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Measuring service quality in the health and fitness industry: a case study of Shanghai [2]

论文作者：www.51lunwen.org论文属性：硕士毕业论文 thesis登出时间：2014-01-21编辑：tinkle点击率：7678

论文字数：20199论文编号：org201401201037431026语种：英语 English地区：英国价格：$ 132

关键词：health and fitness industryservice qualitycustomer satisfactionthe SERVQUAL model

摘要：Measuring service quality in the health and fitness industry: a case study of Shanghai在健康和健身行业服务质量的测量：上海个案研究

rvice quality; customer satisfaction; the SERVQUAL model

Contents

Acknowledgements ii
Abstract iii
Contents v
List of Tables viii
Chapter 1 Background of the research problem - 7 -
1.1 Introduction - 7 -
1.2 Background of the study - 8-
1.3 Statement of the research problem - 9 -
1.4 Research objectives - 10 -
1.5 Research design and methodology - 10 -
1.6 Significance of the research - 11-
1.7 Expected results and contribution of the research -12 -
1.8 Framework of the dissertation - 12 -
Chapter 2 Literature review - 13 -
2.1 Introduction -13 -
2.2 Service quality - 13-
2.3 Researches on service quality of the health and fitness industry - 16-
2.4 Customer satisfaction - 20 -
2.5 Researches on service quality and customer satisfaction of Chinese health and fitness industry - 21 -
2.6 Critical analysis - 25 -
2.7 Summary - 25 -
Chapter 3 Methodology - 27 -
3.1 Introduction - 27 -
3.2 Research design - 27-
3.3 Research instrument - 29 -
3.4 Data collection - 29 -
3.5 Data Processing - 30 -
3.6 Research ethics - 31 -
3.7 Limitation - 31 -
Chapter 4 Results and analysis - 32 -
4.1 Introduction of this chapter - 32-
4.2 Questionnaire results - 32 -
4.3 Interview results - 53 -
4.4 Discussion - 55 -
4.5 Summary - 58 -
Chapter 5 Conclusion - 60-
5.1 Introduction - 60-
5.2 Main points - 60 -
5.3 Limitation and further research - 61-
5.4 Recommendation - 62 -
References - 64 -
Appendix I Questionnaire - 69 -
Appendix II Interview outline - 73 - 
List of Tables
Table 1 Descriptives of question 1 34
Table 2 ANOVA of question 1 34
Table 3 Chi-square test of question 1 34
Table 4 Descriptives of question 2 35
Table 5 ANOVA of question 2 35
Table 6 Chi-square test of question 2 35
Table 7 Descriptives of question 3 36
Table 8 ANOVA of question 3 37
Table 9 Chi-square test of question 3 37
Table 10 Descriptives of question 4 38
Table 11 ANOVA of question 4 38
Table 12 Chi-square test of question 4 38
Table 13 Descriptives of question 5 39
Table 14 ANOVA of question 5 40
Table 15 Chi-square test of question 5 40
Table 16 Descriptives of question 6 41
Table 17 ANOVA of question 6 41
Table 18 Chi-square test of question 6 41
Table 19 Descriptives of question 7 42
Table 20 ANOVA of question 7 42
Table 21 Chi-square test of question 7 43
Table 22 Descriptives of question 8 43
Table 23 ANOVA of question 8 44
Table 24 Chi-square test of question 8 44
Table 25 Descriptives of question 9 45
Table 26 ANOVA of question 9 45
Table 27 Chi-square test of question 9 45
Table 28 Descriptives of question 10 46
Table 29 ANOVA of question 10 46
Table 30 Chi-square test of question 10 46
Table 31 Descriptives of question 11 47
Table 32 ANOVA of question 11 47
Table 33 Chi-square test of question 11 48
Table 34 Descriptives of question 12 48
Table 35 ANOVA of question 12 49
Table 36 Chi-square test of question 12 49
Table 37 Descriptives of question 13 50
Table 38 ANOVA of question 13 50
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