The Effect Of Service Quality On Customer Satisfaction A Case Study In Vodafone Uganda

TABLE OF CONTENTSDECLARATION iiAPPROVALACKNOWLEDGEMENTS ivABSTRACTTABLE OF CONTENTS viCHAPTER ONE 1THE PROBLEM AND ITS SCOPE 11.1 Background to the study 11.2 Statement of the problem 31.3 Purpose of the study 41.4 Research objectives 41.6 Scope of the study 51.6.1 Geographical scope1.6.2 Theoretical scope1.6.3 Content scope1.6.4 Time scope 51.7 Significance of the study 6CHAPTER TWO 7LITERATURE REVIEW 72.1 Introduction 72.2 Definition of service 72.2.1 Service quality 72.3 Perception of Service Quality 92.4 Customer Expectations2.SCustomer Satisfaction 102.7.lCriticism of SERVQUAL 152.8 Conce…