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Factors
impacting on customers' satisfaction in express courier service a case study of
ems service in HCM
TABLE
OF CONTENT
ACKNOWLEDGEMENTS
ABSTRACT
CONTENTS
LIST
OF TABLES
LIST
OF FIGURES
ABBREVIATION
CHAPTER
1 - INTRODUCTION
1.1
COMPANY BRIEF INTRODUCTION
1.2
RESEARCH PROBLEM STATEMENT
1.3
PURPOSE OF THE RESEARCH
1.4
SCOPE OF THE RESEARCH
1.5
SIGNIFICANCE OF RESEARCH
1.6
LIMITATION OF THE RESEARCH
CHAPTER
2 - LITERATURE REVIEW
2.1
DEFINITION OF CONSTRUCT – THE ATTRIBUTES OF ECS
2.2
FACTORS INFLUENCING ON CUSTOMERS’ SATISFACTION
2.2.1
CUSTOMERS’ SATISFACTION
2.2.2
CUSTOMERS’ SATISFACTION AND ITS ANTECEDENTS
2.2.2.1
The relationship between Service Quality and customers’ satisfaction
2.2.2.2
The relationship between Price and Payment and customers’ satisfaction
2.2.2.3
The relationship between Distribution Channel and customers’ satisfaction
2.2.2.4
The relationship between service diversification and customers’ satisfaction
2.3
HOW TO MEASURE CUSTOMERS’ SATISFACTION
CHAPTER
3 – RESEARCH METHODOLOGY
3.1
DATA COLLECTION
3.2
RESEARCH METHOD
3.3
DATA ANALYSIS
CHAPTER
4 – RESEARCH FINDING AND ANALYSIS
4.1
INFORMATION OF CUSTOMERS
4.2
RELIABILITY TEST
4.3
FACTOR ANALYSIS
4.3.1
Factor analysis of Service Quality
4.3.2
Factor analysis of Price and Payment
4.3.3
Factor analysis of Distribution Channel
4.3.4
Factor analysis of Service Diversification
4.4
RESULT OF STUDY
4.4.1
Relationship between customers’ satisfaction and its antecedents
4.4.2
Strongest factor impacting on customers’ satisfaction
CHAPTER
5 - DISCUSSION AND RECOMMENDATIONS
5.1
DISCUSSION
5.2
RECOMMENDATIONS
5.3
LIMITATIONS OF STUDY AND FURTHER RESEARCH
REFERENCES
APPENDIX
1: QUESTIONNAIRE
APPENDIX
2: PRESENTATION OF BUSINESS RESEARCH
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