CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF ...

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TABLE <strong>OF</strong> CONTENTS (Continued) Chapter Page 2 (continued) Customers� Satisfaction ��. 15 Definitions of Customers� Satisfaction �� 15 Customers� Expectation ��. 16 Definitions of Customers� Expectation �� 16 Disconfirmation Theory ��.. 17 Previous Studies�� 19 3 RESEARCH METHODOLOGY Subjects�� 22 Research Instruments��. 22 Procedures��... 23 Data Analysis�� 24 4 FINDINGS AND DISCUSSION Personal Data of the Respondents ��.��... 27 Level of Customers� Expectation and Perception towards Service Quality ��... 30 Comparing Differences between Customers� Expectations and Perception Level��. 37
TABLE <strong>OF</strong> CONTENTS (Continued) Chapter Page (continued) 5 CONCLUSION Conclusion ��. 42 Implications of the Study ��.. 43 Limitations of the Study ��. 43 Recommendations for Further Studies ��... 44 REFERENCES..�� 46 APPENDICES �� 51 Appendix A: Questionnaire Appendix B: Permission Letter VITAE �� 56
Page 1 and 2: CUSTOMER SATISFACTION TOWARDS SERVI
Page 3 and 4: CUSTOMER SATISFACTION TOWARDS SERVI
Page 5 and 6: ��
Page 7 and 8: The master�s project advisor, cha
Page 9: TABLE OF CONTENTS Chapter Page 1 IN
Page 13 and 14: LIST OF FIGURE Figure Page 1 Expect
Page 15 and 16: In addition, Watt (2007) stated tha
Page 17 and 18: Objectives of the Study The objecti
Page 19 and 20: CHAPTER 2 LITERATURE REVIEW This ch
Page 21 and 22: 4. Front cashiers record guests�
Page 23 and 24: hotel. As Harrington, and Akehurst,
Page 25 and 26: tangibility, reliability, responsiv
Page 27 and 28: guests. Example 1: The guests expec
Page 29 and 30: performance (or outcome) in relatio
Page 31 and 32: Disconfirmation theory was declared
Page 33 and 34: measure service quality of Croation
Page 35 and 36: CHAPTER 3 RESEARCH METHODOLOGY In t
Page 37 and 38: ambiguous. The management also sugg
Page 39 and 40: Table 1 Personal data of Respondent
Page 41 and 42: Table 2 shows that overall satisfac
Page 43 and 44: promised and resolved problems prom
Page 45 and 46: Table 5 Customer satisfactions conc
Page 47 and 48: housekeeping notifies them of any d
Page 49 and 50: Table 8 demonstrates the gap betwee
Page 51 and 52: other hand, only 5% of respondents
Page 53 and 54: perception was higher than expectat
Page 55 and 56: REFERENCES
Page 57 and 58: Dabholkar, P.A., Thorpe, D.I. & Ren
Page 59 and 60: Morrison, Alastair M. (1989). Hospi
Page 61 and 62:
APPENDICES
Page 63 and 64:
Questionnaire This questionnaire is
Page 65 and 66:
Dimensions Level of Expectation Lev
Page 67:
APPENDIX B PERMISSION LETTER 54
Page 70:
Name: Alin Sriyam Date of Birth: 11
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CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF ...

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