of continuous rating scale are given below
•

b) Itemised Rating Scales Itemised rating scale is a scale having numbers or brief
descriptions associated with each category. The categories are ordered in terms of scale
position and the respondents are required to select one of the limited number of
categories that best describes the product, brand, company, or product attribute being
rated. Itemised rating scales are widely used in marketing research
• The three itemised rating scales, namely (a) Likert scale, (b) Semantic Differential
Scale, and (c) Stapel Scale
• a) Likert Scale: In business research, the Likert scale, developed by Rensis Likert, is
extremely popular for measuring attitudes, because, the method is simple to administer.
With the Likert scale, the respondents indicate their own attitudes by checking how
strongly they agree or disagree with carefully worded statements that range from very
positive to very negative towards the attitudinal object. Respondents generally choose
from five alternatives (say strongly agree, agree, neither agree nor disagree, disagree,
strongly disagree)

•
• b) Semantic Differential Scale: This is a seven point rating scale with end points
associated with bipolar labels (such as good and bad, complex and simple) that have
semantic meaning. The Semantic Differential scale is used for a variety of purposes. It
can be used to find whether a respondent has a positive or negative attitude towards an
object. It has been widely used in comparing brands, products and company images. It
has also been used to develop advertising and promotion strategies and in a new product
development study
• bipolaradjectives
-3 to +3(with zero) or a 1 to 7 scale
•
c) Staple Scale: The Stapel scale was originally developed to measure the direction and
intensity of an attitude simultaneously. Modern versions of the Stapel scale place a
single adjective as a substitute for the Semantic differential when it is difficult to create
pairs of bipolar adjectives. The modified Stapel scale places a single adjective in the
centre of an even number of numerical values (say, +3, +2, +1, –1, –2, –3). This scale
measures how close to or how distant from the adjective a given stimulus is perceived
to be. The following is an example of a Staple scale
•
 In the above example first the individual respondent’s scores for each phrase that
describes the selected bank are obtained and then the average scores of all 100
respondents for each phrase are plotted graphically. The maximum score possible for
each bank is +32 and the minimum possible score for each brand is –32. In the example,
Bank-X has score +24, and Bank-Y has score +3. From the scale we can identify which
phrase needs improvement for each Bank.
• The advantages and disadvantages of the Stapel scale are very similar to those for the
Semantic differential scale. However, the Stapel scale tends to be easier to construct
and administer, especially over telephone, since the Stapel scale does not call for the
bipolar adjectives as does the Semantic differential scale. However, research on
comparing the Stapel scale with Semantic differential scale suggests that the results of
both the scales are largely the same.
• --------------------------------------------
• Methods of data collection
• The researcher should keep in mind two types of data viz., primary and secondary.
• The primary data are those which are collected afresh and for the first time, and thus
happen to be original in character.
• The secondary data, on the other hand, are those which have already been collected by
someone else and which have already been passed through the statistical process
• Several methods of collecting primary data
• (i) observation method,
• (ii) interview method,
 • (iii) through questionnaires,
• (iv) through schedules,
COLLECTION OF DATA THROUGH QUESTIONNAIRES
• A questionnaire consists of a number of questions printed or typed in a definite order
on a form or set of forms
• Before using this method, it is always advisable to conduct ‘pilot study’ (Pilot Survey)
for testing the questionnaires
• it should be very carefully constructed. If it is not properly set up, then the survey is
bound to fail.
• Questionnaires use two types of question formats.
• These are open-ended questions and closed-ended questions.
• Open-ended Questions
• Open-ended questions are unstructured questions. The open-ended questions provide a
free-to-answer opportunity to the respondents instead of fixed-response choices. In an
open-ended question, a respondent remains free to provide his or her opinion about any
topic in his or her own words
• the open-ended questions are extremely useful for an exploratory research. In addition,
these questions provide the respondent an opportunity to freely express his or her
feelings and provide an insight into the problem in hand
• Ex What is your favourite advertisement for a soft drink?
• Who is your favourite business figure?
• What do you think is the most important consumer durable product for a household?
• The respondents do not feel comfortable with the open-ended questions as it requires
more effort and time to fill. The open-ended questions are difficult to code and require
a lot of time.
• Closed-ended Questions Closed-ended questions are structured questions
• The closed-ended questions provide response alternative to the respondents instead of
giving them a free-to-express response option. The choice offered to the respondents
can be either in the form of a rating system or a set of response alternatives. These
response alternatives are presented to the respondents and they select the most
appropriate one. The closed-ended questionnaires are generally cheaper, more reliable,
and faster to code, and analyse the collected data
Types of open ended questions
Dichotomous Questions Dichotomous questions have only two response alternatives usually
presenting the two extremes “yes” or “no.”
• The researchers often present a third neutral alternative “don’t know
 • Do you have plans to purchase a motorbike as the company has reduced the price and
offered “0% interest scheme”
• Yes ________________ No _________________ Cannot say
• The researchers also ask dichotomous questions to understand the demographic profile
of the respondents.
• 1. Please specify your gender. Male ___________ Female _________
• Will you be purchasing any insurance policy this year? Yes ________ No ________
Cannot say __________
• Multiple-Choice Questions (multichotomous questions)
• While asking multiple-choice questions, the researcher presents various answer
choices to a respondent and the respondent is supposed to select any one from the
options.
• How do you rate the services offered by the bank?
• Excellent ________ Very good _______ Moderate _______ Just right _______ Poor
___________

Constructing a Questionnaire
Section A: General Information
1.1. Demographics:
Age: 15-20 21-25 26-30_ _____
Gender: ( ) Male ( ) Female ( )
Income :Less than 5 lakhs 6-10 11-15
How often do you visit ourBank? ( ) First time ( ) Occasionally ( ) Regularly
Section B
Bank Facilities and Environment
Communication and Information
Staff Interaction
Additional Comments:
Thank you for your valuable feedback. Your input will contribute to our ongoing efforts
to enhance customer satisfaction.
 Process of assessing the feedback of respondents
1. Define Objectives:
• Clearly outline the objectives of the feedback assessment. Identify specific aspects to
evaluate, such as the, communication, allocation, experience, etc.
2. Develop a Survey Instrument:
• Design a structured questionnaire or survey to collect feedback. Include a mix of
closed-ended questions (using scales) and open-ended questions to capture both
quantitative and qualitative data.
3. Identify Variables:
• Determine Variables that align with the objectives. This could include satisfaction
levels, perceived value, ease of participation, clarity of information, etc.
4. Select the Sample:
• Identify the target audience for the survey. This may include -----
5. Data Collection:
• Distribute the survey to the identified sample through appropriate channels. This could
involve using online survey platforms, emails, or other communication methods.
Ensure confidentiality and anonymity to encourage honest feedback.
6. Analyze Quantitative Data:
• Collate and analyze quantitative data obtained from closed-ended questions. Use
statistical tools to identify trends, patterns, and correlations in the responses.
7. Analyze Qualitative Data:
• Analyze responses from open-ended questions to extract qualitative insights. Look for
recurring themes, sentiments, and specific comments that provide depth to the
quantitative findings.
8. Benchmarking:
• Compare the feedback against industry benchmarks or standards to provide context for
the evaluation. This can highlight areas where a company performed well or needs
improvement relative to industry norms.
9. Report Findings:
• Compile a comprehensive report summarizing the findings, insights, and
recommendations. Present the data in a format that is easily understandable to key
stakeholders.
10. Feedback Dissemination:
• Share the feedback findings with relevant stakeholders, including the management
team, board of directors, and any regulatory bodies if necessary.
11. Action Plan:
• Develop an action plan based on the feedback received. Prioritize areas for
improvement and outline steps to address the identified issues.
12. Continuous Monitoring:
• Establish mechanisms for continuous monitoring and feedback. This could involve
periodic surveys, investor forums, or other channels to keep track of ongoing investor
sentiments.

Assessing qualitative variables:

1. Observation:
Directly observing and documenting the behavior, actions, or characteristics of
individuals or events.
• Example: Studying classroom interactions to assess the level of student
engagement, categorizing behaviors as active participation or passive listening.
1. Interviews:
Engaging participants in open-ended conversations to gather in-depth insights and
perspectives.
 • Example: Conducting interviews with employees to explore their job
satisfaction, categorizing responses into themes like work environment, career
development, and team dynamics.
1. Focus Groups:
Bringing together a small group of participants to discuss specific topics in a facilitated
discussion.
Example: Organizing a focus group with customers to explore their perceptions of a
new product, categorizing responses based on likes, dislikes, and improvement
suggestions.
4.Content Analysis:
Analyzing and categorizing the content of text, audio, or visual materials to
identify recurring themes or patterns.
• Example: Analyzing online reviews of a restaurant to categorize comments into
themes such as food quality, service, and ambiance.
5.Case Studies:
In-depth analysis of a particular case or instance, often involving multiple sources of
data.
• Example: Conducting a case study on a successful business turnaround,
categorizing factors contributing to success or failure.
6. Document Analysis:
Reviewing and categorizing written or recorded materials to extract information and
identify patterns.
Example: Analyzing historical letters or documents to understand social attitudes and
perspectives during a specific time period
7.Ethnography (the scientific description of peoples and cultures with their customs,
habits, and mutual differences.)
• Description: Immersing researchers in the natural environment of the study
group to gain a deep understanding of their culture and behavior.
• Example: Studying a community's rituals and traditions to categorize cultural
practices and social dynamics.
8 Surveys with Open-Ended Questions:
• Description: Including open-ended questions in surveys to allow respondents
to provide qualitative responses.
• Example: Asking employees about factors affecting their job satisfaction and
categorizing the responses based on recurring themes.
• Assessing qualitative variables involves careful analysis and interpretation of non-
numerical data. Researchers often use coding and thematic analysis to systematically
 categorize and interpret qualitative data, leading to a deeper understanding of the
phenomena under investigation

Example of research problem statement

Prepare a problem statement for research that you would want to conduct to assess the
feedback of patients regarding hospital facilities (aim, importance,impact)
• The efficiency and effectiveness of hospital facilities significantly impact patient
experiences and outcomes. However, there is a lack of comprehensive research to
systematically evaluate patient feedback regarding hospital facilities. Understanding
patient perspectives on hospital facilities is crucial for improving service quality and
patient satisfaction. Therefore, there is a need to conduct a research study to assess the
feedback of patients regarding hospital facilities, identifying strengths, weaknesses, and
areas for improvement, to enhance overall healthcare delivery and patient experience.

-------------------------------------------------------------------