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Table of Contents

Chapter 1: Introduction
1.1 Background of the Study
1.2 Problem Statement
1.3 Research Questions
1.4 Objectives of the Study
1.5 Significance of the Study
1.6 Limitations of the Study
1.7 Scope of the Study

Chapter 2: Literature Review
2.1 Concept of Service Quality
2.2 Customer Satisfaction and Loyalty
2.3 Relationship between Service Quality, Customer Satisfaction, and Loyalty
2.4 Models and Theories of Service Quality
2.5 Previous Studies on Service Quality and Customer Satisfaction

Chapter 3: Research Methodology
3.1 Research Design
3.2 Data Collection Methods
3.3 Sampling Technique
3.4 Data Analysis Techniques

Chapter 4: Discussion of Findings
4.1 Analysis of Service Quality on Customer Satisfaction
4.2 Analysis of Service Quality on Customer Loyalty
4.3 Comparison of Findings with Previous Studies
4.4 Implications for Practice

Chapter 5: Conclusion and Summary
5.1 Summary of Findings
5.2 Conclusions
5.3 Recommendations for Future Research

Brief Overview:

The role of service quality on customer satisfaction and loyalty has been a topic of interest for researchers and businesses alike. Service quality is defined as the extent to which a product or service meets customer expectations. Customer satisfaction refers to a customer’s perception of whether a product or service has met their expectations, and customer loyalty is the likelihood of a customer to continue doing business with a company.

Research has shown that there is a strong relationship between service quality, customer satisfaction, and loyalty. When customers perceive high service quality, they are more likely to be satisfied and loyal to a brand. Businesses that excel in providing high-quality services tend to have higher customer satisfaction rates and increased customer loyalty.

This research project aims to investigate the impact of service quality on customer satisfaction and loyalty. Through a thorough review of literature, data collection, and analysis, this study will provide valuable insights into how businesses can improve their service quality to enhance customer satisfaction and loyalty. The findings of this study will contribute to the existing body of knowledge on service quality and its impact on customer behavior.

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