Business Research Methods Exam Question Solution BITM 6th Sem 2025

Group “A”: Brief Answer Questions [10 × 2 = 20 Marks]

1. Give the concept of applied research.

Applied research refers to a type of research that is conducted to solve specific, practical problems using scientific methods. It is focused on real-world applications.

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It is also known as Action Research.
It is practical in nature.
It aims to generate actionable outcomes rather than expand theoretical knowledge.
It is problem-oriented and solution-driven.

2. Define the term theoretical framework.

A theoretical framework is a foundational element of research that provides the structure and guidance for investigating a research problem.

It is essentially the blueprint for the entire study, connecting the researcher’s topic, research questions, hypotheses, and methodology to existing theories and knowledge.

3. What is ethnography?

Ethnography is a qualitative research design that focuses on studying the culture, behaviors, values, and lifestyle of a group of people in their natural setting.

The researcher often spends long periods living or interacting with the group to observe their daily activities and understand their cultural patterns.

4. Define dependent variable with an example.

Variables that are affected by the change in independent variables, are known as dependent variables.

A dependent variable is the outcome or effect that changes in response to the independent variable. It is what the researcher aims to explain or predict.

Example:

“Employee productivity” depends on “training hours.”

Here, productivity is the outcome influenced by training.

5. Provide an example of five-point likert scale.

Statement: “The course content was easy to understand.”

Response Options (Five-Point Scale):

Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree

6. What is grounded theory?

Grounded theory is a qualitative research design that aims to develop a theory based on data collected directly from the field.

Instead of starting with an existing theory, the researcher collects data, analyzes it, identifies patterns, and gradually builds a new theory grounded in the data itself.

7. Give a concept of telephone interviews.

A telephone interview is a method of data collection where the researcher or interviewer gathers information by calling respondents over the phone and asking them a set of prepared questions.

It is a structured or semi-structured interview conducted using a telephone call.
The interviewer interacts verbally with respondents without meeting them face-to-face.
It saves time, cost, and travel, making it more efficient than personal interviews.

8. Define deductive approaches.

A deductive approach is a research approach in which the researcher begins with a general theory or hypothesis and then tests it using specific data or observations. It moves from the general to the specific.

It is often referred to as a “top-down” approach.

9. Give any two examples of moderating variable.

A variable that affects the nature of the relationship between the independent and dependent variable is known as moderating variable.

Two Examples of Moderating Variables

Age
- Example: The relationship between exercise (independent variable) and health improvement (dependent variable) may be stronger for younger people than for older people.
  → Here, age is the moderating variable.
Work Experience
- Example: The effect of training programs (independent variable) on job performance (dependent variable) may be stronger for employees with less experience than for those with more experience.
  → Here, work experience moderates the relationship.

10. Provide an example of referencing of an article by using APA format.

APA Reference Example

Author, A. A., & Author, B. B. (Year). Title of the article. Title of the Journal, Volume(Issue), page–page. https://doi.org/xxxxx

Sample Example

Smith, J. R., & Brown, L. M. (2022). The impact of social media on student learning. Journal of Educational Research, 45(3), 210–220. https://doi.org/10.1234/jer.2022.56789

Group “B”: Short Answer Questions [6 × 5 = 30 Marks]

11. Describe steps of literature survey.

Conducting a literature review involves several sequential steps. Each step ensures that your review is comprehensive, relevant, and academically credible.

Identifying Relevant Sources
Obtaining Literature
Reading the Literature
Extracting Relevant Information
Evaluating the Content of the Literature
Writing Up the Literature Review

1. Identifying Relevant Sources

The first step is to determine which sources are most relevant to your research topic. These may include:

Books and textbooks
Academic journals and research articles
Dissertations and theses
Reports, whitepapers, and government publications
Online databases and directories

2. Obtaining Literature

Once sources are identified, the next step is to obtain access to them. This may involve:

Visiting university libraries or digital repositories
Downloading articles from online databases like JSTOR, Scopus, or Google Scholar
Requesting dissertations from institutional archives
Accessing reports from government or corporate websites.

3. Reading the Literature

Reading is more than skimming—it involves understanding the content, methodology, and findings of each source.

Approach:

Start with abstracts and summaries to gauge relevance
Read in-depth the introduction, methodology, results, and discussion sections
Take notes highlighting key points, themes, and gaps

4. Extracting Relevant Information

After reading, extract the most pertinent information for your research objectives. This includes:

Research objectives and questions
Methods and methodologies used
Key findings and conclusions
Theoretical frameworks and models
Identified gaps or limitations

5. Evaluating the Content of the Literature

Critical evaluation ensures that only high-quality and relevant sources inform your review.

Evaluation Criteria:

Credibility of the author and publication
Relevance to your research problem
Validity and reliability of data and methodology
Consistency with other studies
Potential biases or limitations

6. Writing Up the Literature Review

The final step is writing the literature review in a structured and cohesive manner.

Writing Tips:

Organize by themes, methodologies, or chronological order
Summarize key findings without copying text verbatim
Critically analyze studies rather than just describing them
Clearly highlight gaps and justify the need for your research

12. Describe the ethical issues in business research.

Business research involves people, organizations, and society. Therefore, researchers must adhere to ethical principles that protect participants’ rights, maintain confidentiality, ensure professional conduct, and contribute positively to society.

Below are the four major categories of ethical issues in business research.

1. Ethics Toward Participants

Those people who are involved in research as respondents are participants. It is the duty of researcher to protect their right. Ethical guidelines protect participants from harm, deception, or exploitation.

a. Voluntary Participation

Participation must always be voluntary, without any force, pressure, or manipulation. Participants should be free to join or withdraw from the study at any point.

Participants must be fully informed about:

Purpose of the research
Procedures involved
Possible risks
Expected benefits
Their right to withdraw

Consent must be taken in writing or verbally before data collection.

c. The Right to Be Informed

Participants deserve full transparency. Researchers must inform them about:

How their data will be used
Who will access their data
What outcomes the research aims to achieve

Clarity builds trust and ensures ethical participation.

d. The Right to Be Safe

Researchers must ensure participants are not exposed to:

Physical harm
Emotional stress
Legal risks
Financial loss

Safety is a core ethical responsibility in business research.

2. Ethics Toward the Sponsor

Research sponsors—such as organizations, universities, or clients—fund and support the study. Ethical issues toward sponsors include delivering honest, accurate, and professional work.

a. Competency

Researchers must take only those projects that match their skills, experience, and expertise. Accepting research beyond one’s capability is unethical and risks poor results.

b. Confidentiality

Researcher should not disclose the sensitive business information provided by the sponsor as it must remain confidential unless permission is granted to disclose it.

c. Quality Work

Researchers must follow professional standards, maintain accuracy, and ensure credible findings. Low-quality or careless work is unethical and harms the sponsor’s interests.

3. Ethics Toward Team Members

Researchers must also treat their colleagues and research assistants ethically.

a. Safety and Security

Team members must be provided:

A safe working environment
Necessary protective tools (if applicable)
Physical and psychological safety

b. Open Communication

A positive research environment requires:

Clear communication
Respect
Transparency
Sharing responsibilities and information

c. Cooperation and Collaboration

Ethical research involves:

Supporting team members
Dividing tasks fairly
Recognizing contributions
Maintaining a collegial atmosphere

Team harmony enhances research quality.

4. Ethics Toward Society

Researchers have a social responsibility to contribute positively to knowledge and society.

a. Be Objective

Research findings must be based on evidence, not personal beliefs, biases, or external influence.

b. Maintain Scientific Rigor

Researchers must:

Follow standard methods
Use valid tools
Avoid shortcuts
Ensure accuracy and reliability

Scientific rigor ensures high-quality research output.

c. Report Results Honestly

Research results must be reported truthfully, even if they are:

Unfavorable
Unexpected
Contrary to initial assumptions

Manipulation or selective reporting harms society and academic integrity.

13. Explain the method of collecting qualitative data.

Qualitative data is non-numerical information that describes qualities, characteristics, opinions, and experiences. It helps researchers understand “why” and “how” certain phenomena occur.

Methods of Collecting Qualitative Data are:

Depth Interview
Focus Group Interview

1. Depth Interview

A depth interview is a one-on-one, detailed interview conducted to explore the respondent’s thoughts, feelings, experiences, and perceptions in depth.

The interviewer asks open-ended questions and encourages the respondent to elaborate, allowing for rich, detailed data.
Depth interviews are especially useful when studying personal, sensitive, or complex issues, as they provide deep insights into individual perspectives.

Generally, following steps are to be followed while conducting depth interview:

Formulate a Plan
Select Respondents based on their experience
Prepare Interview Guidelines
Introduce Yourself
Conduct the Interview and Record Responses
Analyzing the Data
Prepare the Report

2. Focus Group Interview

A focus group interview involves a small group of participants (usually 6–12) discussing a topic guided by a moderator.

The goal is to explore collective opinions, attitudes, and experiences, as well as how participants influence each other.

Focus groups are useful for generating ideas, understanding group dynamics, and observing interaction patterns in a social context.

Focus group interview is considered more important in the following conditions:

To Explore an Issue in Detail
To Develop Research Questions
To Promote New Ideas
To Validate Empirical Results
To Discuss Managerial Issues
To Understand Impressions and Perceptions

Focus group interview can be conducted using different methods:

Telephone focus group
Online focus group discussion
Video-conferencing focus group discussion

14. Give brief note on different types of measurement scales with example

There are four major types of measurement scales arranged from the simplest to the most complex level of measurement:

Nominal Scale
Ordinal Scale
Interval Scale
Ratio Scale

1. Nominal Scale

A nominal scale is the simplest measurement scale that categorizes data using numbers/letters for identification and classification.

Numbers or labels used in this scale are only for identification or classification and do not carry numerical meaning.

Examples include gender (male/female), marital status (single/married), blood group (A, B, O), or assigning numbers to players in sports. Since the data only represent categories, statistical operations like average cannot be applied.

2. Ordinal Scale

An ordinal scale categorizes data with a meaningful order or ranking, but the difference between the ranks is not measurable.

It shows the relative position of items but not how much greater one is than another.

Examples include education levels (primary, secondary, bachelor, master), customer satisfaction ratings (satisfied, neutral, dissatisfied), or ranking students by performance. Although the data indicate order, mathematical operations like addition or subtraction cannot be applied.

3. Interval Scale

An interval scale measures data with equal intervals between values, but it does not have a true zero point. Because the intervals are consistent, mathematical operations such as addition and subtraction are possible.

However, ratios (like “twice as much”) cannot be interpreted due to the lack of an absolute zero.

Common examples include temperature measured in Celsius or Fahrenheit, and calendar years. For instance, the difference between 20°C and 30°C is the same as between 30°C and 40°C.

4. Ratio Scale

A ratio scale is the highest and most precise level of measurement that has all the properties of interval scale, plus a true zero point, which allows full mathematical and statistical operations.

With a true zero, it is possible to say one value is “twice” or “three times” another.

Examples include height, weight, age, income, number of students, and length. For example, a weight of 60 kg is twice as heavy as 30 kg because zero weight means “no weight.”

15. Differentiate the research philosophies on the basis of positivism vs interpretivism.

Basis of Difference	Positivism	Interpretivism
Nature of Reality	Positivism states that reality is objective and exists independently of human perception.	Interpretivism states that reality is subjective and constructed through human experiences and interpretations.
Research Purpose	Positivism aims to explain and predict phenomena by discovering universal laws.	Interpretivism aims to understand meanings, experiences, and social contexts from participants’ perspectives.
Approach to Knowledge	Positivism argues that knowledge is valid only when it is based on observable and measurable facts.	Interpretivism argues that knowledge is valid when it captures the meanings and interpretations of social actors.
Role of Researcher	Positivism believes the researcher should remain detached and neutral to avoid influencing the research.	Interpretivism believes the researcher is part of the research process and interacts with participants to understand their views.
Research Methods	Positivism uses quantitative methods such as surveys, experiments, and statistical analysis.	Interpretivism uses qualitative methods such as interviews, observation, and case studies.
View on Human Behavior	Positivism views human behavior as predictable and governed by general laws.	Interpretivism views human behavior as complex and shaped by social, cultural, and personal meanings.
Data Type	Positivism emphasizes numerical, structured, and standardized data.	Interpretivism emphasizes descriptive, unstructured, and detailed data.
Reasoning Style	Positivism commonly follows a deductive approach, testing theories using data.	Interpretivism commonly follows an inductive approach, developing theories from data.
Outcome of Research	Positivist research produces generalizable findings applicable to large populations.	Interpretivist research produces deep, contextual insights specific to a particular setting or group.
Example Study	A positivist study might measure the relationship between stress levels and academic performance using statistical tools.	An interpretivist study might explore students’ lived experiences of stress through in-depth interviews.

16. Research is formalized curiosity. It is poking and prying with a purpose. Justify this statement.

The statement “Research is formalized curiosity. It is poking and prying with a purpose.” means that research is a systematic and organized way of exploring questions that arise from human curiosity.

Justification

Curiosity makes people interested in knowing why or how something happens.
Research takes that natural curiosity and makes it formal, organized, and purposeful.
Instead of randomly asking questions, research follows proper methods, collects evidence, and reaches reliable conclusions.
It is “poking and prying” because researchers investigate deeply, but they do so with a clear goal and scientific procedure.

Very Short Version

Research is called formalized curiosity because it turns our natural desire to know things into a planned, systematic, and purposeful investigation to find answers.

17. Outline the essentials of a good research report in management research.

A good research report not only presents the findings of a study but also communicates them clearly, accurately, and professionally. It serves as the final product of the research process, and its quality reflects the rigor and credibility of the research. To achieve this, a research report should possess certain essential characteristics.

1. Clarity

The report should be clear and understandable to the intended audience.
Technical terms and jargon should be defined or explained, and ideas should be expressed in simple, precise language.
Clear presentation ensures that readers can follow the research objectives, methodology, and conclusions without confusion.

2. Accuracy

All facts, data, and information presented must be accurate and verifiable.
Errors in numbers, citations, or methodology can undermine the credibility of the report.
Proper data analysis and careful proofreading help maintain accuracy.

3. Objectivity

A good research report should be objective and unbiased.
Conclusions should be based on evidence from the study rather than personal opinions or assumptions.
Researchers should acknowledge limitations and avoid exaggerating results.

4. Completeness

The report should include all essential components: title, abstract, introduction, literature review, methodology, findings, discussion, conclusion, recommendations, references, and appendices (if needed).
A complete report ensures that readers have all necessary information to understand and evaluate the research.

5. Systematic Organization

Information should be presented in a logical and coherent order.
Sections should follow a standard structure so readers can easily navigate the report.
Use of headings, subheadings, tables, and figures enhances readability and comprehension.

6. Conciseness

A good research report should be concise and focused.
Avoid unnecessary repetition, irrelevant details, or overly long explanations.
Brevity ensures that the report is readable and engaging while covering all key points.

7. Professional Presentation

The report should have a neat, organized layout with consistent font, spacing, and margins.
Tables, charts, and figures should be properly labeled and easy to interpret.
A professionally presented report enhances credibility and readability.

8. Proper Referencing and Citation

All sources of information, data, and ideas from other authors should be appropriately cited.
A well-documented reference list (e.g., using APA format) ensures academic integrity and allows readers to verify sources.

9. Relevance

The report should be relevant to the research problem and objectives.
It should address the research questions directly and provide findings that contribute useful insights.

10. Interpretative Analysis

Beyond presenting data, a good research report should provide interpretation, analysis, and discussion.
It should explain patterns, relationships, and implications of the findings rather than merely stating facts.

Group “C”: Long Answer Questions [3 × 10 = 30 Marks]

18. Define scientific research. Explain the steps of scientific research process.

Scientific research refers to a systematic, controlled, and logical investigation aimed at discovering new information, validating existing theories, or solving problems through empirical evidence.

It relies on scientific methods such as:

Observation
Hypothesis formulation
Experiments
Data collection
Statistical analysis
Interpretation
Conclusion

Scientific Research Process includes:

1.) Realizing the Problem:

This is the initial stage where a researcher becomes aware of a gap in knowledge, a problem, or an issue that needs investigation. The problem may arise from observation, experience, previous studies, or real-life challenges.

Example: A researcher observes that students are not performing well in online learning environments.

2.) Identification of the Problem:

Once the problem is realized, it must be clearly defined and narrowed down to a specific researchable issue. This includes identifying the variables involved and the scope of the problem.

The researcher asks: What exactly is the problem? Why is it important to solve?
Example: “What are the factors affecting student performance in online classes?”

3.) Review of Literature:

This involves studying existing research and theories related to the identified problem. It helps in understanding what has already been studied, avoiding duplication, and building a theoretical foundation for the new research.

Sources: academic journals, books, online databases, previous research papers.
Helps in identifying gaps in existing knowledge.

4.) Hypothesis Formulation:

A hypothesis is a tentative explanation or prediction that can be tested through research. It connects the variables and provides a focus for the study.

It can be null hypothesis (H₀): there is no relationship.
Or alternative hypothesis (H₁): there is a relationship or effect.
Example: “Students who attend interactive online classes perform better than those who attend lecture-based online classes.”

5.) Research Design:

This is the blueprint for the entire research. It includes planning how to test the hypothesis, choosing research methods, selecting the sample, and deciding tools and techniques for data collection.

Types: descriptive, experimental, exploratory, correlational, etc.
Ensures validity and reliability of results.

6.) Collection of Data:

Data collection is gathering the information necessary to address the research question. It can be primary data (collected directly) or secondary data (collected from existing sources).

Methods: surveys, interviews, observations, experiments, questionnaires, etc.
Ensures that data is accurate, relevant, and sufficient.

7.) Data Analysis:

In this step, the collected data is organized, processed, and examined using statistical or logical methods to discover patterns, trends, and relationships.

Tools: software like SPSS, Excel, R, Python, etc.
Statistical tests like t-test, ANOVA, regression, correlation, etc., may be used.

8.) Interpretation:

The analyzed data is interpreted to draw meaningful conclusions. The researcher determines whether the findings support the hypothesis or not.

Interpretation explains what the data means in the context of the research question.
It also considers limitations and unexpected findings.

9.) Generalization:

If the research is valid and reliable, the findings can be applied to a broader context or population beyond the sample studied. This step evaluates the scope of the results and how they contribute to existing knowledge.

Also includes recommendations for future research or practical applications.

19. What is research design? Describe the different types of quantitative research designs.

Research design is a detailed blueprint or structured plan for conducting a research study. It outlines how data will be collected, measured, and analyzed to answer the research questions or test hypotheses.

It acts as a guide to ensure the research is systematic, efficient, and yields valid and reliable results.
It is a road map to start process and conclude research work.
It helps to select research methods considering to limited resources.

The followings are the common quantitative research designs:

Descriptive Research Design
Correlational Study
Causal Comparative Research Design
Experimental Research
Quasi-Experimental Research

1. Descriptive Research Design:

A research design that is developed with the aim of studying the subject of research in detail and explains the facts and characteristics related to research problem is known as descriptive research design.

It focuses on answering “what,” “where,” “when,” and “how” questions about a subject, rather than delving into “why”.

This design relies on observation, surveys, and case studies to gather data, often as a preliminary step before more in-depth, causal research.

2. Correlational Study:

A research design that is used to study the relationship between two or more variables is known as correlational study.

In correlational study, it is assumed that if there is change in one variable then there will be the change in another variable.
The main aim of this research design is to see the relationship and the degree of relationship between variables.

Correlation may be positive or negative. Increase in one variable leads to increase in other variables is known as positive correlation while Increase in one variable leads to decrease in other variables is known as positive correlation.

3. Causal Comparative Research Design:

Causal-comparative research, also known as ex post facto research, is a non-experimental design that aims to identify cause-and-effect relationships between variables after an event or action has already occurred.

The main aim of this research is to assess the cause of difference in two groups.

Researchers compare two or more groups that differ on a variable of interest to see if there’s a relationship with another variable.

This study can be conducted in three ways:

In first condition, only the explanation of effect is made.
In second condition, only the explanation of causes is made.
In third condition, the impact of events is explained.

4. Experimental Research:

Experimental Research is a scientific method of investigation in which the researcher manipulates one variable (called the independent variable) to observe its effect on another variable (called the dependent variable) under controlled conditions.

It is considered the most reliable research method for determining cause-and-effect relationships.

Experimental research is a study method where researchers change something on purpose to see how it affects something else while controlling all other factors.

20. What is probability sampling? Explain the different types of probability sampling techniques.

Probability Sampling is a sampling technique where every element of the target population has a equal probability of being selected as sample unit.

It is considered more scientific and reliable because it minimizes selection bias and allows statistical generalization of results.

Types of Probability Sampling:

Some of the important probability sampling techniques are described below:

Simple Random Sampling
Systematic Sampling
Stratified Sampling
Cluster Sampling

a. Simple Random Sampling

Simple Random Sampling is the most basic and unbiased method where each member of the population has an equal chance of being selected.

The selection is usually done using lottery methods, random number tables, or computer-generated random lists.

This technique is easy to understand and ensures high accuracy, but it requires a complete list of the population.

b. Systematic Sampling

In Systematic Sampling, the researcher selects every kth element from the population list after choosing a random starting point.

Sampling interval is calculated as: Sampling interval (K) = Size of population (N) / Size of sample (n)
For example, if the population is 1,000 and the sample size is 100, every 10th element is selected.

This method is simple, cost-effective, and suitable for evenly distributed populations, but it may cause bias if there is a hidden pattern in the list.

c. Stratified Sampling

Stratified Sampling involves dividing the population into homogeneous subgroups or strata (such as gender, age groups, education level).

A sample is drawn from each stratum, either equally or proportionally.

This method ensures that all key subgroups are represented, providing more accurate and reliable results, especially when the population is diverse.

d. Cluster Sampling

Cluster Sampling divides the population into clusters (such as schools, districts, or wards), and then a few clusters are randomly selected.

Cluster sampling identifies clusters that are internally heterogeneous.
It is economical and practical for large, geographically dispersed populations.

However, it may be less accurate than stratified sampling because selected clusters may not perfectly represent the whole population.

21. What is research proposal? Explain the procedure for writing research report.

The research proposal is a roadmap showing clearly the way from which a journey of research begins, the destination to be reached and the methods of getting the destination.

A research proposal is a formal document that presents the plan for a research study. It outlines what the researcher intends to investigate, why the study is important, and how it will be conducted.

The research proposal serves as a blueprint for conducting and controlling research work.

Procedure for Writing Report

Writing a research report involves a series of systematic steps that help ensure clarity, accuracy, and proper organization. The major procedures are described below:

Preparation of outline
Time planning
Management of data
Start of writing report
Writing the First Draft
Revising, Editing, and Polishing
Preparing the Bibliography
Writing the Final Draft

1. Preparation of Outline

The first step is to prepare a clear outline of the report. The outline provides a logical structure and sequence of topics, helping the researcher organize ideas before starting the actual writing.

2. Time Planning

Effective time planning is essential to complete the report on schedule. The researcher must allocate sufficient time for drafting, revising, editing, and finalizing the report to ensure quality work.

3. Management of Data

In this stage, the researcher organizes and sorts the collected data. This includes classifying information, preparing tables, summarizing results, and interpreting relevant findings to be used in the report.

4. Start of Writing the Report

Once the outline and data are ready, the researcher begins writing the report systematically. This involves drafting the introduction, methodology, results, discussion, and other sections according to the structure.

5. Writing the First Draft

The first draft is a preliminary version of the report where ideas are put into complete sentences and paragraphs. The main purpose is to present all content logically without worrying too much about perfect wording or formatting.

6. Revising, Editing, and Polishing

After completing the first draft, the researcher reviews the report to improve clarity, coherence, and accuracy. This includes correcting grammar, removing inconsistencies, refining arguments, checking citations, and improving the overall flow.

7. Preparing the Bibliography

The researcher compiles a complete list of all books, articles, reports, and online sources used in the research. The bibliography must follow a standard referencing style such as APA, MLA, or Harvard.

8. Writing the Final Draft

In the final stage, the researcher prepares the polished and error-free final draft. This version is formatted properly, includes all necessary sections, and is ready for submission or presentation.

Group “D”: Comprehensive / Case / Situation Analysis Questions [4 × 5 = 20 Marks]

A study was conducted in Bharatpur, Chitwan which is far around 188 km from capital city of Nepal, Kathmandu. The main objective of the study was to examine impact of service quality performance of banking sectors on customer satisfaction. The study helps the managers of the bank. The design of the study was quantitative in nature. A questionnaire was used for data collection from 421 customers for data analysis. The sampling procedure used was probability random sampling. A descriptive and inferential statistics was used to see the service quality gap regarding the customer satisfaction. Bivariate analysis was used to test the alternative hypothesis against the null hypothesis and established correlation between the service quality and customer satisfaction. The study shows that the banking sectors of Bharatpur Town have not met the service expectations of the customers of bank, as there was a significant gap between customers’ perceptions and expectations. Among the five dimensions of service quality of banking such as tangibility, reliability, responsiveness, assurance and empathy, the highest negative gap was found in tangibility and low degree positive correlation was found in empathy. Therefore, banks need to better understand their customers’ expectations and continually measure and evaluate their services regarding quality performance in order to improve quality based on customers need.

(a) Write down any five probable list of questions based on the given study related to impact of service quality performance on customer satisfaction.

Here are five sample questions that match the purpose of the study:

How satisfied are you with the overall service quality of your bank?
To what extent does the bank’s physical facilities and appearance meet your expectations?
How reliable do you feel the bank is when it comes to providing services as promised?
How satisfied are you with the responsiveness of the bank staff when you need help or information?
To what degree do you feel that the bank staff show care, politeness, and genuine concern for you as a customer?

These questions help measure how different dimensions of service quality—such as tangibility, reliability, responsiveness, assurance, and empathy—influence customer satisfaction.

(b) Why the inferential statistics was used in the given study? Explain.

Inferential statistics was used because the study wanted to make conclusions about the entire population of bank customers in Bharatpur based on information collected from only 421 customers. Since it is not possible to ask every customer in the city, inferential statistics helps the researchers estimate, test hypotheses, and identify relationships between service quality and customer satisfaction.

It allows the researchers to decide whether the differences and gaps seen in the sample also exist in the larger population. In simple words, inferential statistics helps turn sample findings into meaningful conclusions about all bank customers.

(c) Draw a theoretical framework with dependent, independent and moderating variable.

Below is a clear theoretical framework based on the case:

Independent Variables (Service Quality Dimensions)

Tangibility
Reliability
Responsiveness
Assurance
Empathy

Moderating Variable

Customer Expectations

Dependent Variable

Customer Satisfaction

Framework Description (in sentences)

The five dimensions of service quality—tangibility, reliability, responsiveness, assurance, and empathy—act as the independent variables that influence customer satisfaction. Customer expectations act as a moderating variable because they affect how strongly service quality impacts satisfaction. Customer satisfaction is the dependent variable because it depends on the level of service quality provided by the banks.

(d) The design of the study was quantitative in nature. Justify your answer.

The study is quantitative in nature because it used a structured questionnaire to collect numerical data from 421 customers. The researchers used statistical tools such as descriptive statistics, inferential statistics, and bivariate analysis, which are commonly used in quantitative research. The study also aimed to measure service quality and customer satisfaction using numbers and statistical tests. In addition, the sampling procedure was probability random sampling, which is a key feature of quantitative research. All these points clearly show that the study followed a quantitative research design.

BITM 6th Sem Model Question Solution