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Business Research 2 - Customer Satisfaction Report
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, Business Research 2Research Portfolio
Student Name: Jennifer Guardia
Student Number: 4714318
Research Portfolio Title: Title
Research Portfolio Subtitle: Subtitle
Module: Business Research 2
Study Program: International Business
Faculty: School of Business and Communication
University: Fontys University of Applied Sciences
Campus: Eindhoven
Service provider branch: Nederlandse Spoorwegen
Lecturer: Hwanhee Choi
Submission Date: 06-04-2023
© Fontys University of Applied Sciences 2023
, Report Title: Subtitle
Student Name; Student Number
STATEMENT OF AUTHENTICITY
I, the undersigned, hereby truthfully and solemnly declare that:
1. all materials presented here are of my own creation, and that any work adopted from
other sources is clearly cited and referenced as such.
2. this research portfolio is my original work, gathered and utilized specifically to fulfil the
purposes and objectives of the module and program as stated on the previous page, and
has not been previously submitted for any other module or to any other university for
fulfillment of any module or study program.
3. I am fully aware that any violation of this code may result in disadvantageous
consequences for me, including but not limited to, withdrawal of study credits and, in the
case of a serious violation, withdrawal of a complete study program.
4. I am fully aware that if fraud can be proven, I will be required to bear the costs and
consequences of the investigation into and sourcing of the original document.
Student Name: Jennifer Guardia
Student Number: 4714318
Signature: ______________________________________________
Date: 06/04/2023
Place: Eindhoven, The Netherlands
Page i
, Report Title: Subtitle
Student Name; Student Number
CONTENTS
Statement of Authenticity ...................................................................................................................... i
1. Problem Background, Problem Statement and Literature Review .............................................. 1
1.1 Problem Background and Problem Statement ....................................................................... 1
1.2 Literature Review ......................................................................................................................... 1
1.2.1 Schedule Punctuality ............................................................................................................ 1
1.2.2 Toilette Hygiene .................................................................................................................... 1
1.2.3 Frequency .............................................................................................................................. 1
1.2.4 Fair Pricing .............................................................................................................................. 1
1.2.5 Bike Parking ............................................................................................................................ 1
1.2.6 Overall Satisfaction ............................................................................................................... 2
2. Research Questions and Sampling ................................................................................................. 5
2.1 Research Questions ..................................................................................................................... 5
2.1.1 Research question regarding the dimension of train punctuality .................................. 5
2.1.2 Research question regarding the dimension of toilette hygiene ................................... 5
2.1.3 Research question regarding the dimension frequency of the trains ............................ 5
2.1.4 Research question regarding the dimension fair pricing ................................................. 5
2.1.5 Research questions regarding the dimension bike parking space in Eindhoven
central station ................................................................................................................................ 6
2.1.6 Research question regarding the dimension overall satisfaction ............................. 6
2.1.7 Research question regarding the dimension gender ...................................................... 6
2.1.8 Research question regarding the dimension age ............................................................ 6
2.2 Sampling ....................................................................................................................................... 7
3. Survey Design .................................................................................................................................... 7
3.1 Pilot Test ........................................................................................................................................ 7
3.2 Survey ............................................................................................................................................ 8
4. Data Preparation and Analysis ...................................................................................................... 11
4.1 Codebook .................................................................................................................................. 11
4.2 Sample Characteristics ............................................................................................................. 14
4.3 Answers to Research Questions ............................................................................................... 15
4.3.1 Punctuality ........................................................................................................................... 15
4.3.2 Frequency ............................................................................................................................ 16
4.3.3 Toilette Hygiene .................................................................................................................. 18
4.3.4 Fair Pricing ............................................................................................................................ 19
4.3.5 Bike parking Space ............................................................................................................. 20
4.3.6 OVERALL SATISFACTION ..................................................................................................... 21
2.3.7 Differences between groups ............................................................................................. 23
5. Conclusions and Recommendations ........................................................................................... 24
Page ii
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