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Title Page
Contents
ABSTRACT 12
CHAPTER 1. INTRODUCTION 14
1.1. Research background and motivations 14
1.2. Research objectives: 14
1.3. Research project: 15
1.4. Research procedure: 16
1.5. Structure of this study 17
CHAPTER 2. LITERATURE REVIEW 19
2.1. Context and Scene Setting 19
2.2. Service quality 20
2.3. SERVQUAL Scale 21
2.4. SERVPERF Scale 26
2.5. Customer satisfaction: 28
CHAPTER 3. RESEARCH DESIGN AND METHODOLOGY 32
3.1. Research model 32
3.2. Contruct measure: 33
3.2.1. Information of respondents: 34
3.2.2. Service quality: 34
3.2.3. Customer satisfaction: 34
3.3. Hypothesis: 36
3.3.1. Relationship between customers' profile and customer's perception on service quality: 36
3.3.2. Relationship between service quality factor and customer satisfaction: 37
3.4. Questionaire design: 37
3.5. Sampling plan: 38
3.6. Data analysis procedures: 38
3.6.1. Descriptive statistics analysis: 38
3.6.2. Factor analysis: 39
3.6.3. Reliability of the measurement variables: 39
3.6.4. Analysis of variance: 40
3.6.5. Correlation and multiple regression analysis: 41
CHAPTER 4. RESEARCH ANALYSIS AND RESULTS 43
4.1. Descriptive analysis 43
4.1.1. Data collection: 43
4.1.2. Characteristics of respondents: 43
4.1.3. Measurements results of research variables 45
4.2. Factor analysis: 48
4.2.1. Sevice quality: 49
4.2.2. Customer Satisfaction: 57
4.3. Reliability tests 59
4.3.1. Association between the profile of the customer and their level of perception on service quality 63
4.3.2. Regression Analysis Results 64
CHAPTER 5. CONCLUSIONS AND SUGGESTIONS 69
5.1. Conclusions and implication 69
5.2. Research limitations: 73
REFERENCES 74
APPENDICES 76
[Table 4-1] Profile of sample 44
[Table 4-2] Descriptive statistics of research variables 45
[Table 4-3] Result of KMO and Barlett test 48
[Table 4-4] Tangibiliy factor analysis: Total Variance Explained 49
[Table 4-5] Tangibiliy factor analysis: Component Matrix 50
[Table 4-6] Reliability factor analysis: Total Variance Explained 51
[Table 4-7] Reliability factor analysis: Component Matrix 52
[Table 4-8] Responsiveness Factor analysis : Total Variance Explained 53
[Table 4-9] Responsiveness factor analysis: Component Matrix 54
[Table 4-10] Assurance factor analysis: Total Variance Explained 54
[Table 4-11] Assurance factor analysis: Component Matrix 55
[Table 4-12] Empathy factor analysis: Total Variance Explained 56
[Table 4-13] Empathyfactor analysis: Component Matrix 57
[Table 4-14] Service Quality factor analysis: Total Variance Explained 57
[Table 4-15] Service Quality factor analysis: Component Matrix 58
[Table 4-16] Reliability Analysis of Research Variables 59
[Table 4-17] Factor Analysis of Research Variable 60
[Table 4-18] Association between the Profile of the Customer and their level of perception on Service Quality 64
[Table 4-19] Correlations matrix 65
[Table 4-20] ANOVA 66
[Table 4-21] Model Summary 67
[Table 4-22] Coefficient 67
[Table 5-1] Summary of Hypothesis testing 70
[Table 5-2] Summarized result of analysis of association between customer profile and customers' perception about service quality 71
[Figure 1-1] Conceptual Framework 15
[Figure 1-2] Research procedure 16
[Figure 3-1] Research Model 33
초록보기 더보기
This study examines the impact of Service quality on Customer satisfaction in Supply water service by applying SERVPERF scale. A total of 150 customers in Quang Ngai who used clean water were interviewed on convenient basis for the above purpose. Tools like Exploratory factor analysis, Analysis of variance, Multiple Regression analysis are carried out and the result revealed that out of five service quality factors considered. Assurance is having a highest Mean score of SERVPERF (P) score and Supply water company should concentrate on Responsiveness as it has the least mean score of SERVPERF. Regarding the association between the Demographic variables and the service quality factors, the results reveal that the demographic characteristics influences on the research variables in the context of Supply water's service. It is also observed that there is a significant association found between four items of the Service quality factors ( Tangibility, Reliability, Responsiveness, Empathy) and the customer satisfaction. While analyzing the antecedents of Customer satisfaction and the Service quality factors, factors like Responsiveness, Tangibility and Empathy are significantly influenced and also explained respective percentage of relevant changes in the Independent variables consider.
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