New Delhi Institute of Management

PGDM (G) / PGDM (M) / PGDM (F)

PGDM 2019-21 2nd Semester

End Term Examination, March-April, 2020
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Sub. : Business Research Methods Paper Code:C-203
Max. Marks: 50 Duration: 3 Hours

NOTES: 1. Attempt all questions from Part – A (1 X 10 = 10 Marks)

2. Answer any Four Questions from Part – B (4 X 5 = 20 Marks)
3. Case study is Compulsory (Part– C). (20 Marks)
4. Attempt all questions at one place and within same Section.
5. Complete a section before attempting next section.
6. Answers in parts shall not be evaluated.
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MOCK TEST
Part- A (1 X 10 = 10 Marks)
(Objective Type Questions-Already Appeared)

Part- B (4 X 5 = 20 Marks)
(Application & Discussion Questions)

Q.1. Discuss in brief the layout and contents of a research report. A consumer electronics company
has 150 showrooms across the country. The Vice President (Marketing) wants to predict sales by
using two explanatory variables – show room space (in square feet), electronic display boards in
showrooms. He has taken a random sample of 15 showrooms and collected data with respect to
the two explanatory variables. Develop an appropriate regression model using the data given
below. Interpret the equation.

SPSS output is given below the data:

SI Sales ( in thousand Showroom space Electronic display boards in

No. Rupees) ( in square feet) showrooms
1 1000 30 18
2 1300 40 25
3 1700 20 15
4 2100 30 24
5 2500 22 18
6 2900 11 16
7 3300 7 17
8 3900 11 31
9 4500 31 17
10 5100 35 24
11 5600 8 18
12 6100 13 21
13 6500 19 21
14 6900 11 24
15 7300 21 22
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Regression
a
Variables Entered/Removed
Model Variables Variables Method
Entered Removed
Electronic
display board,
1 . Enter
Showroom
b
space
a. Dependent Variable: sales
b. All requested variables entered.

Model Summary
Model R R Square Adjusted R Std. Error of the
Square Estimate
a
1 .478 .229 .100 2013.582
a. Predictors: (Constant), Electronic display board, Showroom space

a
ANOVA
Model Sum of Squares df Mean Square F Sig.
b
Regression 14443160.860 2 7221580.430 1.781 .210
1 Residual 48654172.474 12 4054514.373
Total 63097333.333 14
a. Dependent Variable: sales
b. Predictors: (Constant), Electronic display board, Showroom space

a
Coefficients
Model Unstandardized Coefficients Standardized t Sig.
Coefficients
B Std. Error Beta
(Constant) 3090.259 2713.197 1.139 .277
1 Showroom space -87.854 51.686 -.436 -1.700 .115
Electronic display board 133.418 125.557 .272 1.063 .309
a. Dependent Variable: sales

Q. 2. Explain the purpose of conducting Research in Business. Explain it with an example.

Q.3. Differentiate between schedule and questionnaire.

Q. 4. The annual sales revenue (in crores) of a product is a function of sales force (number of
salesmen) and advertising expenditure (in lakhs). The data have been collected from past 100
years. SPSS output file shows the following tables:
b
Model Summary
Model R R Square Adjusted R Std. Error of the Durbin-Watson
Square Estimate
a
1 .789 .656 .574 2.81861 1.952
a. Predictors: (Constant), adver_exp, sales_force
b. Dependent Variable: sales_revenue
a
ANOVA
Model Sum of Squares df Mean Square F Sig.
b
Regression 7.153 2 3.576 .450 .646
1 Residual 111.224 14 7.945
Total 118.376 16
a. Dependent Variable: sales_revenue
b. Predictors: (Constant), adver_exp, sales_force
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a
Coefficients
Model Unstandardized Coefficients Standardized t Sig.
Coefficients
B Std. Error Beta
(Constant) 8.175 1.007 8.115 .000
1 sales_force 3.052 .076 2.187 3.689 .020
adver_exp 5.026 .061 3.114 4.422 .001
a. Dependent Variable: sales_revenue

a) Fit a regression model to estimate the annual sales revenue. Interpret. (1 mark)
b) Which of the explanatory variables is more significant? Why? (1 mark)
c) Test the overall significance of regression model using ANOVA table. (1 mark)
d) What is the estimated sales revenue against a sales force of 50 persons and advertisement
expenditure of Rs.65000. (1 mark)
e) What percentage of variation in Sales Revenue is explained by Sales Force and
Advertisement Expenditure together? (1 mark)

Q.5. State the three basic principles of Experimental Research Design. Out of these three
which of the basic principle/s is/are involved in Completely Randomized Design?

Part C – Case Study (Mandatory) (20 Marks)

A research was undertaken to study the grievance redressal system of private and public sector
banks in India. For this purpose, it was felt that a structured interview technique could be used on
purposive sample. Following is the list of questions that was designed for the study. Please go
over this and answer the questions given at the last.

1) Name: ________________________________________________________
2) Name of Bank: ________________________________________________________
3) Type of Account: ο Saving ο Current ο Deposit ο Loan
4) Duration of ο 0—3
Account (Years): ο 4—8
ο 9—15
ο More than 15
5) Gender: ο Male ο Female
6) Age (Years): ο Less Than 25
ο 25—34
ο 35—44
ο 45—54
ο 55 and above
7) Marital Status: ο Married ο Unmarried

8) Occupation: ο Service
ο Professional
ο Businessman
ο Student
ο Retired
ο Homemaker
ο Other
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9) Income Category ο Less than 1 lakh

(In Rs. Lakhs per ο 1 – 2.5
Annum): ο 2.5 – 5
ο 5 – 10
ο 10 – 15
ο More than 15 lakhs

Section B: Service Quality—Customers’ Expectations & Perceptions

Kindly express your opinion on the following list of question regarding the services offered by
your bank by ticking against the appropriate number. ‗1‘ representing ―strongly disagree,‖ ‗2‘
representing ―disagree,‖ ‗3‘ representing ―neither agree nor disagree,‖ ‗4‘ representing ―agree,‖
and ‗5‘ representing ―strongly agree.‖ You are requested to rate your expectation about the
delivery of each service/provision against the actual perceived delivery.

Expectation for Perception of

S.No. Statements Delivery Delivery
1 2 3 4 5 1 2 3 4 5
1. Bank equipped with modern
fixtures.
2. Physical facilities within bank
are visually appealing.
3. Materials (ATM/Debit Card,
Passbook, etc.) associated with
banking services are visually
appealing.
4. Bank Staff is friendly &
Courteous.
5. Bank Staff is neat, clean and well
dressed.
6. Bank Staff keeps promises.
7. Operating Hours for attending
customers are convenient.
8. Bank Staff gives priority to
customer‘s interest.
9. Personal attention is given.
10. Bank Staff gives prompt service.
11. Bank Staff is able understand
specific needs of customers.
12. Bank Staff tells exactly when the
services will be delivered /
performed.
13. Bank Staff is always willing to
help customers.
14. Bank Staff responds promptly to
the queries.
15. Bank Staff sincerely attempts to
solve customers‘ problems.
16. Records/transactions are error
free.
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17. Bank sends regular updates about

account status.
18. Behaviour of Bank Staff instills
confidence in customers.
19. Customers feel safe and secure in
the transactions with the bank.
20. Bank‘s Staff is knowledgeable
enough to answer customers‘
questions instantaneously.
21. Bank‘s Staff Members are well
trained.
22. Waiting time for transactions at
bank is reasonable.
23. Parking Area for Vehicles.
24. Bank maintains strict
confidentiality with the personal
details of its customers.
25. Sufficient number ATM is
readily available.
26. Range of services provided is
consistent with the latest
innovations in banking services.
27. Bank charges reasonable service
charges.
28. Bank informs the customers
about any changes in the service
charges well before in time.
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Expectation for Perception of

S.No. Statements Delivery Delivery
1 2 3 4 5 1 2 3 4 5
29. Bank provides complete range of
services.
30. Bank has sufficient number of
open tellers.

Section C: Awareness among Customers

You will agree that it is not only to expect quality service but also a duty to be vigilant / aware
about your rights as a customer and raise complain, if needed. Please answer this last set of
questions in this context.
S.No. Question Tick the right answer
1. Did you ever experience any problem with your bank? Ο Yes Ο No
2. If yes, please specify the problem experienced or
complaint against the bank.

3. Did you complain to your bank? Ο Yes Ο No Ο NA

4. Did the bank acknowledge the receiving of your Ο Yes Ο No Ο NA
complaint?
5. How prompt the bank was to redressal of your complaint? Ο Fast redressal
Ο Slow redressal
Ο Not resolved
Ο Not Applicable (NA)
6. How many times you needed to address the bank for the
resolution of your problem? __________
7. Are you aware of the complaint redressal system of your bank? Ο Yes Ο No
8. How many days Bank took to resolve your problem? ____________
9. Are you satisfied with the resolution of your complaint in Ο Yes Ο NoΟ NA
the bank?
10. How will you rate your overall experience with bank in
grievance handling? ―1‖ represents ―Very Bad‖, ―2‖
represents ―Bad‖, ―3‖ represents ―Fair‖, ―4‖ represents
1 2 3 4 5
―Good‖ and ―5‖ represents ―Excellent‖. Encircle the
appropriate number, if you have ever complained to bank
regarding your problem.
11. Are you aware of Banking Ombudsman Scheme, 2006? Ο Yes Ο No
12. Did you ever raise your complaint to Bank Ombudsman? Ο Yes Ο No Ο NA
13. Did you send your complaint to Bank Ombudsman through ΟE ΟC Ο NA
e-mail (E) or by post/courier/fax (C)?
14. How was your complaint dealt at Banking Ombudsman? o Rejected
o Disposed by Award
o Disposed by Mutual Consent
o Still Waiting
o Not Applicable (NA)
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Questions:

a) What do you think were the research objectives and the information areas that the
investigator was interested in? Enlist the same. (6 marks)
b) Has the above questionnaire been effective in meeting the objectives? Justify. (6 marks)
c) Where do you notice Likert Scale used? (2 marks)
d) Where do you find dichotomous questions? (2 marks)
e) Data against which question cannot be properly segregated from statistical analysis?
Why? (2 marks)
f) Other than the above question (e), have you noticed any other shortcoming in the
designed questionnaire? If yes, then write the shortcomings with proper
justifications/corrections. (2 marks)