Onderzoeksvaardigheden 2022
Tim Duivenvoorden
2CDHBSVT
,Opdrachtgever: Inholland
Hogeschool Inholland
Theresiastraat 8, 2593 AN Den Haag
Begeleider: Dhr. Van Grieken-Verwoert
‘S Gravenhage, 19 november 2022
, Inhoudsopgave
1. Bedrijfsbeschrijving..................................................................................................................................1
2. Probleemanalyse.....................................................................................................................................2
2.1 De organisatie problematiek..............................................................................................................2
2.1.1 Serviceniveau EasyJet.....................................................................................................................2
2.1.2 Verborgen kosten en geld achterhouden...................................................................................3
2.1.3 Slechte afhandeling.....................................................................................................................3
2.2 Afbakening onderzoeksterrein...........................................................................................................4
2.3 Kennis behoeften...............................................................................................................................4
2.4 Doelstelling onderzoek......................................................................................................................4
3 Hoofdvraag en deelvragen........................................................................................................................6
3.1 Hoofdvraag........................................................................................................................................6
3.2 Deelvragen.........................................................................................................................................6
3.3 Op te leveren product........................................................................................................................6
4. Literatuurstudie/Theoretisch kader.........................................................................................................7
4.1 Literatuurbevindingen.......................................................................................................................7
4.1.1 Klanttevredenheid......................................................................................................................7
4.1.2 Service.........................................................................................................................................7
4.2 Theoretisch kader..............................................................................................................................9
4.2.1 Gebundelde/gekozen modellen..................................................................................................9
4.2.2 Uitgesloten modellen................................................................................................................10
4.2.3 Consequenties..........................................................................................................................11
5. Methodologie........................................................................................................................................12
5.1 Onderzoeksdesign............................................................................................................................12
5.2 Dataverzamelingsmethoden............................................................................................................12
5.2.1 Vragenlijst.................................................................................................................................12
5.2.2 Ontwerp vragenlijst..................................................................................................................14
5.3 Topics vragenlijst.............................................................................................................................14
6. Vragenlijst..............................................................................................................................................15
6.1 Operationaliseren............................................................................................................................15
6.2 Vragenlijst........................................................................................................................................16
Bibliografie.................................................................................................................................................19
Tim Duivenvoorden
2CDHBSVT
,Opdrachtgever: Inholland
Hogeschool Inholland
Theresiastraat 8, 2593 AN Den Haag
Begeleider: Dhr. Van Grieken-Verwoert
‘S Gravenhage, 19 november 2022
, Inhoudsopgave
1. Bedrijfsbeschrijving..................................................................................................................................1
2. Probleemanalyse.....................................................................................................................................2
2.1 De organisatie problematiek..............................................................................................................2
2.1.1 Serviceniveau EasyJet.....................................................................................................................2
2.1.2 Verborgen kosten en geld achterhouden...................................................................................3
2.1.3 Slechte afhandeling.....................................................................................................................3
2.2 Afbakening onderzoeksterrein...........................................................................................................4
2.3 Kennis behoeften...............................................................................................................................4
2.4 Doelstelling onderzoek......................................................................................................................4
3 Hoofdvraag en deelvragen........................................................................................................................6
3.1 Hoofdvraag........................................................................................................................................6
3.2 Deelvragen.........................................................................................................................................6
3.3 Op te leveren product........................................................................................................................6
4. Literatuurstudie/Theoretisch kader.........................................................................................................7
4.1 Literatuurbevindingen.......................................................................................................................7
4.1.1 Klanttevredenheid......................................................................................................................7
4.1.2 Service.........................................................................................................................................7
4.2 Theoretisch kader..............................................................................................................................9
4.2.1 Gebundelde/gekozen modellen..................................................................................................9
4.2.2 Uitgesloten modellen................................................................................................................10
4.2.3 Consequenties..........................................................................................................................11
5. Methodologie........................................................................................................................................12
5.1 Onderzoeksdesign............................................................................................................................12
5.2 Dataverzamelingsmethoden............................................................................................................12
5.2.1 Vragenlijst.................................................................................................................................12
5.2.2 Ontwerp vragenlijst..................................................................................................................14
5.3 Topics vragenlijst.............................................................................................................................14
6. Vragenlijst..............................................................................................................................................15
6.1 Operationaliseren............................................................................................................................15
6.2 Vragenlijst........................................................................................................................................16
Bibliografie.................................................................................................................................................19
