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Assessment
of customer satisfaction on service quality at the Vinpearl land
CONTENTS
CHAPTER
1 OVERVIEW
1.1
Introduction
1.2
The necessity of the subject
1.3
Objectives of the study
1.4
Methodology and scope of research
1.5
Practical significance of the subject
1.6
Introduction briefly about amusement parks Vinpearl Land, Nha Trang.
1.7
Structure research
CHAPTER
2 BASE MODEL THEORY AND RESEARCH
2.1
Introduction
2.2
Quality of Service
2.2.1
Definition
2.2.2
Characteristics of services
2.2.3
The perceived gap in service quality
2.2.4
Quality of Service Measurement
2.3
The customer satisfaction
2.4
Service quality and customer satisfaction
2.5
The relevant research.
2.6
Research model and hypotheses
CHAPTER
3 METHODOLOGY
3.1
Introduction
3.2
Study Design
3.3
Adjustment Scale
3.3.1
Measuring service quality SERVQUAL
3.3.2
Measure customer satisfaction
3.4
Official Research
3.5
Summary
CHAPTER
4 FINDINGS
4.1
Introduction
4.2
Description of the sample
4.3
Clean Data
4.4
Preliminary Assessment Scale
4.5
Cronbach alpha reliability coefficient
4.5.1
Scale factors affecting users
4.5.1.1
rating scales into the "trusted"
4.5.1.2
Rating scale components "meet"
4.5.1.3
Rating scales into the "ability to serve"
4.5.1.4
Rating scale components "sympathetic"
4.5.1.5
Rating scale components "tangible medium"
4.5.1.6
Rating scale component "cost"
4.5.2
Scale of customer satisfaction
4.6
Factor Analysis EFA discovery
4.6.1
Scale components affecting customer satisfaction
4.6.2
Scale of customer satisfaction
4.7
Adjusting the research model
4.8
Implement testing
4.8.1
Analysis of correlation and linear regression
4.8.1.1
Consider the matrix correlation coefficient (r)
4.8.1.2
Inspection of models and hypotheses
4.8.2
Inspection of non-parametric Kruskal - Wallis and testing Bonferroni
4.8.2.1
Descriptive Statistics for Likert scale scales drawn from the
4.8.2.2
Testing
4.9
Summary
CHAPTER
5 CONCLUSIONS AND RECOMMENDATIONS
5.1
Introduction
5.2
Research Results
5.2.1
The measurement model
5.2.2
Theoretical Models
5.3
Recommendation
5.3.1
Solutions for "tangible medium"
5.3.2
Solutions for "ability to serve"
5.3.3
Solutions for "image"
5.3.4
Solutions to the 'cost'
5.3.5
Solutions for "trust"
5.3.6
Solutions for "empathy"
5.4
Limitations of the study and directions for further research
REFERENCES
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