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Table Of Contents

2.1 Introduction
2.2 Definition
Authors Definition of Quality
Authors Definition of Service
2.2.3 Service Quality
Table 2.3: Definition of Service Quality
Authors Definition of Service Quality
2.2.4 Customer Satisfaction
Table 2.4: Definition of Customer Satisfaction
Authors Definition of Customer Satisfaction
2.2.5 Expectation
2.2.6 Perception
2.3 Quality Dimensions
Table 2.11: Service Quality Determinants‟ Ten Dimensions
2.5 SERVQUAL
2.5.2 SERVQUAL Instrument
Figure 2.1: Gaps Model of Service Quality
2.6 Customer Satisfaction Measurement
3.1 Introduction
3.2 Research Design
3.3 Conceptual Framework
3.4 Data Collection Methods
3.4.1 Primary Data
3.5 Research Instrument
3.5.1 Section A: Demographic Data
Table 3.1: 22-Item List with SERVQUAL 5 Dimensions
3.5.3 Section C: Customer Satisfaction
Table 3.3: 7-Point Likert Scale of Customer Satisfaction
3.6 Population and Sampling
Table 3.4: Determining Sample Size from a given Population
3.7 Data Analysis
Table 3.5: Method of Analysis for Objectives Research
No Objectives Research Method of Analysis
3.7.1 Descriptive Analysis
3.7.2 Correlation Analysis
Table 3.7: Interpretation of Pearson or Spearman’s r Value
4.1 Introduction
4.2 Demographic Data
Table 4.2: Frequency Distribution of Respondents based on Location
4.2.4 Frequency of Usage
4.3 Service Quality Perception
4.4.4 Customers’ Perception on Assurance
4.4.5 Customers’ Perception on Empathy
4.5 Service Quality Expectation
4.6.5 Customers’ Expectation on Empathy
5.2.1 Level of Service Quality
5.2.2 Customer Satisfaction
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Laujiali Thesis

Laujiali Thesis

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Published by Lim Haisze

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Published by: Lim Haisze on Apr 27, 2012
Copyright:Attribution Non-commercial

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08/17/2013

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