Title Page

Abstract

Contents

Chapter 1. Introduction 10

1.1. Study Background 10

1.2. Research Problem 12

1.3. Research Question and Purpose of Research 15

Chapter 2. Theory and Literature Review 16

2.1. Stakeholders Management 16

2.2. Service Quality 17

2.3. Customer Satisfaction 20

2.4. SERVQUAL 22

2.4.1. SERVQUAL in Public Sector Practices 25

2.5. Importance-Performance Analysis Matrix 30

2.6. Text Mining 32

Chapter 3. Research Method 35

3.1. Research Framework 35

3.2. Population and Sample 36

3.3. Data Collection 40

3.4. Data Analysis 42

Chapter 4. Data Analysis and Results 45

4.1. Main Study Findings 45

4.1.1. Respondents' Demographic Characteristics 45

4.1.2. Descriptive Analysis 47

4.1.3. Reliability And Validity Analysis 57

4.1.4. Pearson's Correlation Analysis 58

4.1.5. ANOVA Testing 59

4.1.6. Hypothesis Testing 60

4.2. Discussion 62

Chapter 5. Conclusion and Recommendation 75

5.1. Conclusion 75

5.2. Recommendation 76

5.3. Limitation of Study 78

Bibliography 79

Appendix 85

국문초록 90

Table 1. List of Stakeholders 37

Table 2. List of Respondent from Commission IX of the House of the Representatives 39

Table 3. Operationalization of Variables 41

Table 4. Respondents' Demographic Characteristics (n＝78) 46

Table 5. Reliability Descriptive Analysis (n＝78) 47

Table 6. Assurance Descriptive Analysis (n＝78) 49

Table 7. Tangibles Descriptive Analysis (n＝78) 50

Table 8. Empathy Descriptive Analysis (n＝78) 52

Table 9. Responsiveness Descriptive Analysis (n＝78) 53

Table 10. The Average Dimension and Satisfaction Score Based on the Demographic Characteristics of the Respondents (n＝78) 55

Table 11. Reliability and Validity tests (n＝78) 57

Table 12. Pearson's Correlation for Independent and Dependent Variables 59

Table 13. ANOVA Test Result 60

Table 14. Multilinear Regression Result 60

Table 15. Regression Statistics 61

Figure 1. SERVQUAL Five Dimensions 23

Figure 2. Adaptation of Importance-Performance Matrix 31

Figure 3. Research Framework 35

Figure 4. Reliability Importance-performance Matrix 48

Figure 5. Assurance Importance-performance Matrix 50

Figure 6. Tangibles Importance-performance Matrix 51

Figure 7. Empathy Importance-performance Matrix 53

Figure 8. Responsiveness Importance-performance Matrix 54

Figure 9. Matrix of Average Score of Each Dimension 56

Figure 10. Reliability One and Two-words Cloud 64

Figure 11. Assurance One and Two-words Cloud 66

Figure 12. Tangibles One and Two-words Cloud 68

Figure 13. Empathy One and Two-words Cloud 69

Figure 14. Responsiveness One and Two-words Cloud 70