[Instructor Name] Statistics The research paper selected for this report is “Customer satisfaction, trust, and commitment as predictors of customer loyalty within an optometric practice environment” produced by T. van Vuuren, M…
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For this purpose, researchers chose optometric practice and business involved in it. In relation to the main objective of the research, it also determines the level of significance for each of the independent variable identified on customer loyalty. Finally, it put forth certain recommendations for improving the influence of independent variables on customer loyalty in optometry practice. Hypotheses Tested The research paper set out three research hypotheses to be tested out by quantitative testing of survey data collected in the study. “HA1: There is a relationship between customer satisfaction and customer loyalty within an optometric practice. HA2: There is a relationship between trust and customer loyalty within an optometric practice. HA3: There is a relationship between commitment and customer loyalty within an optometric practice” (van Vuuren, Roberts-Lombard and van Tonder 87). Population The targeted population for the study comprised of patients of an optometry practice. Only those patients are included in the population who have visited the undisclosed optometry practice two or more times in the last six years. Variable Measured There are three independent variables including customer satisfaction, trust, and commitment. ...
One of the types of exploratory study is Experience Survey (Churchill and Iacobucci), which has been used in the selected research study. A detailed survey has been conducted to collected responses from patients of optometry practices. Sampling and Sample Size The study makes use of non-probability sampling method along with convenience sampling technique. Non-probability sampling method involves selection of respondents from a relatively larger population. (Babbie 199). The study also makes use of convenience sampling technique, which requires the surveyor to simply request respondents to participate in the survey and it is their own will to either accept or reject the request. The survey in the study is conducted at the premises of optometry practice chosen for this purpose. Patients visiting optometry practice were requested to participate in the survey if they met the initial criteria of selecting the population. The survey was concluded with 357 questionnaires completed by patients during 8 weeks. (2) Statistical Methods The study is quantitative in nature, which uses statistical methods for analyzing data collected from the structured survey questionnaire implemented in the study. The methods used in the study include descriptive statistics, which determined the frequency of allowed responses for each Likert Scale based statement. Likert Scale allows respondents to choose their responses from a selection of designated responses allowed to them by the researcher. In the chosen study, five point Likert Scale has been used (Monette, Sullivan and DeJong). The study performs calculation of Cronbach Alpha for assessing the reliability of responses. Furthermore, the study also
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