Case Study - Computers R Us
Computers R Us, a computer manufacturer and retailer has recently launched a service and repair division, CompleteCare, for its portable/laptop/notebook computers.
This division promises to provide a rapid response to customer technical enquiries and warranty repairs.
The CompleteCare division is however currently experiencing a shortage of trained technical operators in its telephone centre. In addition the courier, contracted to pick up and deliver customers' machines to the repair centre, has been unreliable. CompleteCare has also experienced parts availability problems for some machine types. Recent phone logs at the Computers R Us call centre contain multiple complaints about CompleteCare. It is unknown how representative these complaints are, if they have a common cause and what implications they may have on the satisfaction of Computers R Us customers.
To address these issues, the management of Computers R Us desires information on the effectiveness of the CompleteCare division and its impact on customer satisfaction to determine what could be done to improve the CompleteCare program.
Required:
Write a research proposal to address the problems faced by Computers R Us. You are required to follow the following structure of the proposal:
- Problem statement/background (150 words):
- Purpose of the research (150 words):
- Research design, including the design of a questionnaire (750 words):
- Sample design (400 words):
- Data collection, processing and analysis (250 words):
- Budget and timeline (100 words):
- Dummy tables (100 words):
- References (100 words):
Note: Word count is a guide only.
Referencing style
American Psychological Association (APA) 6th Edition. You can find helpful examples of APA 6th ed. citation in pp 26-38 of the 2013 NBS Postgraduate Student Manual as well as at https://www.apastyle.org/index.aspx.
Readings
- GSBS6002 Weeks 1-5 Lecture Notes/Handout and workshop materials (available on Blackboard).
- Business Research Methods (with Qualtrics Printed Access Card), 9th Edition William G. Zikmund, Barry 1. Babin, Jon C. Carr and Mitch Griffin
Submission instructions:
1. Maximum word length: 2000 words.
2. Submit a soft copy in Word format via Turnitin (with an assignment cover sheet).
3. Assignments submitted by other means (e.g. email) or forms (scanned copy, Excel document) will attract no marks.