TABLE OF CONTENTS
TITLE PAGE
ACKNOWLEDGEMENTS
TABLE OF CONTENT
LIST OF TABLES
LIST OF FIGURES
LIST OF APPENDICES
ABSTRAK
ABSTRACT
CHAPTER 1
INTRODUCTION
1.1 Introduction
1.2 Background
of Study
1.3 Problem
Statement
1.4 Research
Objective
1.5 Research
Questions
1.6 Significance
of Study
1.7 Organization
of the Thesis
CHAPTER 2
LITERATURE REVIEW
2.1 Introduction
2.2 Review
of Literature
2.2.1 Definition of Service Quality
2.2.2 Service Quality Dimensions
2.2.2.1 Five Dimensions of SERVQUAL
2.2.3 Gap Concept of SERVQUAL
2.2.4 Service Quality in Higher Education
2.2.5 Customer Satisfaction
2.2.5.1 Service Quality and Customer Satisfaction
2.2.6 Customer Complaint
2.2.7 Service Quality, Customer Satisfaction and
Customer Complaint
2.2.8 The Relationship between Demographic Profiles
And Service Quality
2.2.8.1 Age and Service Quality
2.2.8.2 Gender and Service Quality
2.2.8.3 Race and Service Quality
2.2.8.4 Average Usage and Service Quality
2.2.9 Development Department
2.3 Theoretical
Framework
2.4 Hypotheses
Development
CHAPTER 3
METHODOLOGY
3.1 Introduction
3.2 Research
Design
3.2.1 Questionnaire Development
3.3 Data
Collection
3.3.1 Data Collection Method
3.4 Sample
Size and Sampling Method
3.5 Pilot
Study
3.6 Statistical
Data Analysis
3.6.1 Descriptive Analysis
3.6.2 Reliability Measure
3.6.3 T – Test
3.6.4 One – Way ANOVA
3.6.5 Correlation Analysis
3.6.6 Regression Analysis
3.7 Summary
CHAPTER 4
DATA ANALYSIS AND RESULT
4.1
Introduction
4.2
Overview of Data Collected
4.3
Demographic Profile of Respondent
4.4
Goodness of Measure
4.4.1 Reliability Analysis
4.4.2 The Different between
Expected and Perceived Services
4.4.3 T – Test
4.4.4 One – Way ANOVA
4.4.5 Correlation Analysis
4.4.6 Regression Analysis
4.4.7 Hierarchical
Regression
CHAPTER 5
DISCUSSION AND CONCLUSION
5.1
Introduction
5.2
Discussion
5.3
Discussion on Open Ended
Questions
5.4
Research Contributions and
Theoretical Implications
5.5
Practical Implication
5.6
Limitation of the Study
5.7 Suggestions for Future Research
5.8
Conclusion
REFERRENCES
APPENDICES
