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1. Research Research is a process of inquiry & investigation It is systematic and methodical Research increases knowledge Purpose of research To review and synthesize existing knowledge To investigate some existing situation or problem To provide solutions to a problem To explore and analyze more general issues To construct or create a new procedure or system To explain new phenomenon To generate new knowledge A combination of any of them

2. Business Research Methods Business Research Systematic and objective process of gathering, recording, and analyzing data for aid in making business decisions. This definition suggest Research info is neither intuitive nor haphazardly collected If the info generated or data collected and analyzed are to be accurate, the business researcher must be objective. The objective of business research is to facilitate managerial decision making process for all aspects of business .

3. Basic Research Basic Research Attempts to expand the limits of knowledge It does not directly involved the solution to a particular pragmatic problem. Basic research findings generally cannot be immediately implemented To verify the acceptability of a given theory or discover more about a certain concept Example : How does motivation affect employee performance?

4. Basic Research Example Is executive success correlated with high need for achievement? Are members of highly cohesive work groups more satisfied than members of less cohesive work groups? Do consumers experience cognitive dissonance in low-involvement situations?

5. Applied Research Conducted when a decision must be made about a specific real-life problem Applied Research Examples Should McDonalds add Italian pasta dinners to its menu? Business research told McDonald’s it should not. Should Corporation X adopt a paperless office environment?

6. Managerial value of Business Research The Decision-making Process Associated with the Development and Implementation of a Strategy Identifying problems and opportunities Diagnosis and assessment Selecting and implementing a course of action Evaluating the course of action

7. Evaluation Research Evaluation research is the formal, objective measurement and appraisal of the extent to which a given activity, project, or program has achieved its objectives.

8. Performance-monitoring Research Research that regularly provides feedback for evaluation and control Indicates things are or are not going as planned Research may be required to explain why something “went wrong”

9. Total Quality Management (TQM) A business philosophy that embodies the belief that the management process must focus on integrating customer-driven quality throughout the organization .

10. TQM Stresses continuous improvement of product quality and service. Managers improve durability and enhance features as the product ages. Managers strive to improve delivery and other services to keep their companies competitive

11. Determining When to Conduct Business Research Time constraints Availability of data Nature of the decision Benefits versus costs

12. Is sufficient time available before a managerial decision must be made? Is the infor- mation already on hand inadequate for making the decision? Is the decision of considerable strategic or tactical importance? Does the value of the research information exceed the cost of conducting research? Conducting Business Research Do Not Conduct Business Research Time Constraints Availability of Data Nature of the Decision Benefits vs. Costs Yes Yes Yes Yes No No No No Determining When to Conduct Business Research

13. Value versus Costs Potential Value of a Business Research Effort Should Exceed Its Estimated Costs

14. Value Decreased uncertainty Increased likelihood of a correct decision Improved business performance and resulting higher profits Costs Research expenditures Delay of business decision and possible disclosure of information to rivals Possible erroneous research results Value Should Exceed Estimated Costs

15. How to write research proposal Introduction Preliminary literature review Research objectives Hypotheses Research model Research methodoly Limitations of research References

16. Description of the literature relevant to a particular field or topic It gives overview of: What has been said Key writers Prevailing theories and hypotheses Questions being asked Appropriate and useful methods and methodologies

17. According to Vinita (2015) , she found that Decision convenience was found to influence Customer satisfaction more than the other dimensions of service convenience. Customer satisfaction furthers customer loyalty

18. Data analysis

19. Reference Jillian Farquhar (2005). Retaining customers in UK financial services: The Retailers’ Tale. The Service Industries Journal, Volume 25, No. 8, pp. 1029-1044. Jillian Farquhar (2003). Retaining customers in traditional retail financial services: interviewing ‘les responsables’. International Review of Retail, Distribution and Consumer Research, Taylor and Francis Group, 13:4, pp. 393-404 .

20. Research methodology Research philosophy quantitative Research approach survey Sample Who is surveyed? What should be sample size How sample will be selected

21. Instrument Walsh, Beatty and Shiu (2009) presented the customer-based reputation scale having 15 items and five dimensions; customer orientation, good employer, reliable and financially strong company, product and service delivery and social and environmental responsibility. Customers were requested to express their feelings of reputation of the microfinance bank after experience of dealing with it. Customer responses were evaluated on a five point Likert scale from 1 being strongly disagree to 5 being strongly agree for all 15 items of the scale.

22. Eggert (1999), Giering (2000), Sharma and Patterson (2000), Homburg and Giering (2001) and Homburg, Fassnacht and Werner (2003) presented the customer retention scales. 13 items were selected and customers were requested to express their feelings to remain with their current microfinance bank after experience of dealing with it. Customer responses were evaluated on a five point Likert scale from 1 being strongly disagree to 5 being strongly agree for all 13 items of the scale.

23. H1: Microfinance Banks with high customer satisfaction will have higher customer retention. H2: Microfinance Banks with high customer loyalty will have higher customer retention. H3: Microfinance Banks with high customer-based reputation will have higher customer retention.  

24. Topic Abstract Key words Introduction Literature review Methodology Results Conclusion references

25. Prior research has shown that mere satisfaction may not be enough. 33 Xerox found that when customer satisfaction was ranked on a scale of 1 (completely dissatisied) to 5 (com- pletely satisied), customers who rated Xerox products and services as “4”—and thus were satisied—were six times more likely to defect to competitors than those customers who pro- vided ratings of “5.”34

26. loyalty guru Frederick Reichheld points out that although more than 90 percent of car buyers are satisied or very satisied when they drive away from the dealer’s showroom, fewer than half buy the same brand of automobile the next time. 35