thesis

Methodology:

This chapter provides an overview is related to the research utilized in this study. It addresses the specific issues such as research design, population, sample, instrumentation, Collection of data, data analysis and the limitations of the study. This study investigated the impact of customer relationship management, customer satisfaction and telecommunication. In chapter the research methodology and hypotheses used to answer the question from chapter 1. It describes the survey instruments used, questionnaire designed to assess the impact of customer relationship on customer satisfaction and describe the validity and reliability of the survey. The sample and analysis are described as well as limitation of the study.

Research Design:

The survey research design method was used in this study. It involves using a self-designed questionnaire in collecting data from the respondents. This method was chosen in order to make reference to phenomena as they exist in real life and it is relatively economical in terms of time and resources

Hypothesis development:

The following hypotheses describe the research questions of the study

H₁ There is a relationship between CRM and customer satisfaction.

H_o There is a no relationship between CRM and customer satisfaction

H₂   There is a strong relationship between network quality and customer satisfaction

H₃   There is a strong relationship between customer care support and customer satisfaction

H₄   There is a strong relationship between age and customer satisfaction

H₅   There is a strong relationship between gender and customer satisfaction

H₆ There is a strong relationship between employment and customer satisfaction

H₇ There is a strong relationship between age, gender and customer satisfaction     

H₈ There is a strong relationship between age, employment and customer satisfaction

H₉ There is a strong relationship between gender, employment and customer satisfaction

Population/Sample size:

I had distributed 250 questionnaires and exactly collected the same. The information put up on the questionnaire was collected from students, telecommunication employees, and from unemployed people. I have target the Lahore city of the collection of data. The customer service center was target because it is the best place to know about the CRM is applied or not. I have focused of the telecommunication sector in Pakistan, in which they are 5 companies working in the country ( warid, zong, telenor, ufone and mobilink)

Independent variable

Theoretical Model:

Customer Satisfaction

Network coverage

CRM

Service centre

Customer loyalty

Quality

Internal satisfaction

Dependent variable