CONTENT

ACKNOWLEDGMENTS
CHAPTER 1: INTRODUCTION
1. Reason for choosing topic
2. Research objectives.
2.1. The overall goals.
2.2. Specific objectives
3. Research questions.
4. The research hypothesis
5. The practical significance of the subject.
6. Structure of topic
CHAPTER 2: LITERATURE REVIEW
1. Definition Business Research.
2. Theoretical Literature.
2.1. Kano theory of customer satisfaction
2.2. Queuing theory of customer satisfaction
3. Empirical Literature
3.1. What is Customer Satisfaction?
3.2. Techniques to Measure Customer Satisfaction.
3.3. Relation between Customer Satisfaction and Service Quality
3.4. Customer Satisfaction Index Model ( CSI Model)
4. Research Model.
5. Conclusion
CHAPTER 3: RESEARCH METHODOLOGY
1. Research Framework
2. Research Process.
3. Study Design.
3.1. Qualitative Methods.
3.2. Quantitative Methods.
3.3. Scale construction.
4. Methods of data analysis .
CHAPTER 4: RESEARCH RESULTS AND DISCUSSION
1. Research results
1.1. Sample characteristics.
1.2. Scale testing
2. Conclusion
CHAPTER 5: SUMMARY, CONCLUSION AND RECOMMENDATIONS
1. Summary
2. Conclusion
3. Recommendation

References.