List of Abbreviations
Chapter 5: Research Methodology
5.8 Research methods for data collection
This study involved twelve organisations (CEOs) located in nine cities across four provinces. In each CEO, the researcher took samples from employees at all levels, potentially resulting in a large number of participants. In order to meet the objective of this study, which required a large number of samples, the researcher chose the survey as the main data collection method. Apart from the survey as primary data, this study also utilises secondary data from the respondent organisations. Saunders et al. (2003) distinguished between three types of secondary data: documentary, multiple source and survey. Following this classification, the present study collected documentary data such as the organisations’ demographics, websites and strategy maps. In terms of multiple source data, this study collected OP reports (compiled from 2009 to 2016). Lastly, with respect to survey data, this study collected organisational customer satisfaction reports (compiled from 2013 to 2016).
For the main data, the researcher used a self-administered questionnaire that originated from the adoption and adaptation of questions used in previous questionnaires as well as the development of new questions (Bourke and Clark 1994, cited in Saunders et al. 2003). The process of designing the questionnaire for this study is illustrated in Figure 5.1.
Figure 5.1 Questionnaire development flow
Source: Researcher’s work
Literature review
Designing the questions
Determining the measurement
scale
Piloting the drafted questionnaire
Refining the questionnaire
Research questionnaire
ready to use
115 5.8.1 Questionnaire development
Collis and Hussey (2014) identify a questionnaire as a list of carefully structured questions chosen after considerable testing with a view to eliciting reliable responses from a particular group of people. The survey questionnaire used in this study covers the subjects of BSC implementation, OC and PSM. BSC implementation is represented in the questionnaire by the five SFO principles as proposed by Kaplan and Norton (2001c): strategy translation, strategy alignment, strategy as everyone’s everyday job, strategy as a continuous process, and leadership involvement.
The BSC implementation statements in the questionnaire were developed by the researcher based on the elements of each SFO principle (see Kaplan and Norton 2001) and the 2012 SFO survey of the MoF of Indonesia. In terms of the OC items, this research uses the nine-item questionnaire developed by Balfour and Wecshler (1996) and Srithongrung (2011). PSM is represented by the five-item questionnaire developed by Brewer and Shelden (2000) and Kim (2005).
5.8.2 Questionnaire rating scale
Hussey and Hussey (1997) noted that one of the more frequently used scales in questionnaires is the Likert scale. The authors explained that in the Likert scale, the questions are turned into statements and research participants are asked to determine their level of agreement with each statement by choosing from the numbers in the scale. The questionnaire in this study used a 7-point Likert scale, with 1 representing ‘strongly disagree’ and 7 representing ‘strongly agree’.
5.8.3Questionnaire refinement
As highlighted by Saunders et al. (2003) and Collis and Hussey (2014), piloting a drafted questionnaire is an essential phase with benefits for both respondents and researchers. For respondents, piloting ensures that completing the questionnaires
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will be unproblematic. Meanwhile, the benefit to researchers is in the ease of recording the data (Saunders et al. 2003). This study piloted the drafted questionnaire with groups of respondents composed of both employees at the DGCE and experts. Following Bryman (2015), the piloting was not carried out with employees who work at the offices that would be engaged in the main study. The drafted questionnaires were sent to fourteen employees from several offices in the DGCE excluding the targeted organisations. The drafted questionnaires were also sent to three experts: two from the University of Manchester (one statistician and one research fellow) and one manager from a management consulting agency in Jakarta, Indonesia. The feedback received from the participants in the piloting was used to refine the drafted survey questionnaire. Thus, the output of this phase was the final, ready-to-use research questionnaire for the main study. Details regarding the pilot study are discussed in Section 5.9 of this chapter.
5.8.4 Questionnaire distribution and collection
Due to time constraints and the ability to reach targeted respondents from the respondent organisations, this study utilised the group distribution method, a low- cost method yielding a high probability of response from research participants (Collis and Hussey 2014). For the present study, the researcher contacted the responsible party in each office to ask about the possibility of taking the time in their routine meetings to distribute the survey questionnaires. During the meetings, the researcher explained the purpose of the research, the research process, the rights of the research candidates, how to complete the questionnaires, and how to submit the completed questionnaires (by either submitting directly to the researcher in the meeting or later to the performance manager).
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With regard to questionnaire collection, all participants submitted their completed questionnaires to the General Affairs Section of the office. This section is administered by the person in charge or the researcher’s contact person in each of the offices. At the agreed time, the researcher visited each of the respondent organisations to collect the completed questionnaires individually from the General Affairs Section.