声明
CHAPTER 1: INTRODUCTION
1.1 Background
1.2 Statement of the Problem
1.3 Research Objectives
1.5 Organization of the Study
1.6 Contribution of the Study
CHAPTER 2: LITERATURE REVIEW
2.3 The Concept of Service Quality
2.3.1 Service Quality Dimensions
2.3.2 Impact ofService QualityonCustomer Loyalty
2.3.3 Impact of Service Quality on Customer Satisfaction
2.4 Customer Satisfaction
2.4.1 Customer Satisfaction as Mediator for Impact of Service Quality on Customer Loyalty Studies like Elgaraihy (2013) have investigated the impact of service quality on customer
2.4.2 The Influence of Customer Satisfaction on Customer Loyalty
2.5.1 The Impact of Truston Customer Loyalty
2.5.2 The Extent to Which Customer Satisfaction Mediates the Relationship between Trust and Customer Loyalty
2.6 Switching Cost
2.6.2 The Extent to Which Switching Cost Moderates the Impact of Customer Satisfaction on Customer Loyalty
2.6.3 Effect of Service Quality, Customer Satisfaction and Trust on Customer Loyalty of Telecommunication Industries
2.7 Conceptual Framework for the study
2.8 Chapter Summary
CHAPTER 3: RESEARCH METHODOLOGY
3.1.3 Population andSampleof theStudy
3.1.4 Sampling Procedure
3.2 Research Instruments
3.3 Data Analysis Technique
3.4 Measurement Model
CHAPTER 4: DATA PRESENTATION AND MODEL DESCRIPTION
4.1.2 Educational Background of Respondents
4.1.3 Age of Respondents
4.2 Results from Measurement Model
4.3 Results from Correlation Analysis
4.4 Chapter Summary
CHAPTER 5: RESULTS AND DISCUSSIONS
5.2 Direc tStructural Relationships
5.3 Indirect Structural Relationships
5.4 Discussions of Research hypothesis tests
5.5 Chapter Summary
CHAPTER 6: CONCLUSIONS AND RECOMMENDATIONS
6.1 Conclusions
6.2 Recommendations
6.3 Limitations and Suggestions for Further Research
参考文献
致谢
APPENDIX Ⅰ
APPENDIX Ⅱ
江苏大学;
