【文章頁(yè)數(shù)】：79 頁(yè)

【學(xué)位級(jí)別】：碩士

【文章目錄】：
ABSTRACT
INTRODUCTION
CHAPTER1 LITERATURE REVIEW
    1.1 Customer Satisfaction
        1.1.1 Definition of Customer Satisfaction
        1.1.2 Customer Satisfaction Measurement
        1.1.3 The Influence Factors of Customer Satisfaction
    1.2 Culture
        1.2.1 Definition of Culture
        1.2.2 Culture Dimensions
        1.2.3 Culture Measurement
    1.3 Empathy
        1.3.1 Definition of Empathy
        1.3.2 Empathy Dimensions
        1.3.3 Empathy Measurement
    1.4 Effect of Culture and Empathy on Customer Satisfaction
        1.4.1 Effect of Culture on Customer Satisfaction
        1.4.2 Effect of Empathy on Customer Satisfaction
CHAPTER2 PROBLEM STATEMENT
    2.1 Problems in Existing Research
    2.2 Research Framework
    2.3 Research Hypothesis
    2.4 The Purpose of the Study
    2.5 Significance of the Study
CHAPTER3 RESEARCH METHODS
    3.1 Participants of Study
    3.2 Research Variable
    3.3 Data Collection Instrument
    3.4 Procedure of this Study
CHAPTER4 RESULTS OF STUDY
    4.1 General Description of the Research Sample
    4.2 The Scales?Validity and Reliability
    4.3 Research Hypothesis Test
        4.3.1 Research Hypothesis Test(Indonesian Customer)
        4.3.2 Research Hypothesis Test(Chinese Customer)
        4.3.3 Comparison Results between Indonesia and China
CHAPTER5 DISCUSSION,CONCLUSION,LIMITATIONS
    5.1 Discussion of Findings
        5.1.1 Effect of culture and Empathy on Customer Satisfaction in Indonesia
        5.1.2 Effect of culture and Empathy on Customer Satisfaction in China
        5.1.3 The Differences between Indonesia and China
    5.2 Conclusions
    5.3 Limitations and Perspectives for Future Research
REFERENCES
APPENDIX1 QUESTIONNARE FORM
APPENDIX2 CONFIRMATORY FACTOR ANALYSIS PATH
APPENDIX3 STRUCTURAL EQUATION MODELING PATH
RESEARCH RESULTS OBTAINED DURING THE DEGREE STUDY
ACKNOWLEDGEMENTS



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