Running Head Dissertation of Service Quality Improvement .docx

Running Head: Dissertation of Service Quality Improvement
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Dissertation of Service Quality Improvement
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DISSERTATION OF SERVICE QUALITY IMPROVEMENT
Lusciano Foster
Ashford University
Business Research Methods & Tools (NAG1428A)
BUS642
Loay Alnaji
July 20, 2014
Dissertation of Service Quality Improvement
A research proposal for a possible dissertation entails keen
consideration of peer-reviewed articles to establish the
possibilities given regarding the topic. Problems, purpose and,
hypothesis of the research are to be established to guide during
the research. Planning dissertation research for a business
follows a format that gives prospectus clients or supporters a
vivid view of the reasons and importance of the research.
Service quality improvement has been a critical issue to most
business setting, rendering them to provide poor services. They
focus on spending a lot of money on ill- conceived services in
addition, undermining the best methods to offer their customers

with quality services. In such cases, customers feel unsatisfied
and not treated in a manner they would like to be handled.
Excellent service is an important approach because customer’s
loyalty and satisfaction is improved. Every business should
focus on how to improve their services in order to retain their
customers and gain more customers.
Customers view value as the profit acquired from the trouble
encountered such as unfriendly employees, high prices, services
that are not attractive and locations that are not convenient to
them. With excellent services, profit maximization of the
company is improved and customer’s burdens on non-price
issues are minimized. Most business organizations suffer low
profit because their services do not meet customers’
expectations. Prior researches have concentrated on how
services can be measured and nature of customer’s expectations
without considering the service quality improvement factor, in
order to improve their profits (Loshin, 2011).
This research will help to identify means of improving service
in business organizations. Quality need to be described by the
customer, whereby it should conform to his or her specification.
Most company’s view quality as conformance to organization
specifications and this research will help to solve this problem
by identifying the best methods of delivering quality service.
This research will help to address the questions on how to
respond to customers and taking care of them (Hernon, 2011).
Ethics has become a keystone for carrying out successful and
significant research. Due to this, the ethical conduct of
individual researchers is under unprecedented analysis (Best &
Kahn, 2006; Field & Behrman, 2004; Trimble& Fisher, 2006).
Some of the ethical concerns likely to be experienced when
conducting research are explained below;
Safety of the researcher may be compromised when conducting
a research and so it is important to consider his or her welfare.
This is due to questions the researcher may address to the
participants. Researcher may experience some risk that could

not only be physical but also psychological and could affect the
performance in data collection. The researcher needs to be
sensitive with topics they engage in and questions they address.
Researcher also need to consider the participants protection and
should take it as their responsibility. Protection should be equal
among all the individuals despite their age, gender or race. The
researcher should also familiarize with participants in order to
be able to protect their well-being.
The researcher should also adhere to, anonymity. If respondents
are not willing to reveal their names, the researcher should
respect this option and abide by their wishes. The researcher
when collecting data should also maintain confidentiality. For
example, when conducting the research on certain company and
may require their confidential information, it is clear that he or
she should not disclose the information to other prospectus.
Respect should also be maintained by the researchers in order to
gain access to the respondents and get the relevant information.
Researchers should also debrief the participants after the
research. This is significant in order to provide the additional
information that is necessary to them. It is critical in qualitative
research that you interpreted your participants’ comments
correctly.
Descriptive research design will be used to establish the
relevant facts that the research. This aims to establish research
without necessarily manipulating the variables of the study
(Singh, 2010).
The design will assist in giving answers which are associated to
a particular research problem. A descriptive study will be
undertaken in order to ascertain and be able to describe the
characteristics of the variable of the interest in a situation. The
goal is to offer a profile of the phenomena of the interest from a
specific perspective. It will be restricted to fact finding and may
result in the formulation of important principles of knowledge
and solutions to the problem. It will also involve data

collection, measure, classification, analysis and interpretation.
The study will adopt simple random sampling technique to
select sample subject from the target population. Simple
randomization will ensure that every member of the target
population have equal chances of being selected as a sample
subject for data collection.
In conclusion, the proposed research focuses on data collection
using peer reviewed articles that help address the reasons for
the research. The purpose of the study is driven towards
providing proof needed to establish service quality improvement
in business. The study shows the researcher the theoretical
answers to the hypothesis of the topic of study. The research
also outlines the ethical issues that should be put in
consideration when carrying out the research.
References
Best, J. W., & Kahn, J. V. (2006). Research in
education. Boston [u.a.: Pearson.
Hernon, P., & Whitman, J. R. (2000). Delivering satisfaction
and service quality: A customer-based approach for libraries.
Chicago: American Library Association.
Loshin, D. (2011). The practitioner's guide to data quality
improvement. Burlington, MA: Morgan Kaufmann.
Singh, Y. K., & Nath, R. (2010). Research methodology. New
Delhi: A. P. H. Publishing Corporation.
Steps Used In Planning
and Implementing Changes
S.W.O.T. Analysis
F.O.C.U.S.

In order for an organizational change to take place, strategic
planning and implementing new ideas must take place. One
method that is often used is the S.W.O.T. analysis. A S.W.O.T.
analysis is an identification strategy that lists the potential
strengths and weaknesses within an organization. This analysis
is considered to be the foundation for strategy success.
S.W.O.T. stands for strength, weakness, opportunity, and threat.
The S.W.O.T. analysis provides a snapshot and make a
comparison with others in the same market. Each area is
critically analyzed and a decision is based upon where the
strengths and weaknesses are. This analysis also provides an
overview on what areas can use more organization and what
areas are a threat.
F.O.C.U.S. has become the framework most often used in
quality improvement (Buchbinder,2012,p.124) .The ability for
management teams to find, organize, clarify, understand and
select can be simplified in the acronym F.O.C.U.S. The team
must find what and where the problem is. Next, the team must
organize a new group of trainees that are able to process the
improvements skills that’s needed. Following that step, the
group must clarify. The clarification process can be a visual
aid or some form of mapping to simplify the process that is
going to take place. Understanding is an important step after
clarification. This process requires measuring data and provide
goal setting. The last step consists of selecting. Selecting
identifies or chooses the process that is going to be
implementation.
These two analysis will be the framework in going forward in

the necessary changes needed in order to make the expansion
process run smoothly.
1
According to Mulkeen (2008)
“Communication, both written and verbal,
is a clear indicator of the quality of an organization.” (p.520).
Different Methods Of Effective Communication
Within The Organizational Structure
Verbal
Written
Choosing the appropriate method of communication is vital
when there is a need for immediate action. Communication
amongst professional in management is most effective when
transpired directly by each party involved. According to
Grandien and Johansson (2012) “Communication is pivotal to
organizations and institutions in that communication creates,
develops and sustains social structures and renders coordinated
action possible” (p. 210). Strategic communications at
management levels must foster an accurate diagnosis, provide
an alternative solution, and organize a plan when dealing with
complex situations.

Also, precise written instructions are another form of
communication. It provides an excellent way for individuals to
have something visual to refer to.
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How Effective Communication Methods and Motivational
Theoretical Concepts
Can Be Applied Within The Organizational Structure
Communication Methods
Effective Communication
Verbal Communication
Providing Written Instructions
McClelland’s
Acquired Needs Theory
Need for Achievement
Need for Affiliation
Need for Power
Praise
Recognition
The board of directors of the long term care facility will address
the new Hispanic Senior Service team by mean of effective
verbal and written communication. In efforts to relate to the
community, certain positions inside and outside of the facility
need must be filled by bilingual healthcare workers. The
communication process will entail the mission, vision, values
and all internal and external relationships involved.An ethic

minority patient with little or no English speaking skills
experience is dependent upon new approaches that will enhance
staff-patient communication when accessing health care
(Taylor, Maguire, 2013, p. 43) .
Motivational methods are often used to help motive employees
to achieve its organizational goals. One of those techniques is
the McClelland’s Acquired Needs Theory. This theory breaks
down into three different categories. The need for achievement,
affiliation and power. Motivation is often a technique used in
the health care industry to prevent work overload, burn-outs and
turn-overs. In order to create a positive work climate employee
recognition and praise acknowledges each person. A
motivational system is meant to meet all the employees’ needs
and in return the company gains a major benefit from
employees’ performance, professional activity and mood
(Achim, Dragolea, Balan, 2013, p.686).
The need for achievement consists of mastering a specific task
in efforts to produce desired success.
The need for affiliation is the desire to have a relationship or
association with others.
The need for power is to take ownership and responsibility in
efforts to become success at a task.
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Achim, I. M., Dragolea, L., & Balan, G. (2013). The Importance
of Employee
Motivation to Increase Organizational Performance.
Annales Universitatis
Apulensis: Series Oeconomica, 15(2), 685-691.

Buchbinder, S.B., & Shanks, N.H. (2012). Introduction to
health care management (2nd ed.).
Burlington, MA: Jones & Bartlett Learning.
Ellman, M., & Pezanis-Christou, P. (2010). Organizational
structure, communication,
and group ethics. The American Economic Review,
100(5), 2478-2491.
Grandien, C., & Johansson, C. (2012). Institutionalization of
Communication
Management. Corporate Communications, 17(2), 209-227.
Herrera, A. P., Lee, J., & Palos, G. (2008). Cultural Influences
in the Patterns of
Long-Term Care Use Among Mexican American Family
Caregivers. Journal
of Applied Gerontology, 27(2), 141-165.
Kälvemark Sporrong, S., Arnetz, B., Hansson, M. G.,
Westerholm, P., & Höglund, A.,T.
(2007). Developing ethical competence in health care
organizations.
Nursing Ethics, 14(6), 825-37.
Kotter, J. (2007). Leading change. Harvard Business Review, 86
(1).
Retrieved January 18, 2007, from Business Source Elite
(00178012).
References

References (cont’d)
Lombardi, D.M., & Schermerhorn, J.R. (2007). Healthcare
Management: Tools
and techniques for managing in a health care environment.
Hoboken, NJ: John Wiley & Sons
Mulkeen, D. (2008). Effective written communication: The
Foreign and Commonwealth
Office Approach. Training & Management Development
Methods, 22(1), 519-523.
National Library of Medicine, National Institutes of Health.
(N.D.) NCBI bookshelf.
Retrieved from
http://www.ncbi.nlm.nih.gov/books/NBK64068
Taylor, S. P., Nicolle, C., & Maguire, M. (2013). Cross-cultural
communication
barriers in health care. Nursing Standard, 27(31), 35-43.
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