viii
TABLE OF CONTENTS
CHAPTER TITLE
PAGE DECLARATION
ii
DEDICATION iii
ACKNOWLEDGEMENT iv
ABSTRACT v
TABLE OF CONTENTS viii
LIST OF TABLE
xii
LIST OF FIGURES xiii
LIST OF SYMBOLS xiv
LIST OF ABBREVIATIONS xv
LIST OF APPENDIES xvi
CHAPTER 1 INTRODUCTION
1
1.1 Background of Study
1 1.2
Problem Statement 2
1.3 Research Question
3 1.4
Research Objectives 4
1.5 Hypothesis the Study
4 1.6
Scope, Limitation and Key Assumption 5
1.7 Significance of the Study
6 1.7.1
Organization 6
1.7.2 Managers or Executives
7 1.7.3
Researcher 7
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1.8 Summary
8
CHAPTER 2 LITERATURE REVIEW
9
2.1 Introduction
9 2.2
Service Concepts 9
2.3 Service Quality
10 2.4
SERVQUAL Model and its Dimension 11
2.5 Dimension of this Study
13 2.5.1
Reliability 14
2.5.2 Assurance
15 2.5.3
Tangible 15
2.5.4 Empathy
16 2.5.5
Responsiveness 16
2.5.6 Technical Quality
17 2.6
Customer Satisfaction 17
2.7 Relationship between Service Quality and
19 Customer Satisfaction
2.8 Proposed Theoretical Framework
20 2.9
Summary 21
CHAPTER 3 RESEARCH METHOD
22 3.1
Introduction 22
3.2 Research Design
23 3.2.1
Deductive Approach 23
3.2.2 Descriptive Research
24 3.2.3
Explanatory Research 24
3.3 Mixed Method
25
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3.4 Primary and Secondary Data Sources
26 3.5
Location of Research 27
3.6 Research Strategy
28 3.6.1
Survey Method 28
3.6.2 Questionnaires Method
29 3.6.3
Questionnaires Design 30
3.6.4 Sampling and population
30 3.6.4.1 Sampling Size and Location
31 3.6.4.2 Sampling Element
31 3.7
Time Horizon 31
3.8 Data Analysis
32 3.8.1
Descriptive Analysis 32
3.8.2 Reliability Analysis
32 3.8.3
Cross-Tabulation 33
3.8.4 Pearson Correlation Coefficient Analysis
33 3.9
Validity, Generalizability, and Reliability 33
3.10 Summary
35
CHAPTER 4 ANALYSIS AND DISCUSSION
36
4.1 Introduction
36 4.2
Descriptive Analysis 36
4.2.1 Respondent’s General Information
37 4.2.1.1 Air Pollution Control User
38 4.2.1.2 Duration of Using APC Service
38 4.2.1.3 Average Spending per Month
30 4.2.2
Demographic Question 40
4.2.2.1 Gender 40
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4.2.2.2 Age 41
4.2.2.3 Industry 42
4.2.2.4 Occupation 43
4.2.3 Degree of Satisfaction with overall service
44 4.3
Cross Tabulation 45
4.3.1 Duration Industry
45 4.3.2
Duration Average spending per month 47
4.3.3 Average spending per month Industry
48 4.3.4
Gender Age 49
4.3.5 Gender Occupation
50 4.3.6
Overall Satisfaction of service quality 51
Industry 4.4
Important of Service Quality 52
4.5 Assessment of Service Quality Dimension
53 4.6
Cronbach’s Alpha test of Reliability 60
4.7 Pearson’s Correlation Analysis
60 4.8
Summary of Hypothesis Testing Results 64
4.9 Conclusion
64
CHAPTER 5 CONCLUSION
