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Table of Contents
[URL="/#_Toc510523780"]Acknowledgement i
[URL="/#_Toc510523781"]Abstract ii
[URL="/#_Toc510523782"]Table of Contents. iii
[URL="/#_Toc510523783"]List of Figures. v
[URL="/#_Toc510523784"]List of Tables. vi
[URL="/#_Toc510523785"]Chapter 1: Introduction. 1
[URL="/#_Toc510523786"]1.1 Rationale of The Research. 1
[URL="/#_Toc510523787"]1.2 Problem Statement 1
[URL="/#_Toc510523788"]1.3 Research Objectives. 2
[URL="/#_Toc510523789"]1.4 Research Framework. 2
[URL="/#_Toc510523790"]1.5 Scope of The Research. 3
[URL="/#_Toc510523791"]1.6 Organization of The Research. 3
[URL="/#_Toc510523792"]Chapter 2: Co-op Mart Introduction. 4
[URL="/#_Toc510523793"]2.1 Background of Supermarket 4
[URL="/#_Toc510523794"]2.2 Co-op Mart Introduction. 6
[URL="/#_Toc510523795"]Chapter 3: Development of Two-factor Model 13
[URL="/#_Toc510523796"]3.1 Review of Multi-attribute Concept 13
[URL="/#_Toc510523797"]3.2 Review of Servqual Model 13
[URL="/#_Toc510523798"]3.3 Review of Kano Model 15
[URL="/#_Toc510523799"]3.4 Proposed Two-factor Model 19
[URL="/#_Toc510523800"]Chapter 4: Research Methodology. 25
[URL="/#_Toc510523801"]4.1 Information Needed. 25
[URL="/#_Toc510523802"]4.2 Target Populations. 25
[URL="/#_Toc510523803"]4.3 Questionnaires Development 25
[URL="/#_Toc510523804"]4.4 Sampling Procedure. 27
[URL="/#_Toc510523805"]4.5 Sample Characteristics. 28
[URL="/#_Toc510523806"]Chapter 5: Findings Analysis and Discussion. 31
[URL="/#_Toc510523807"]5.1 Facility Attributes Analysis. 31
[URL="/#_Toc510523808"]5.2 Goods Attributes Analysis. 34
[URL="/#_Toc510523809"]5.3 Personnel Attributes Analysis. 39
[URL="/#_Toc510523810"]5.4 Policy Attributes Analysis. 42
[URL="/#_Toc510523811"]5.5 Two-factor Model vs. Servqual 46
[URL="/#_Toc510523812"]Chapter 6: Conclusion. 48
[URL="/#_Toc510523813"]6.1 Present Customer Perception. 48
[URL="/#_Toc510523814"]6.2 Improvement Strategy. 49
[URL="/#_Toc510523815"]6.3 Two-factor Model 52
[URL="/#_Toc510523816"]Appendix A: Questionnaire A 53
[URL="/#_Toc510523817"]Appendix B: Questionnaire B 56
[URL="/#_Toc510523818"]Appendix C: Interview Schedule. 59
[URL="/#_Toc510523819"]Appendix D: Data Analysis. 60
[URL="/#_Toc510523820"]Appendix E: Quality Attributes of a Supermarket 74
[URL="/#_Toc510523821"]References. 7
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Atwo factor model for service quality management The conceptual development and an application to co op mart nguyen dinh chieu viet nam
Table of Contents [URL="/#_Toc510523780"]Acknowledgement i [URL="/#_Toc510523781"]Abstract ii [URL="/#_Toc510523782"]Table of Contents. iii [URL="/#_Toc510523783"]List of Figures. v [URL="/#_Toc510523784"]List of Tables. vi
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