Servicescape Free Essay Example, 1250 words

The sampling procedure was based on a systematic approach. Sampling procedure and participants Probability sampling procedures were employed in the study in that it secured a degree of economic efficiency while attaining representative through systematic sampling and within a short time period. After the sampling, we employed the skip interval approach, which enabled us to select customers to be included in the study. This procedure ensured equal probability and sufficient randomness of the customers in the population. The participants of this study consisted of five customers and five employees of the airline. Research Instrument Data was collected using questionnaires. The questionnaire was prepared using simple English so that the respondents would easily read, interpret, and respond to it. For the convenience of the respondents, facilitators were used in the collection of customers’ perception towards the quality of the service offered. The questionnaire included age, gender, occupation, nationality, and frequency of visits. It entailed the different servicescape elements of service quality, which are the, intangibility, reliability, responsiveness, assurance and empathy. The questionnaire explored the customers and employee experience on the use of servicescapes (Su, 2004). The questionnaires were distributed based on the sampling procedures to five customers and five employees of the airline (Kandampully, Mok & Sparks, 2001). Procedures Prior to the real data collection, night managers, front office managers and hotel operations managers were given a copy of the questionnaire to examine and make further recommendations. We will write a custom essay sample on Servicescape or any topic specifically for you Only $17.96 $11.86/pageorder now This led to the correction of some questions that were ambiguous and unclear. Data analysis After collecting questionnaires we explored the positive and negative impacts of the environment on customers and employees. The percentages and frequencies are used in calculating and analysing the raw data in the questionnaires. Gap analysis and descriptive statistics of standard deviations and means were used in making comparisons the results of the employees and those of the customers in the survey. Finally, the results were analysed using the statistical software package (SPSS). The results were summarized and discussed while recommending and suggesting areas for further studies (Tarn, 1999). Presentation and Analysis of Findings It was found that Emirates Airways uses a number of servicescape elements to attract and keep its customers.