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Table of contents
CHAPTER 1: INTRODUCTION
1.1. INTRODUCTORY BACKGROUND
1.1.1. Importance of Customer satisfaction
1.1.2. Reasons for researching in this area
1.2. PROBLEM FORMULATION
1.3. RESEARCH QUESTION
1.4. PURPOSE OF THE STUDY
1.5. DELIMITATION
1.6. STRUCTURE OF THE THESIS
CHAPTER 2: LITERATURE REVIEW AND THEORITICAL FRAMEWORK
2.1. CUSTOMER SATISFACTION
2.2. SERVICE QUALITY
2.3. CUSTOMER SATISFACTION AND SERVICE QUALITY
2.4. CONCEPTUAL FRAME WORK
CHAPTER 3: METHODOLOGY
3.1. AUTHOR’S PRECONCEPTIONS
3.2. CHOICE OF SUBJECT
3.3. PERSPECTIVE OF THE THESIS
3.4. RESEARCH PHILOSOPHIES
3.5. RESEARCH APPROACHES
3.6. SAMPLING TECHNIQUE AND STRATIFICATION
3.7. RESEARCH STRATEGY AND DESIGN
3.8. RESEARCH DATA, DATA CAPTURE INSTRUMENT, COLLECTION METHOD
3.9 DATA CLEANING
3.10. DATA ANALYSIS PROCEDURE
3.11. VALIDITY AND RELIABILITY
3.12. ETHICAL CONSIDERATIONS
CHAPTER 4: EMPIRICAL FINDINGS AND ANALYSIS
4.1. UMEA UNIVERSITY
4.1.1. Sample presentation for Umeå University
4.1.2: Variables presentation for Umeå University
4.1.3: Variables and Sample characteristics for Umeå University
4.1.4. Statistical Tests for Umeå University
4.2. ICA ÅLIDHEM CENTRUM
4.2.1 Sample presentation for ICA Ålidhem Centrum
4.2.2. Variable characteristics for ICA Ålidhem Centrum
4.2.3. Variable and Sample characteristics for ICA
4.2.4. Statistical Test for ICA Ålidhem
4.3. FOREX BANK
4.3.1 Sample Characteristics for Forex
4.3.2. Variable presentation for FOREX
4.3.3 Variables and sample characteristics for Forex bank
4.3.4. Statistical Test for Forest Bank
4.4. GROUP PRESENTATION
4.4.1. Group Sample population and Characteristics
4.4.2. Group Variables presentation
4.4.3. Group Variables and Sample characteristics
4.4.4. Statistical Test for Group data
4.5. SUMMARY OF RESULTS FROM THE STUDY
4.6. VALIDITY, RELIABILITY, REPLICABILITY AND GENERALIZABILITY FOR THE STUDY
4.7. DISCUSSION
CHAPTER 5: CONCLUSIONS, IMPLICATION AND SUGGESTIONS
5.1. CONCLUSION
5.2. IMPLICATION
5.3. LIMITATIONS
5.4 SUGGESTIONS FOR FUTURE RESEARCH
REFERENCES
APPENDIX
