| 摘要 | 第1-7页 |
| Abstract | 第7-11页 |
| Chapter 1 Introduction | 第11-16页 |
| ·Introduction | 第11-12页 |
| ·Research Background and Motives | 第12-13页 |
| ·Customer Satisfaction | 第12-13页 |
| ·Operational definitions and measurements of variables | 第13页 |
| ·Research questions | 第13-14页 |
| ·Research objectives | 第14-15页 |
| ·Research process | 第15-16页 |
| Chapter 2 Literature review | 第16-36页 |
| ·Who is a Customer? | 第16-17页 |
| ·Customer satisfaction | 第17-22页 |
| ·The concept of customer satisfaction | 第19-20页 |
| ·Customer satisfaction model | 第20-22页 |
| ·Service quality and its implications | 第22-27页 |
| ·Service quality | 第22-23页 |
| ·Model of service quality gaps | 第23-25页 |
| ·Service quality approach | 第25-27页 |
| ·The interaction between consumer behavior and customer satisfaction | 第27-30页 |
| ·Consumer behavior | 第27-28页 |
| ·Consumer behavior and customer satisfaction | 第28页 |
| ·The relationship among service quality, customer behavior and attitude | 第28-30页 |
| ·Measurements of customer satisfaction factors | 第30-31页 |
| ·The American Customer Satisfaction Index (ACSI) model | 第31-32页 |
| ·Relationship between customer loyalty, and satisfaction | 第32-34页 |
| ·The impact of satisfaction on the customer loyalty | 第33-34页 |
| ·The relationship among customer satisfaction and retention | 第34-35页 |
| ·Chapter Summary | 第35-36页 |
| Chapter 3 Research methodology | 第36-41页 |
| ·Research approach | 第36页 |
| ·Quantitative approach | 第36页 |
| ·Qualitative approach | 第36页 |
| ·Research framework | 第36-37页 |
| ·Research hypotheses | 第37页 |
| ·Operational definitions of variables | 第37-38页 |
| ·collection and Questionnaire design | 第38-40页 |
| ·Data collection | 第38-39页 |
| ·Overview of the sample | 第39页 |
| ·Quantitative data presentation | 第39-40页 |
| ·Sample and response rate | 第40页 |
| ·Chapter Summary | 第40-41页 |
| Chapter 4 Data analysis | 第41-55页 |
| ·Data Description of data (or descriptive statistics) | 第41-42页 |
| ·Results of validity and reliability | 第42-47页 |
| ·Validity | 第43页 |
| ·Reliability statistics | 第43-44页 |
| ·Data measurement | 第44-47页 |
| ·Correlation analysis of the variables | 第47-52页 |
| ·Results of hypothesis test | 第52-54页 |
| ·Customer satisfaction and service quality | 第52页 |
| ·Service quality and consumer behavior | 第52-53页 |
| ·Customer satisfaction and consumer behavior | 第53页 |
| ·High levels of technology and high levels of customer satisfaction | 第53页 |
| ·High levels of customer satisfaction and high levels of customer loyalty | 第53页 |
| ·Personal income and customer satisfaction | 第53页 |
| ·Price structure and customer satisfaction | 第53-54页 |
| ·English or an international language notice and customer satisfaction | 第54页 |
| ·International call access and customer satisfaction | 第54页 |
| ·Chapter Summary | 第54-55页 |
| Chapter 5 Conclusion and suggestions | 第55-62页 |
| ·The most important dimensions of services in mobile communication services | 第55-56页 |
| ·The result of the Bivariate Correlations Analysis test | 第56-59页 |
| ·High levels of service quality are associated with high levels of customer satisfaction | 第56-57页 |
| ·Service quality is positively correlated to consumer behavior | 第57页 |
| ·Customer satisfaction positively influences customer behavior | 第57页 |
| ·High levels of technology are associated with high levels of customer satisfaction | 第57页 |
| ·High levels of customer satisfaction are associated with high level of customer loyalty | 第57-58页 |
| ·The personal income considerably affects customer satisfaction | 第58页 |
| ·The price structures of each service package positively affect customer satisfaction | 第58页 |
| ·International language notice in China Mobile services is positively associated to customer satisfaction | 第58页 |
| ·International call access included in China Mobile service packages is positively correlated to customer satisfaction | 第58-59页 |
| ·Managerial implications | 第59-60页 |
| ·Research Limitations | 第60页 |
| ·Future research | 第60-61页 |
| ·Chapter summary | 第61-62页 |
| Bibliography | 第62-66页 |
| Paper published during academic years | 第66-67页 |
| Acknowledgments | 第67-68页 |
| Appendixes | 第68-70页 |
