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Introduction

Overview of research

In this entire report, it has defined that there are major impacts of mobile on the employees and customers as they can get more experience regarding shopping. This will support in satisfying employees by gathering informations or taking feedbacks from the customers in more appropriate manner (Mackey and Gass, 2015). Vodafone is considering this aspects and trying to give better mobile services to the internal or external customers as well.

Background

For the identification of various factors or major issues, research play an important role. In this included several processes such as conducting surveys, gathering informations or data and then analysis or interpretation of those data for finding appropriate answers. This research will defines about the major impacts of mobile services on internal and external customers within the Vodafone firm. It is necessary to adopt the new advanced technologies and methods for the purpose of running organisation as well as satisfy customers desired needs or wants as well (Taylor, Bogdan and DeVault, 2015).

Aims and objectives

Aim: “To analyse the impact of mobile on attaining employees satisfaction and the shopping experience of customers - A case study on Vodafone Plc”

Research Objectives:

  • To determine the importance of mobile tools for attaining satisfied customers
  • To evaluate the types of digital tools used by organisation for analysing shopping experience of customers
  • To evaluate the influence of mobile technology on buying behaviour of consumers

Research questions:

  • How to determine the importance of mobile tools for attaining satisfied customers?
  • What types of digital tools are used by organisation for analysing shopping experience of customers?
  • How to evaluate the influence of mobile technology on buying behaviour of consumers?

Gantt chart

In this section, researcher analyse strategic plan that require to accomplish in appropriate manner. Main objective behind this procedure is to distribute task in different section to reduce work load from individuals.

 

Literature Review

How to determine the importance of mobile tools for attaining satisfied customers

In the present scenario, telecommunication sector is growing fasts and most of the populations are using mobile techniques for their work. It is an essential for every individual because it make entire more easy and effective (Silverman, 2016). There are wide scope of mobile technologies in the world because every persons prefer mobile phones for getting several services including banking, shopping, travelling, online booking, ordering foods, hotel services, transactions and many more for satisfied their basic needs or desires in an effective ways. Customers are king of the market and every firms try to attracts them for increasing sales volumes as well as generates higher profits to achieve competitive advantages. So it is necessary to determine their comfortability for maximum level of satisfaction. Vodafone has conducted an appropriate survey and found the needs or demands of customers regarding mobile applications, network services, internet solutions and many more for the purpose of contacting with other people at anytime or everywhere so that they can make their life more smooth and efficient manner.

Types of digital tools are used by organisation for analysing shopping experience of customers

According  to the article “Effect of mobile marketing on consumer decision making process” it is situated that in modern era, mobile is necessary for every person (Khan, 2011). This makes consumers life much easier and simpler, so that they can do their regularly or daily activities. To evaluate the influence of mobile technology it is essential to know the taste and preference of a customer need. The consumer decision making process ranges from simple to complex, and influenced by various factors. It will increase the use of technology according to the customers demands as per requirements. Now a days, consumers get information of mobile commerce through peer to peer, in group or team, in their relatives or family members and get reviews from websites about the products. New technology or upgrading in technology led to influence the consumer behavior and customers purchase the handset according to their choice. Although, today's consumers are dependent on the digital gadgets and one of the most commonly used by an individuals. The below outlined strategies is an attempt to guide Vodafone company that, there are many responses to adopt the changes to meet in consumer behaviour (Flick,  2015).

  • Stay Connected: The majority of consumers are well informed and active online. Companies need to adopt latest technology so as to enagage their active on the platform such as social media that is facebook, instagram or twitter.
  • Fulfil consumer Expectation: With the modern technologies changes of smartphones or e-commerce, consumers can go for the product as they want.

Types of digital tools used to analyse shopping experience of customers

The digital technology is helpful to carrying out various kinds of activities and procedures in different functional departments more effectively. According to Dave Chaffey, technological equipments, machines, applications and software provide support in several processes to generate better outcomes. In current scenario of digitalisation, it is very easy to conduct several activities or tasks in an appropriate manner to fulfil desired goals and objectives of an organisation. Taking feedbacks from customers helps to collect information about actual requirements and threats or product. Hence, an accurate goods can be prepared to solve issues or people and fulfil their desires properly. Vodafone Plc can apply such digital tools which are helpful to analyse shopping experience of customers to take required steps and complete expectations of consumers in correct manner. There are different digital tools that can be utilised by companies and few of them are given below:

            Internet: - This can be described as to use several modes of internet browsing through which people can provide their feedbacks online. It is easy to know about shopping experience of customers without facing them and take desired actions properly to solve issues (Smith, 2015). 

            Mobile applications: - Every individual use mobile applications and they will not avoid to provide reply for message through them. It will help to reduce nature of customers to ignore texts or e-mails of companies and they get feedbacks from clients easily.

            Talkwalker: - It is kind of social listening service that helps companies to connect with customers and improve profitability property.

Research Methodology

Type of research

In this section, learners are going to addressing different types of methods and techniques  which help in acquiring relevant data and information for achieving desired goals and targets for the business. With the assistance of this, it is useful for the company due to this it will assist in generating success and growth for specific project and there are various tools and methods which are helpful for required facts and figures in better manner. There are two types of methods such as qualitative and quantitative sources. In qualitative method, it is useful for collecting and gathering all information and on the other hand, quantitative method is used for gathering or collecting all statistical form of facts (Panneerselvam, 2014).

Research design

According to this section, corporation required to made and prepare all accurate direction that will help employees for getting correct guidance to accomplishing potential goals and objectives. Therefore, there are various methods and techniques which aid in developing and designing particular investigation in the form of descriptive, exploratory and experimental method of research. With the help of descriptive research, firm can easily overcome with their work and it is the major issue and problem which arise at workplace and they need to examine and analyse all upcoming actions and activities in proper way (An, Yom and Ruggiero, 2011).

Data sampling

This is that term which define the appropriate methods and techniques which help in gathering correct data and information that are related to research project and they are getting accurate results and outcome in better manner (Geerts, 2011). It can be categorise into two types such probabilistic and non probabilistic. In probabilistic research tool, they are selecting specific data and information at the time of doing random sampling. With the help of performing this, it is necessary for setting appropriate process thus this will make sure that number of large people. In probabilistic method of sampling, it will refer as odd techniques in which huge number of people are select sampling that does not easy to measure and evaluate. This is the opposite term of probabilistic method. This is the examination which main purpose is to sampling whole part of probabilistic techniques and methods.

Methods of data collection

There are two types of data collection that includes primary and secondary data which are described as under:

Primary method- This is that techniques which assist in collecting and gathering essential information with the direct method (Hunleth, 2011). There are various sources through which they are gather correct facts and figures that includes surveys, interviews and questionnaire, etc.

Secondary method- This can be define as that data and information which are collected by specific persons and this will used by investigators and they are devising and processing accurate research. 

Data Analysis

Q1. Is mobile application helpful for mobile networking organizations to reach potential buyers?

·       Yes

·       No

Q2. What are the probable benefits that mobile application deliver to Vodafone while managing consumer satisfaction?

·       Build strong communication

·       Provide quick service

·       Platform to response

Q3. What are the prominent operations that Vodafone can easily operate by mobile applications?

·       Supporting per-paid and post-paid services

·       Managing account activities

·       Tracking records

·       Exploring offers and plans

·       Live apps and shows

Q4. How satisfactory services are provided by Vodafone to their consumer, as per your view?

·       Not satisfactory

·       Good

·       Excellent

Q5. According to you, is mobile applications changing the buying behaviour of Vodafone consumer?

·       Yes

·       No

 

Data Interpretation

Theme 1:  Mobile networking organizations to reach potential buyers

Q1. Is mobile application helpful for mobile networking organizations to reach potential buyers?

Frequency

·       Yes

20

·       No

10


Findings –
 As per the above graphical representation, it has been identify that in between 30 respondents, 20 individuals are think that mobile application is helpful for Vodafone to reach potential buyers easily.

Theme2: Probable benefits that mobile application deliver to consumer

Q2. What are the probable benefits that mobile application deliver to Vodafone while managing consumer satisfaction?

Frequency

·       Build strong communication

11

·       Provide quick service

10

·       Platform to response

9

 
Findings –
On the bases of above representation, it has been analysed that in between 30 candidates, 11 individuals are thinks that mobile applications helps in build strong communication with customers while as 10 candidates are in the favour of cater quick service.

Theme3:  Prominent operations that Vodafone can easily operate by mobile applications

Q3. What are the prominent operations that Vodafone can easily operate by mobile applications?

Frequency

·       Supporting per-paid and post-paid services

7

·       Managing account activities

6

·       Tracking records

6

·       Exploring offers and plans

8

·       Live apps and shows

3

 
Findings –
From the above presentation, it has been analysed that Prominent operations that Vodafone can easily operate by mobile applications are exploring maximum offers and plans. Out of 30 candidates, 8 individual are in its favour.

Theme4:  Satisfactory services that are provided by Vodafone to their consumer

Q4. How satisfactory services are provided by Vodafone to their consumer, as per your view?

Frequency

·       Not satisfactory

6

·       Good

10

·       Excellent

14

 
Findings –
On the bases of above representation, it has been examined that out of 30 candidates , 14 individuals are thinks that Vodafone provide excellent services, 10 respondents says that it is good while 6 person are not in its favour.

Theme5: Changes in  buying behaviour of Vodafone consumer

Q5. According to you, is mobile applications changing the buying behaviour of Vodafone consumer?

Frequency

·       Yes

20

·       No

10


Findings –
On the bases of above survey report, in between 30 respondents, 20 individuals are thinks that mobile applications changing the buying behaviour of Vodafone consumer while 10 are not in its favour.

Recommendation and Conclusion

From the above research report, it has been recommended that mobile technologies play vital role in every human life. They are being addicted with mobile and it has become the part of their daily routine life. This will also determine major things which can develop and create strong relation with their customers for providing effective goods and services which satisfying their required needs and demand in effective manner. Vodafone is considering this for providing better quality of services regarding mobile applications. They required to use updated and upgraded technology which assist in increasing possibilities of company success and growth. This will also help in determining the effectiveness of redundancy programmes and its impact for attainment of employees satisfaction.  

References

  • Mackey, A. and Gass, S.M., 2015. Second language research: Methodology and design. Routledge.
  • Taylor, S.J., Bogdan, R. and DeVault, M., 2015. Introduction to qualitative research methods: A guidebook and resource. John Wiley & Sons.
  • Silverman, D. ed., 2016. Qualitative research. Sage.
  • Khan, J.A., 2011. Research methodology. APH Publishing Corporation.
  • Flick, U., 2015. Introducing research methodology: A beginner's guide to doing a research project. Sage.
  • Smith, J.A. ed., 2015. Qualitative psychology: A practical guide to research methods. Sage.
  • Panneerselvam, R., 2014. Research methodology. PHI Learning Pvt. Ltd..
  • Geerts, G.L., 2011. A design science research methodology and its application to accounting information systems research. International Journal of Accounting Information Systems. 12(2). pp.142-151.
  • Hunleth, J., 2011. Beyond on or with: Questioning power dynamics and knowledge production in ‘child-oriented’research methodology. Childhood. 18(1). pp.81-93.

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