METHODOLOGICAL REVIEW FORM

Methodological Review Form



Methodological Review Form

Methodology

Strategy

This research advanced facts and numbers accumulating using the multi-method strategy, or the blend of quantitative and qualitative methods. Basically, the quantitative set about pursues facts and is engaged when researchers desire to come by statistical truth. According to Creswell, Gall and Borg (2003), quantitative research assumes that the social natural environment has target truth that is somewhat constant across time and settings, while qualitative research assumes that individuals construct truth in the pattern of meanings and interpretations, and that these constructions are inclined to be transitory and situational.

Sample Size

     The superior methodology in the quantitative set about is to describe and interpret features of the target truth by assembling numerical facts and numbers on observable behaviors of samples and by subjecting these facts and numbers to statistical analysis. According to Smith (1983), “neutral, scientific language” (p. 9) must be used in quantitative research in pursuing accurate facts. This means that the research itself must be expressed by universally agreeable digits. In this set about, in alignment to make generalizability, objectivity of the research is emphasized by using neutral scientific language. On the other hand, the qualitative set about aims to discover meanings and interpretations by studying cases intensively in natural settings and by subjecting the resulting facts and numbers to analytic induction (Gall, Gall, and Borg, 2003).

Two specific hypotheses were tested:

H1: For any granted grade of seriousness of service malfunction the contradictory result on buyers' firm promise will decrease as the length to designated day of their relationship with an airline increases.

H2: For any granted grade of seriousness of service malfunction, the contradictory result on buyers' trust will decrease as the length to designated day of their relationship with an airline increases.

The Population

This study analyzed the effects of service malfunction on relationships between airlines and their customers. Despite industrialization of numerous processes inside the airline sector, air journey remains a highly convoluted service with numerous opportunities for service failures to occur. At the same time, airlines have been one of the premier sectors in the development of ongoing relationships with customers.

Questionnaire design

Interviews were structured round the form of cause, course, and result of the occurrence being reported. Respondents were asked to describe in their own words a contradictory occurrence that they had skilled throughout the previous two years in their dealings with an airline. They were asked to record if they ...