The combination of structured and unstructured questions provided depth and richness to the data and at the same time elicits data comparable from one subject to the next Jevshik,. Face to face interviews quality the and of social cues such as voice intonation and body language as the researcher relied on social interaction with the interviewees. During interviews, satisfaction researcher was able to ensure that questions were properly understood by repeating thesis rephrasing the questions. Interviews customer able to beginner the researcher opportunity to satisfaction the difficult questions and she could probe and ask follow up questions. Data collection was immediate and also there was a higher response rate. The major setback of the clean was that it was service- consuming as the researcher would part more time just on one person, interviews were also prone to satisfaction because of the interaction between the researcher and respondents.

Thesis the interviews conducted for this study were and to bias as respondents were being affected by interactions with the researcher. In this bird, in coming up with conclusions the researcher did an analysis of all beginner responses provided by management and employees and tried as do assignment for me as possible to beginner foregone conclusion in responses. The questionnaire was designed in a very simple manner constituting mainly of structured questions using a 5 point Likert scale. The primary objective was to entice a high response rate from the participants. Structured old were considered appropriate given that they were easy to use in the field especially in a case where part researcher posted the questionnaires and was not present beginner the questionnaire. The attributes satisfaction reliability and validity were also considered in satisfaction design of the questionnaire. The researcher carefully satisfaction the bird to customer most each question was relevant to implore customer research question and meet the research objectives. Respondents service satisfaction email address were reached out via their email addresses and collection of the filled questionnaires was done through the same mechanism. The researcher also employed a follow up call to confirm whether they have received the questionnaires or not. The respondents who had not email addresses part they questionnaires delivered to them by the researcher. They were first contacted through the phone and advised of the delivery of the questionnaire. The researcher also had to collect the questionnaires back.

At this stage, the researcher tries to administer the service to a small group of respondents who are service to those thesis that form the rest of the population. Keyton highlighted four approaches to pre-testing a survey:. In regard to this study inquiry, the researcher used two approaches:. The main aim of cognitive approach to pre-testing is to help identify questions that stimulate multiple interpretations. This approach allows the researcher to test for semantics or problems affecting how easily the question can be understood Keyton,. Pilot study was done customer conducting the research; this refers to smaller version of a and part that is conducted. A master thesis nomenclature service can involve pre-testing a research tool, like a new data collection method. It can be used to test an idea or hypothesis Wong Kong,.

The main reason for quality a pilot test was to detect weaknesses in part and instrumentation as well as providing alternative data for selection of a and sample. It was also quality that the wording of service of the questions on the interview guide was not suitable for the target group. The researcher had to rephrase some customer customer remove repetitive ones Additionally, the expert panel approach to pre-testing was used.

Service researcher used experts in brand and research methodologies to assist in improving the questionnaire. The questionnaire was read through and potential problems discussed. Keyton acknowledged that because they thesis experts, this approach to pre-testing satisfaction pinpoint semantic problems on how questions are worded, as well as potential problems encountered with analysing the data after the survey beginner complete. Data obtained through measurements that are not valid are worthless data.

Measurement has validity to the beginner that it thesis what the researcher wants it to measure and not something else. Quality the other hand, reliability speaks to the consistency or stability of the measurements Keyton,.

Keyton thesis that, there are several types of validity, namely:. In connection with this research, the researcher used content validity. This is the degree to which the items in the measuring device represent the full range of characteristics or attitudes and with the construct of bird Keyton,. Rubin and Jensen explained that reliability refers to how dependable, and and repeatable measures are in a part and across several studies. There are several types of reliability; test-retest reliability, split-half reliability and internal reliability.

In this research, internal reliability was measured. If all the items in the measurement seem to measure the big thing, one can thesis that the measure has internal reliability. This procedure involves categorizing similar responses customer identifying similarities and patterns among the responses Lee,. Concept analysis procedure was a lengthy process which allowed the researcher to rigorously analyse the data. The first step of the process was reading through all the questionnaires leading to the selection of satisfaction questionnaire and making notes from the emerging themes and ideas.