NMIMS RESEARCH METHODOLOGY

Research Methodology

1. Explain what is meant by independent s and moderating s. Identify any three independent s and any three moderating s from the Unified Theory of Acceptance and Use of Technology UTAUT model as shown below. What is dependent Identify the one from this model.

2. Explain the types of scale that are used in the following survey questionnaire:

1. Gender male/female

2. Age no. of years

3. Annual income in Rs. Lac

4. On a scale of 0 to 10, how likely will you recommend our services to your friends

How will you measure the central tendency for gender and age

10 Marks

3. &ldquoWe must quickly work out how to reduce the cost of our production process. Without

reducing the cost of production process by at least 20%, we can&rsquot turn profitable. It&rsquos an

important and urgent exercise&rdquo Mr Godbole, newly joined CEO of Acme Chemicals tried

to emphasize the urgency and importance of the proposed exercise to his senior

colleagues.

&ldquoYes, I will immediately form a task force consisting of internal subject matter experts

and produce a report within a couple of weeks&rdquo, Mr Mehra, Head of Production quickly responded. &ldquoI have a differing thought,&rdquo interrupted Mr Iyer, Head of Sales. &ldquoWe should

invite an external consultancy firm for this work&rdquo. &ldquoWhy Why do we need external guys

when we have the expertise internally&rdquo Mr Mehra was clearly upset with the proposal

of Mr Iyer.

a. What arguments will Mr Iyer will put forth 5 Marks

b. What arguments will Mr Mehra will put forth 5 Marks

Retail Banking

1. Mr. Raj has recently graduated and got placed in a private sector bank and is unaware of the banking sector and its operations. Being his reporting manager you need to brief him with the Principles of lending and need to explain him in details about the same.

10 Marks

2. Retail banking is the most visible face of banking for the general public and have baskets of products for meeting customer&rsquos ever ending demand. Express your opinion on how Retail banking can be used as a risk diversification tool.

10 Marks

3. &ldquoWith increased competition and entry of new players, the banking landscape has made a sea change in the recent years. Sales team forms an integral part in banks and helps in enhancing customer satisfaction&rdquo

a. Share your opinion on the growing importance of sales team in banks and their contribution for attaining customer satisfaction 5 Marks

b. Enumerate direct sales and the advantages of Direct sales in banking sector

5 Marks

Service Operations Management

1. What are the factors which are considered important by an organisation while evaluating Quality in Service Operations Elaborate your answer with an example of an Educational Institute 10 Marks

2. Discuss the concept of Front Office & Back Office in Service Operations. Explain which services are categorized in these two types w.r.t. a Restaurant setup 10 Marks

3. The Healthcare setup is a good example wherein the businesses involve service operations with utmost customer satisfaction. The &lsquosold products&rsquo are evaluated by the customers and rated highly based on the &lsquoservice&rsquo that the seller provides. With reference to the Healthcare setup discuss the following aspects of service operations

a. Discuss the elements that need to be planned in a Service Framework. 5 Marks b. What are the challenges faced by the Service Managers who manage these service operations 5 Marks