Involve Primary Data Collection

For all Undergraduate/Postgraduate Dissertations and

Research Projects

Please complete all the following sections:

- Section A: Ethics Form and proposed research
- Section B: Informed Consent Form
- Section C: Data management and storage form
- Section D: Participant information sheet
- Section E: A copy/draft of your Questionnaire/or Interview guide
- Section F: A letter of consent from third-party organisation (if applicable)
Section A:

Please answer the following question:

Do you intend to collect Primary data for your research?

Yes

Title of project: A Study of the Factors Influencing Customer Satisfaction in Siyarata Pawn Center
(Maharagama branch)

Name of Student (Given name, Surname): Willigoda Liyanage Hiruni Aroshi Jayanath

Email: 21575657 @student.uwl.ac.uk

Name of supervisor: Mr. Marceline Alexander

 PROJECT DESCRIPTON

Please answer the following questions:

1. Do you intend to involve human participants in the conduct of your research?

Yes
2. Does your research involve vulnerable adults or under-18s?

No
3. Could your research potentially expose you, anyone assisting you, or
participants to emotional harm?

No
4. Will your research involve travelling to geo-politically unstable
regions/countries (e.g. areas affected by war, civil unrest, natural disasters, or
listed as unadvisable to travel by the UK government?

No
5. Will your research involve access to security-sensitive material?

No

WHERE APPROPRIATE TO YOUR CHOSEN TOPIC/RESEARCH: YES NO N/A

1 Will you describe in writing the main procedures to participants in advance, so that x
they are informed about what to expect? A copy of this must be attached to this
application
2 Will you tell participants that their participation is voluntary? x

3 Will you obtain written consent for participation and include within this that they have x
a right to withdraw at any point? A copy of this must be attached to this application
4 If the research is observational, will you ask participants for their consent to being x
observed?
5 With questionnaires, will you give participants the option of omitting questions they x
do not want to answer?
6 Will you tell participants that their data will be treated with full confidentiality and that, x
if published, it will not be identifiable as theirs? This should be evidenced in the
consent form and with a signed copy of UWL‟s data management form, attached to
this application.

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 7 Will you debrief participants at the end of their participation (i.e. give them a brief x
explanation of the study)? A copy of this must be attached to this application
8 Will your project involve deliberately misleading participants in any way? x

9 Is there any realistic risk of any participants experiencing either physical or x

psychological distress or discomfort? If Yes, give details on a separate sheet and state
what you will tell them to do if they should experience any problems (e.g. who they
can contact for help).
10 Does your project involve work with animals? x

11 Do participants fall into any of the Schoolchildren (under 18 years of age) x

following vulnerable groups?
People with learning or communication x
difficulties

Note that you may also need to Patients x

obtain satisfactory DBS clearance
(or equivalent for overseas People in custody x
students).
People engaged in illegal activities (e.g. x
drug-taking)
Any other groups who could be reasonably x
argued as representing any form of
vulnerability – please specify

12 Will you be accessing materials which may be considered security-sensitive under the x
Counter Terrorism Act (2015)?

[Note: N/A = not applicable]

There is an obligation on the researcher to bring to the attention of the School

Ethics Panel any issues with ethical implications not clearly covered by the
above checklist.
PLEASE TICK EITHER BOX A OR BOX B BELOW AND PROVIDE THE DETAILS (if box B is ticked)
IN SUPPORT OF YOUR APPLICATION.

Please tick

A. I consider that this project has no significant ethical implications to be brought before the School x
Ethics Panel.

B. I consider that this project may have ethical implications that should be brought before the School
Ethics Panel, and/or it will be carried out with children or other vulnerable populations.
Provide the details here if Box B is ticked
I have discussed with my supervisor on any potential ethical issues relevant to my
research project as part of my preparation for this module.

Signed ___Hiruni__________________Print Name _W. L Hiruni Aroshi Jayanath____________________

Date _25/10/2022______________

(Student)

Signed ___________________________ Print Name __Mr. Marceline Alexander____________________

Date _25/10/2022______________

(Supervisor)

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 Research Project outline

Introduction to the research project

Organization background
Siyarata Pawn Center is a well-established and reputed Sri Lankan financial company and
It started in 2006 by Mr. W. D Premadasa. While its main branch is located in
maharagama, Sri Lanka, it has over 12 branches all over the country. For this research,
the customer base in maharagama siyarata branch is chosen to study of the factors
influencing customer satisfaction in Siyarata Pawn Center. For the maharagama branch, It
has over 40 customers who avail their services on a daily basis.

Problem statement
Problem statement: “Measuring customer satisfaction on gold pawning in maharagama
branch”

In relation to the expectations of its consumers, the corporation has struggled to

comprehend the level of client satisfaction. Google reviews indicate that some clients are
not happy with the service they received. Each and every two weeks, 8 to 12 complaints
are received. Additionally, they have good reviews. Some clients have expressed great
satisfaction with their services. To further explain the issue with the research, less
people have visited the pawning center as a result of the rise in customer complaints
about the staff's customer service. Concerns about the interest rate and service quality
have been expressed by the consumers. Therefore, the study will focus on which factor
influence customer satisfaction of siyarata pawn center.

Problem justification
To make the business profitable and to be able to survive in the long run, the customers
of the company must be satisfied. By performing customer satisfaction surveys, the
business will be able to get client feedback regarding both good and negative insights,
evaluate their service, and identify the elements that influence customer happiness at the
Siyarata Pawn Center. After conducting the preliminary research, the author was able to
realize that, despite the fact that customers had provided feedback, much of it had been
unfavorable, the management was unsure of how to address this persistent problem, and
that failing to comprehend their current relationship with the customers was a pressing
issue that needed to be researched.
Research aim
The goal of the research study is to examine customer satisfaction at a siyarata pawn
center while having a thorough understanding of the business issue. The researcher can
determine the factors contributing to customer satisfactions and how to provide better
service make the client base more satisfied and to retain them in the organization in the
long run. The research is also intended to examine the results of the data that will be
gathered and to suggest efficient approaches and fixes for the business issue.

Research objectives
The objectives of this research developed are as follows,
• To determine the aspects of a siyarata pawn center that could affect client
satisfaction.
• To determine and assess the existing level of customer satisfaction at the Siyarata
Pawn Center in light of the deemed contributing variables.
• To study the relationship between each perceived factor with the current customer
satisfaction level in siyarata pawn center.
• To conclude findings and recommend solutions to improve customer satisfaction in
siyarata pawn center.

Research questions
The research's questions were developed in accordance with its goals, and the research's
findings will be used to address the questions.
1. What are the main elements that contribute to client happiness at a Siyarata Pawn
center?
2. To what extent and in what ways does each perceived aspect affect customer
satisfaction at the Siyarata Pawn Center?
3. What is the relationship between each perceived factor with the current customer
satisfaction level in siyarata pawn center?
4. What are the effective strategies that can be provided to siyarata pawn center to
resolve the current problem?

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 Data and Method

Data Collection - Data collection will

be onlinesurveys.ac.uk (Questionnaire). All questionnaires will be completed
anonymously. The researcher will not know who has completed each questionnaire. All
information collected about customers during the course of the research will be kept
strictly confidential. there is no aspect invading customers privacy.
Research Philosophy - Positivism model of philosophy
Research approach -Deductive approach
Research design -Descriptive study
Sample - Sample consist with 70 customers. This sample was chosen using a strategic
method . That method of sampling called non-probability. That will contribute to very
accurate study results. Moreover, these 70 individuals represent the whole population.
Siyarata pawn center have different interest rates. „ 4%, 3%, 2.5%, 1%‟ This 100 people
sample consist with all these interest rates. They have various needs and come from
different social classes and financial levels. So, that is a more accurate method of
measuring satisfaction.
Sample Geographical dispersion –Siyarata pawn center mahargama branch
customers
Sampling Technique/ Strategy -Random Sampling. I intend to visit the maharagama
branch for one or two days. Customers visiting the maharagama branch will receive a
tablet or phone from me, along with instruction to complete an online survey.
Research materials -Journals/Google/Books

Analysis
Quantitative analysis will be used for this research. Further, SPSS is the mode of
analytical technique to be used. Bar charts and Pie charts will be used to depict the data
collected and analysis. Further, reliability, correlation, and regression analysis is
conducted to draw generalizable conclusions.
 Section B: TEMPLATE /EXAMPLE OF
CONSENT FORM
[Student to insert Informed Consent Form in this section]

Questionnaire to the customer: -

This questionnaire asks questions about customer satisfaction towards Siyarata pawn center
in maharagama branch. It will take you few minutes to be answered. The questionnaire
allows you to express your opinion about your experiences anonymously (i.e. your name is
not required and will not be communicated to any third party). By answering the questions,
you will identify the research strengths and weaknesses, and help the researcher to identify
the steps needed to improve the collaboration process.

Research title: A Study of the Factors Influencing Customer Satisfaction in Siyarata Pawn Center
(Maharagama branch)

Research Aim: The research study aims to study customer satisfaction in a pawn center
with an in-depth understanding of the company problem. The researcher can determine the
factors contributing to customer satisfactions and how to provide better service make the
client base more satisfied and to retain them in the organization in the long run. The
research is also intended to examine the results of the data that will be gathered and to
suggest efficient approaches and fixes for the business issue.

Confidentiality of Data collection:

There is no right or wrong answer to the questions. Thoughtful and honest responses will
give the most valuable information. Kindly answer every question by tick the correct option
that accurately represents your opinion on each of the statements. You can skip any
questions or stop at any point. The responses you provide may be used in the researchers
final year dissertation, direct quotes may be taken from the material but will remain
completely anonymous. All information collected about you during the course of the
research will be kept strictly confidential.

Name of researcher: Willigoda Liyanage Hiruni Aroshi Jayanath

Contact details: 21575657 @student.uwl.ac.uk

Best regards,

The Researcher.

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Section C: [Student to sign the form below]
DATA MANAGEMENT AND STORAGE STATEMENT

All applicants should familiarise themselves with the Data Protection Act 1998, and adhere
to its principles in all aspects of their research:

http://www.uwl.ac.uk/sites/default/files/Departments/About-us/Web/PDF/policies/policy-on-
data-protection.pdf

Research data covers a broad range of types of information (see examples below), and digital
data can be structured and stored in a variety of file formats.

EXAMPLES OF RESEARCH DATA

Some examples of research data:

Documents (text, Word), spreadsheets

Laboratory notebooks, field notebooks, diaries

Questionnaires, transcripts, codebooks

Audiotapes, videotapes

Photographs, films

Test responses

Slides, artefacts, specimens, samples

Collection of digital objects acquired and generated during the process of research

Database contents (video, audio, text, images)

Models, algorithms, scripts

Contents of an application (input, output, logfiles for analysis software, simulation software,
schemas)

Methodologies and workflows

Standard operating procedures and protocols

As a student or member of staff undertaking a research project, I understand that I am
responsible for the following:

 The security and confidentiality of all data collected

 Mitigating all risks to anonymity, privacy and confidentiality posed by all kinds of
personal information storage, processing, including computer and paper files, e-mail
records, audio and video files, and any information that directly identifies an
individual. It is recommended that data be anonymised at the point of collection.

I will ensure that:

 Data and codes and all identifying information will be kept in separate locked filing
cabinets/files and working files will contain no identifying information, and will only be
accessed by one or two persons

 All audiotapes will be transcribed using codes or pseudonyms for identification of

individuals and destroyed upon completion of the research project

 Access to computer files will be available by password only

 Research data will be stored for up to 5 years after the end of the project, after
which they should be disposed of safely.

Name: Willigoda Liyanage Hiruni Aroshi Jayanath

Date: 25/10/2022

Student ID: 21575657

Project title: A Study of the Factors Influencing Customer Satisfaction in Siyarata

Pawn Center (Maharagama branch)

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Section D: Template/Example of Participant Information Sheet
Project Title: A Study of the Factors Influencing Customer Satisfaction in Siyarata Pawn
Center (Maharagama branch)

Thank you for your interest in participating in this research. The purpose of this sheet is to
provide you with the information you need in order to decide whether to participate in this
study. Before you decide to participate, please read the following information carefully. It
will give you a brief overview of the research, and explain what participation means for you.

What is this research about?

The research study aims to study customer satisfaction in a siyarata pawn center with an in-
depth understanding of the company problem. The company has been struggling to
understand its customer satisfaction level , with regard to the expectations of its customers.
According to Google reviews some customers are dissatisfied with the service provided.
Approximately 8-12 complaints every two weeks are being received. Therefore, this research
will focus on which factor influence customer satisfaction of siyarata pawn center.

The objectives of this research developed are as follows,

• To determine the aspects of a siyarata pawn center that could affect client
satisfaction.

• To determine and assess the existing level of customer satisfaction at the Siyarata
Pawn Center in light of the deemed contributing variables.

• To study the relationship between each perceived factor with the current customer
satisfaction level in siyarata pawn center.

• To conclude findings and recommend solutions to improve customer satisfaction in

siyarata pawn center.

The research has received formal approval from the University Research Ethics Committee
(UREC). If you have any concerns about the conduct of the investigator or any other aspect
of this research project, please contact Mr. Marceline Alexander ([email protected]).

Who is doing the research?

The principal investigator for this research is Hiruni Aroshi Jayanath, a student at the
University of West London and Claude Littner Business School. If you have any further
questions about the research or your potential participation, feel free to contact me by
phone (0702066165) or email (21575657 @student.uwl.ac.uk ).
Who can take part?

Customers who are pawning their gold at Siyarata pawn center can participate this research
questioner. It is your decision whether you take part of not. If you do decide to take part
you will be given this information sheet to keep. You can withdraw at any time without
giving a reason and without it affecting any benefits that you are entitled to. There are no
immediate benefits for those people participating in this research.

What do you need to do?

After reading this information sheet you can accept the question “do you consent to this
questionnaire?” at the beginning of the questionnaire and continue to complete it.
The time spent to complete the questionnaire is up to you. There are some very quick short
questions and some which take a little more time and thought to complete. Please answer
all questions applicable to you. However if there are any questions you do not wish to
answer just leave them blank.

What will happen to the information that you give?

All questionnaires will be completed anonymously. The researcher will not know who has
completed each questionnaire. The research will only be seen by the researcher and her
project tutors. The responses you provide may be used in the researchers final year
dissertation, direct quotes may be taken from the material but will remain completely
anonymous.

Will everything you say be kept confidential?

All information collected about you during the course of the research will be kept strictly
confidential. Your name will be replaced with a participant number and it will not be possible
for you to be identified in any published reporting of the data. All data will be kept on the
researchers‟ computer that is password-protected. All information collected from you will
be destroyed within 18 months of the research taking place.

What if you change your mind about taking part?

Participation in this research is voluntary. You are not obliged to take part and are free to
withdraw at any time. Should you choose to withdraw from the study you may do so without
disadvantage to yourself and without any obligation to give a reason. (or as appropriate)

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Section E: A copy/draft of your Questionnaire/or Interview guide
Please insert a draft of your questionnaire/or interview guide

I, W. L. H. A Jayanath, a student following BA(HONS) International Business

Management in University of West London, I am required to undertake a research as
a partial fulfilment to complete the above mentioned degree.

My topic is: A Study of the Factors Influencing Customer Satisfaction in Siyarata

Pawn Center (Maharagama branch)

The purpose of this research is to study customer satisfaction in a Siyarata pawn

center with an in-depth understanding of the company problem.

It should be noted that the research carried out by me is purely for my research and
this is not used to create any harm to any person/company the participation in filling
this questionnaire is completely voluntary. Further, I am very much obliged if you
could fill out the statement of consent by participant before filling in the questionnaire
in order to identify your status of atomicity and confidentiality. So, please having
considered the above factors, be good enough to fill in the following questions to
complete my research successfully.

Thank you,
W. L. H. A Jayanath.
21575657 @student.uwl.ac.uk

Fill out with a (Tick) mark

Part A

1. Gender
Male Female

2. Age
20-30 30-45
45-60 Above 60

3. Monthly Income
Below Rs. 20,000 Rs.20,000-Rs.30,000
Rs.30,000-Rs. 50,000 Above Rs. 50,000

4. Occupation
Professional Salaried
Self-Employed House-Wife
5. How many times in a year you have emergency need of money
Less than 2 times 2-4 times
4 to 6 times More than 6 times

6. Purpose of taking Gold Loan

Family Requirement Medical Requirement
Education Fee Other

Part B

Put a (Tick) to mark your choice

1- Strongly Disagree (SD)
2- Disagree (D)
3- Neutral (N)
4- Agree (A)
5- Strongly Agree (SA)

SD D N A SA
Documentation process is easy
Less document required for gold loan
Gold loan approval is faster
Gold loan interest rate is affordable
Staff behaviour is good
Response from staff is faster
Problem solving time is convenient
Problem solving skill and behaviour staff is
good
Insurance policy on gold provides high level
of assurance of gold
Locker facility is trustworthy
Services provided with gold loan is good(
gold insurance, accident insurance)
Loan closing system is faster

19. Will you refer to others for gold loan

Yes No

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Section F: A letter of consent from third-party organisation (if
applicable)