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Rapport Easyjet onderzoeksvaardigheden OE39a

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  • Course
  • OE39 Onderzoeksvaardigheden (OE39A)
  • Institution
  • Hogeschool InHolland (InHolland)

In dit document is een uitgewerkt rapport weergeven van het vak onderzoeksvaardigheden OE39a. In het rapport wordt er een probleem op het gebied van service en klantgerichtheid opgelost. Het gekregen cijfer is een 7.3

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Document information

  • January 14, 2023
  • 23
  • 2022/2023
  • Essay
  • Unknown
  • 7-8

Subjects

  • onderzoek
  • onderzoeksvaardigheden
  • probleemanalyse
  • methodologie
  • easyjet
  • probleemuitwerking

Written for

  • Hogeschool InHolland (InHolland)
  • Business
  • OE39 Onderzoeksvaardigheden (OE39A)
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timduivenvoorden

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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

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