Method for measuring customer satisfaction should be SERVQUAL. Include this method in literature review and throughout whole dissertation. Include definitions for customer satisfaction and service quality in literature review. AID sub-chapters in lit. review for service quality, customer satisfaction, customer loyalty and SERVQUAL, also customer satisfaction & service quality sub-chapter. Study is a case study. Using both quastionnaires and interviews. Therefore study is both qualitative and quantitative. Questinnaire has been already designed, I will attach it after payment.
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