effects of Customer Satisfaction

The effects of Customer Satisfaction as a determining factor in the overall performance in the Airline Industry, focusing on Competitive Advantages

Project description
Topic: The effects of Customer Satisfaction as a determining factor in the overall performance in the Airline Industry, focusing on Competitive Advantages.

Words: 15000

From now on I did the whole Literature Review part, there is around 6500 words, it’s not a final draft yet. But its basically mentioning how is the customer perceptions at the beginning, then how

important is customer satisfaction, and how service quality to enhance customer satisfaction (measuring by SERVQUAL model), and finally sum up customer satisfaction and service quality to

gain competitive advantages.

Now I still missing Chapter 1 (Introduction), Chapter 3 (Research Methodology), 4 (Research Finding) and 5 (Summary), please feel free to make up the relevant Topic names on each Chapter, E.G. in

Chapter 3.0, 3.1 Purpose of research, 3.2 Research Approach, 3.3Data Collection… and so on.

Chapter 1.0 – Introduction
Please feel free to make up some relevant sub-title in this Chapter, such as 1.1 Background, 1.2 Problem Definition, 1.3 Purpose and Research Question and so on.

Chapter 3.0 – Methodology
What research method you think its most efficiency and suitable (such as Questionnaire or Interview)? My supervisor was recommended me that using Interview before, but I mentioned that I

might use Questionnaire; he said its fine either. But anyway, you can feel free to decide for me, and please also put relevant references.

Any Questionnaire or Interview require to show up in the Appendix area or Research Finding

Chapter 4.0 – Research Finding (Data Analysis)
This section is my problem, as I never do any paper is including Data Analysis, I have no idea what models or methods to analysis the data (E.G. SPSS? T-test? Others?) Please place relevant

tables, diagrams, chats, or anything to support the Data)

Chapter 5.0 – Summary (Conclusion)
I am wondering are you going to make up the Data? Or you are actually going to collect the Data from others? If you are going to make up the Data, would it be good to make up the conclusion

that about the Price (money) is also a very important issue to affect customer choice and competitors? Anyway, feel free to correct me and make your own idea.

References
Place relevant references in the suitable areas in the paragraph in Harvard style

Bibliography

Appendix
Please place Questionnaire or Interview
All the relevant Data found (which were mentioned or described in the paragraph in the paper)

1 Introduction
1.1 Background
1.2
1.3
1.4

2 Literature Review
2.1 Introduction
2.1.1 Social-Demographic Characteristics and Customer Perceptions

2.2 Customer Satisfaction
2.2.1 Satisfaction as a process
2.2.2 Cumulative or Transaction Satisfaction
2.2.3 Customer Satisfaction in Airline Sector
2.2.4 Customer Satisfaction Measurement – Theories and Methods
2.2.5 The importance of measuring Customer Satisfaction

2.3 Service Quality

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2.3.1 Service Quality as the Antecedent of Customer Satisfaction
2.3.2 Service Quality Measurement and Service Quality Methods
2.3.3 SERVQUAL
2.3.4 Today’s view on Service Quality
2.3.5 Service Quality in Airline Industry
2.3.6 Customer Satisfaction and Service Quality in Airline Industry; in order to enhance competitive advantages

3 Research Methodology
3.1
3.2
3.3

4 Research Finding
4.1
4.2
4.3

5 Summary
5.1
5.2

References

Bibliography

Appendix