MasoodUl Hassan et al. (2013) collect data from
customers and employees of different insurance
corporations located in big cities. They distributed 300
questioners among employees and customers. The actual
response rate of this research was 68% because
remaining was incomplete. They used different
dimensions to test their problem statement, to test
employee satisfaction they used 5 dimensions i.e. -
training, supervision, salary, policy & support, team
work etc. Same like these 4 items were used by them to
measure Financial Performance i.e. return on sale
(ROS), return on investment (ROI), return on asset
(ROA) etc.
Similarly for customer satisfaction they used 7
measures.
They used “five point Likert” Scale to test/ measure it
where 1= strongly disagree and 5= strongly agree.
Then they apply different techniques to take results such
as,
Correlation Analysis
Regression Analysis
Kenneth L. Bernhadt et al. (2000) collect data from 3
independent sources for a Fast Food Chain.
Data relating to CS taken from chain of surveys of every
local restaurant “472” restaurants were inspected during
March 1992 to 1993. Survey was conducted by a
national marketing research firm.
Data relating to employees were also collected
separately through restaurant managers with return
envelope. Last bundle of data was collected by company
regarding restaurant performance. Examined factors