INTRODUCTION section and the rest of this in the “LITERATURE REVIEW”. Also include points

2, 3 and 4 below in your literature review section. 

 

2. Obtain relevant literature on the Dependent Variable. 

 

3. Obtain relevant literature on each of the “Independent Variables” 

 

4. At the end of the description of each Independent Variable, generate a hypothesis to show how the independent variable is associated with the dependent variable. 

 

5. METHODOLOGY: Discuss the methodology briefly. Since you are working with “secondary data”, this description can be relatively brief. You can discuss the questionnaire and how you would go about collecting the data. 

 

6. RESULTS: Analyse the data using the following SPSS techniques:

a. Descriptive statistics of background variables such as gender, age, etc. and a description of what these statistics indicate.

b. Multiple Regression (a multivariate data analysis technique)

c. Discuss the meaning of multiple regression before discussing the results of the multiple regression.

d. Analysis of Variance (ANOVA is a univariate data analysis technique). Discuss the meaning of ANOVA and when ANOVA can be used.

e. Please note that we are going to use only ONE multivariate data analysis technique and ONE univariate data analysis technique.

f. When using ANOVA (which tests for the differences between two or more means),

you can run a maximum of ten different comparisons.

g. Discuss the results of each ANOVA immediately below the table you present showing the results of the ANOVA. 

 

7. DISCUSSION

a. First re-state the purpose of your project

b. Discuss the results of the regression (Which independent variables are significant and what does this imply)

c. Discuss the significant ANOVA results. What does this imply.

d. What recommendations can you give to organisations based on the results of your study?

e. Discuss the limitations of your study.

f. Discuss the scope for future research (i.e., what aspects did your study not cover, which future research can examine).

You are a recently hired research consultant at MelbTech Pty Ltd, a large Australian provider of technical consulting services that takes pride in providing top-quality customer service. The Human Resource (HR) Director at MelbTech is particularly interested in the customer service orientation of employees at MelbTech Pty Ltd. More specifically, she wants to understand what kinds of things actually drive customer service orientation and also whether customer service orientation differs among various groups of employees. Since MelbTech crucially depends upon delivering superior service to its customers, this issue of customer service orientation of employees is of utmost priority within the organisation. 

In an effort to come to grips with these issues, the HR Director has had a random sample of 211 employees take a rather lengthy test designed to measure the employee’s degree of customer service orientation. The test scores (out of a maximum of 100 points, where 100 means complete customer service orientation and 0 means absolutely no customer service orientation) are provided in the file called MELBTECH along with several other variables (defined below) associated with the employee.  

The variables measured are contained in the file MELBTECH.xls (an Excel file).

TEST SCORE

Customer service orientation test score (0 to 100 points)

CUSTOMERS

Whether the customers of the employee are external to the firm or internal (i.e., internal customers means that the employee essentially provides support to others within MelbTech Pty Ltd, whereas external customers means that the employee directly provides service to paying customers)  (1=internal, 0=external)

TENURE

How long the employee has worked for MelbTech. (number of years)

SATISFACTION

How satisfied an employee is with his/her job at MelbTech 

 (0 = not satisfied, 10 = very satisfied)

TRAINING

How much training (in days) on customer service the employee has received in the past 12 months

GENDER

Whether the employee is a male or female. 

(0 = male, 1 = female)

EMPLOYEE LOCATION

Location of employee (1 = Sydney, 2 = Melbourne, 3 = Other capital city)