Thạc Sĩ A two-factor model for service quality management: The conceptual development and an application to

Table of Contents

Acknowledgement i
Abstract ii
Table of Contents. iii
List of Figures. v
List of Tables. vi
Chapter 1: Introduction. 1
1.1 Rationale of The Research. 1
1.2 Problem Statement 1
1.3 Research Objectives. 2
1.4 Research Framework. 2
1.5 Scope of The Research. 3
1.6 Organization of The Research. 3
Chapter 2: Co-op Mart Introduction. 4
2.1 Background of Supermarket 4
2.2 Co-op Mart Introduction. 6
Chapter 3: Development of Two-factor Model 13
3.1 Review of Multi-attribute Concept 13
3.2 Review of Servqual Model 13
3.3 Review of Kano Model 15
3.4 Proposed Two-factor Model 19
Chapter 4: Research Methodology. 25
4.1 Information Needed. 25
4.2 Target Populations. 25
4.3 Questionnaires Development 25
4.4 Sampling Procedure. 27
4.5 Sample Characteristics. 28
Chapter 5: Findings Analysis and Discussion. 31
5.1 Facility Attributes Analysis. 31
5.2 Goods Attributes Analysis. 34
5.3 Personnel Attributes Analysis. 39
5.4 Policy Attributes Analysis. 42
5.5 Two-factor Model vs. Servqual 46

Chapter 6: Conclusion. 48
6.1 Present Customer Perception. 48
6.2 Improvement Strategy. 49
6.3 Two-factor Model 52
Appendix A: Questionnaire A 53
Appendix B: Questionnaire B 56
Appendix C: Interview Schedule. 59
Appendix D: Data Analysis. 60
Appendix E: Quality Attributes of a Supermarket 74
References. 76