Method for measuring customer satisfaction should be SERVQUAL. Include this method in literature review and throughout whole dissertation. Include definitions for
customer satisfaction and service quality in literature review. Add sub-chapters in lit. review for service quality, customer satisfaction, customer loyalty and
SERVQUAL, also customer satisfaction & service quality sub-chapter. Study is a case study. Using both quastionnaires and interviews. Therefore study is both
qualitative and quantitative. Questinnaire has been already designed, I will attach it after payment.
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