To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop….
Contents
CHAPTER 1: INTRODUCTION
1.1 TrueMove: the Focal Company
1.1.1 TrueMove Background
1.1.2 TrueMove’s Products and Service
1.1.3 Customer Service at TrueMove
1.2 Mobile Operator Market in Thailand: An Outlook
1.2.1 Attractiveness of Mobile Operator Market in Thailand
1.2.2 An Outlook to the current situations
1.3 Problem Statement
1.4 Purpose
1.5 Delimitations
1.6 Target Audience
1.7 Structure of the Paper
CHAPTER 2: LITERATURE REVIEW
2.1 Thailand Mobile market & customer satisfaction
2.2 Previous studies in relavent area
2.3 Core theories discussed
CHAPTER 3: METHODOLOGY
3.1 The Selected Topic
3.2 The Chosen Theories
3.3 Data Collection of the Research
3.3.1 Primary Data
3.3.1.1 Interview
3.3.1.2 Questionnaire
3.3.1.2a Sampling Size
3.3.1.2b Sampling Frame
3.3.1.2c the Development of Questionnaire
3.3.1.2d Distribution of Questionnaire
3.3.2 Secondary Data
3.4 How to analyze
CHAPTER 4: THEORETICAL FRAMEWORK
4.1 Service Quality Gap
4.1.2 Customer Expectations of Service
4.1.3 Customers Perceptions of Service
4.1.4 Customer Satisfaction of Service
4.2 SERVQUAL Dimensions
4.3 Service Quality Measurement
4.4 Conceptualization of Theory
CHAPTER 5: FINDINGS & ANALYSIS
5.1 Total Respondents
5.1.1 Reliability
5.1.2 Assurance….
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Author: Raja Abbas, Haider,Koobgrabe, Chokaew,Chutima, Punyanuch
Source: Malardalen University
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