Topic: Service Quality: A Comparison between Domestic and International Airlines

Draft Dissertation

TABLE OF CONTENTS
Chapter-1: Introduction
1.1. Background
1.2. Problem Statement
1.3. Research Aims and Objectives
Chapter-2: Literature Review
2.1. Introduction
2.2. Background Literature on Service Quality
2.2.1 Current View on Service Quality
2.2.2. Conceptual service quality models
2.2.3. Dimensions of service quality
2.3. SERVQUAL
2.3.1. Evolution of SERVQUAL
2.3.2. Model of SERVQUAL
2.4. Customer Satisfaction
2.4.1. Literature for Customer Satisfaction
2.4.2. Measurement of Customer Satisfaction
2.5. Service Quality and Customer Satisfaction in Airline Industry
Chapter-3: Research Methodology
3.1 Purpose of research
3.2 Research Approach

3.3 Research Strategy

3.4. Research Philosophy
3.5 Data Collection Methods
3.5.1 Questionnaires and Interviews
3.6 Sample Selection
3.6.1 Sample Size
3.7 Validity
3.7.1 Face Validity
3.7.2 Content Validity
3.7.3 Concurrent Validity
3.7.4 Construct Validity
3.8 Reliability
Chapter-4: Statistical Analysis
Chapter-5: Discussion and Analysis
Chapter-6: Conclusion
Appendices
Appendix I: References
Appendix II: Questionnaire
Appendix III: Tables