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Critical Analysis of the Impacts of Online Service Failure and its Recovery Solution on the Buying Behaviour of Customers within the UK Restaurant Industry: A Case Study of Domino’s Pizza (2016)

Ref: market0136

The research issue is discussed by the impact of online service failure within Domino’s Pizza. The consequences of online service failure are always negative for business performance of a company. But the research issue is developed to evaluate the necessity of recovery solutions of online service failure so that Domino’s Pizza can identify possible way to recover their online service problems. The research issue is significant for the chosen company to find out the causes and reasons of increasing online service failure. The management needs to identify the source of online service failure so that they can develop proper recovery solutions. The research issue is very much essential in modern days because most of the restaurant companies in the UK operate online retailing and many of them are suffering from online service failure. The outcome of the research can highlight the impact of recovery solution of online service failure in Domino’s Pizza and how it can affect on the buying decision of the customers. The findings of the research can be useful for the management of Domino’s Pizza to develop suitable business process to recover online service failure and attract new customers for the company.

The importance of this research is to describe how to deal with online service failure and how it can create impact on the buying behaviour of the customers of restaurant industry in the UK. The research aim and objectives can be developed in terms of the necessity of recovery solution of online service failure and its influences on the buying behaviour of the consumers. The customers in the UK have variety of options to purchase fast good items so they prefer to buy the products from those companies who operate best and quickest online service and home delivery. The research aim can describe how Domino’s Pizza can attract the customers be recovery solutions of online service failure.

Research Objectives

  • To identify the impacts of existing online problems encountered by the customers of Domino’s Pizza, UK
  • To assess the effectiveness of recovery solution of online service failure in Domino’s Pizza, UK
  • To understand the reasons of increasing numbers of online service failure in Domino’s Pizza, UK
  • To explore the influences of recovery strategies of online service failure that can create impact on the buying behaviour of customers
  • To recommend appropriate business process for Domino’s Pizza, UK to recover online service failure quickly to affect customer’s buying behaviour

  • 13,000 words – 44 pages in length
  • Excellent use of literature
  • Excellent analysis of subject area
  • Well written throughout
  • Includes questionnaire
  • Ideal for marketing students


1: Introduction
Background of the Research
Rationale of the Research
Problem Statement
Research Aim and Objectives
Research Questions
Structure of the Research
Conclusion

2: Literature Review
Online Service failure
Effect of Online Service Failure on Online Purchase of Customers
Recovery System of Online Service Failure
Recruitment of IT Experts for Recovery of Online Service Failure
Quick Recovery of Online Service Failure
Online Service Failure and Customer Dissatisfaction
Recovery Solution of Online Service Failure
Recovery Solution of Online Service Failure protects Customer Switching
Buying Behaviour
Impact of Recovery Solution of Online Service Failure on Buying Behaviour
Conceptual Framework

3: Research Methodology
Research Philosophy
Research Approach
Research Strategy
Type of Research Investigation
Research Methods
Quantitative Research Method
Qualitative Research Method
Mixed Research Method
Techniques of Data Collection
Secondary Data
Primary Data
Tools of Collecting Data
Sampling Technique, Population and Sample Size   
Data Analysis Methods
Ethical Considerations
Limitations of Methodology

4: Analysis and Findings
Analysis of Questionnaire Survey
T-Test Result of Questionnaire Survey
Findings of Qualitative Interviews

5: Conclusion and Recommendations
Summary of the Research Objectives
Recommendations
Limitations and Future Research Scopes

References

Appendix
Questionnaire Survey


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