DEPARTMENT APPLIED MANAGEMENT (DAM)

3. REFERENCE MATRIX TABLE

Please use the headings in the top line in the table below to assist you with identifying the
main points and gaps in knowledge in your chosen topic field; integrating the literature for
your proposed study (i.e. later, in your literature review, what several authors are saying can
be said once, with all their names cited after that sentence or paragraph); and identifying your
headings and sub-headings for your future literature review. If you already know your main
headings, you can create a separate table for each heading. If you don’t, work on one table
and as you read and complete the table, you will find the main points emerging, which can
then become your headings and sub-headings when you write up your preliminary literature
review in your proposal. Remember that these headings and sub-headings must clearly
link back to your research objectives.

Once you have completed this exercise, you should be familiar enough with the literature to
be able to formulate a problem statement, primary research objective and secondary
research objectives.

In your final outline/proposal/dissertation/thesis, when you discuss your findings, you will
RETURN to your literature review and see how your findings agree/differ with other authors.
We call this literature control.

Here is an example of a reference matrix table for a study on the topic of service quality and
retention in tourism:

Year
Authors Article title Main points Gaps Thoughts
published
Service Quality in Tourism
Pakdil, F & 2007 Expectations  Dimensions: Other theory on  Investig
Aydin, O. and “responsiveness” the service ate WHY
perceptions in was the most quality quality
airline important dimensions: It dimensions
services: An dimension, while seems that used in
analysis using “availability” was the quality evaluating
weighted least important. dimensions (airline) service
SERVQUAL  New dimensions: used in vary
scores image & availability evaluating extensively
 Independent airline service  Can the
variables: vary extensively, same
passenger but can be dimensions be
education level classified applied in
affect expectation comprehensivel other tourism
and perception y within the sectors?
SERVQUAL
Service quality link dimensions
with retention:
Passengers’ past
experiences has shown

1
 to be the most important
reason in selecting an
airline firm. For airline
firms this indicates how
crucial it is to retain the
old customers and
increase customer
loyalty, supporting the
SERVQUAL model.

Service Quality in other industries

Year
Authors Article title Main points Gaps Thoughts
published
Satisfaction in Tourism

Satisfaction in other industries

Year
Authors Article title Main points Gaps Thoughts
published
Retention in Tourism

Retention in other industries