SERVICE QUALITY OF MANG INASAL AYALA MALL MARIKINA

HEIGHTS, MARIKINA CITY:

BASIS FOR IMPROVED SERVICE DELIVERY
A thesis submitted

ADMINISTRATION MAJOR IN MARKETING MANAGEMENT

By
Cabansag, Catherine Nicole A.
Jovellano, Angela B.
Patingo, Ailene F.
Bangcaray, Gil D.
Tasarra, Aiza M.

to

PAMANTASAN NG LUNGSOD NG MARIKINA

In Partial Fulfillment of

The Requirement for the

Degree of

BACHELOR OF SCIENCE

in

BUSINESS ADMNISTRATION
CONTENTS

Title page ................................................................................................................... i

Table of Contents ....................................................................................................... ii

List of Figures ............................................................................................................ iii

List of Table ................................................................................................................ iii

CHAPTER I PROBLEM AND ITS BACKGROUND

Intrduction........................................................................................................... 1

Background of the Study………….…………………………………..……… 4

Related Literature…………………………………………………….....……... 5

Theoretical Framework…………………………………………………......… 16

Conceptual Framework………………………….………………………..…… 17

Statement of the Problem ……………………………………………..…….… 18

Significance of the study……………………………..…………..……...…….. 19

Scope and Limitations………………………………….…………..………….. 20

Definition of Terms ………………………………….……………………… 20

CHAPTER II METHODOLOGY

Research Design……………………………………….…………..…………. 23

ii
 Participants……………………………………………………..…….……… 24

The instrument……………………………………………………………….. 25

Data Gathering Procedure……………………………………………………. 26

Data analysis tool ……………………………………………...…..……………27

Reference ………………………………………………………………………..…. 26

List of Figure

Figure 1.1 …………………………………………………………………. 16

Figure 1.2…………………………………………………..…………………17

List of Tables

Likert Scale…………………………………………………………………….29

iii