THE EFFECT OF JOB QUALITY ON CUSTOMER SATISFACTION AT THE CUSTOMER CALL CENTER IN NIGERIA
Table of Contents
Title Page – – – – – – – – – – i
Declaration – – – – – – – – – – ii
Certification – – – – – – – – – – iii
Dedication – – – – – – – – – – iv
Acknowledgements – – – – – – – – – v
Table of Contents – – – – – – – – – vi
List of Tables – – – – – – – – – – x
List of Appendices – – – – – – – – – – xi
Abstract – – – – – – – – – – xii
CHAPTER ONE
INTRODUCTION
1.1 Background to the Study – – – – – – – – 1
1.2 Statement of the Problem- – – – – – – – 3
1.3 Research Questions- – – – – – – – – 5
1.4 Objectives of the Study- – – – – – – – – 6
1.5 Research Hypotheses- – – – – – – – – 6
1.6 Scope of the Study- – – – – – – – – 7
1.7 Significance of the Study- – – – – – – – 7
1.8 Limitations of the Study- – – – – – – – 8
CHAPTER TWO
LITERATURE REVIEW AND THEORETICAL FRAMEWORK
2.1 Introduction- – – – – – – – – – 9
2.2 Customer Satisfaction- – – – – – – – – 9
2.3 Service Quality- – – – – – – – – – 10
2.4 Service Quality and Customer Satisfaction – Review of Empirical Studies – 13
2.5 Theoretical Framework- – – – – – – – 18
2.6.1 Expectation Disconfirmation Theory- – – – – – – 19
CHAPTER THREE
METHODOLOGY
3.1 Introduction- – – – – – – – – – 23
3.2 Research Design- – – – – – – – – 23
3.3 Population of the Study- – – – – – – – – 23
3.4 Sample Size and Sampling Technique- – – – – – – 23
3.5 Source and Methods of Data Collection- – – – – – 25
3.6 Measurement of Variables- – – – – – – – 26
3.7 Techniques of Data Analysis- – – – – – – – 26
3.8 Justification for Technique of Data Analysis- – – – – – 26
3.9 Research Model- – – – – – – – – – 27
CHAPTER FOUR
DATA PRESENTATION AND ANALYSIS
4.1 Introduction- – – – – – – – – – 28
4.2 Response Rate – – – – – – – – – 28
4.3 Data Screening and Preparation- – – – – – – 29
4.3.1 Analysis of Missing Values- – – – – – – – 29
4.3.2 Analysis of Outliers – – – – – – – – – 30
4.4 Results of Reliability and Validity Assessment- – – – – 30
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATIONS
5.1 Summary of Findings – – – – – – – – 40
5.2 Conclusion – – – – – – – – – 41
5.3 Recommendations – – – – – – – – 41
5.4 Suggestions for Future Studies – – – – – – – 42
References – – – – – – – – – – 44
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