Cx in Business

Topics: Quality of service, Hong Kong International Airport, Service system Pages: 64 (15353 words) Published: March 7, 2013
Table of Contents
ACKNOWLEDGES ................................................................................. 2 ABSTRACT ..............................................................................................6 CHAPTER 1 – INTRODUCTION ..........................................................7 Background of Cathay Pacific Airways.................................................... Background of Research Problem............................................................. CHAPTER 2 – LITERATURE REVIEW ............................................. Introduction .............................................................................................. Service Quality .................................

Service Quality Dimensions...............
Customer Satisfaction................
Customer Loyalty...................
Service Quality and Customer Satisfaction............
Service Quality and Customer Loyalty.................
Customer Satisfaction and Customer Loyalty..........
SERVQUAL..........................
Model of Service Quality Gaps..............
Summary ............................................................. CHAPTER 3 – DEFINITION OF PROBLEM AND OBJECTIVES .................. Introduction ................................................... Objectives of the study ........................................... Statement of the problem ................................................... Research questions .....................................

Summary ......................................................... CHAPTER 4 – METHODOLOGY ................................... Introduction .................................................... Reasons for primary research .....................

Research Design................
Why SERVQUAL............................
SERVQUAL instrument for measuring Service Quality................. Data collection ................................................................ Sample size and method .............................................. Data collection procedures ........................................... Pilot survey .............................................................................. Data analysis techniques .............................

Research Instrument............................
Limitation ........................................................................ Summary ................................................................................. CHAPTER 5 – ANALYSIS AND FINDINGS ..................

Introduction ......................................................................... Description of sample .............................................................. Demographic characteristics ............................................................. Analysis of main findings ........................................................................... Customer expectations of service quality of Cathay Pacific Airways ............... Customer perceptions of service quality of Cathay Pacific Airways ............ Paired sample test ....................................... Service quality of Cathay Pacific Airways .......................... Limitation .......................................................... Summary ................................................................. CHAPTER 6 – CONCLUSION AND RECOMMENDATION ............................... Introduction ...............................

Recommendations
1) Adequacy and comfort .................................. 2) Behavioral factors ...............................
3) Information systems.......................
4) Basic facilities......................
Managerial Implications............
Conclusion..................................

APPENDICES...
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