| DEDICATION | 第6-7页 |
| ACKNOWLEDGEMENTS | 第7-8页 |
| Abstract | 第8页 |
| 摘要 | 第9-13页 |
| CHAPTER ONE-INTRODUCTION | 第13-19页 |
| 1.1 Background of the Research | 第13-16页 |
| 1.2 The Purpose and Significance of the Research | 第16-17页 |
| 1.3 Research Contents | 第17-19页 |
| CHAPTER TWO-LITERATURE REVIEW | 第19-33页 |
| 2.1 Introduction | 第19-28页 |
| 2.1.1.Service Quality Definition | 第19-21页 |
| 2.1.2.Dimensions of Service Quality | 第21-22页 |
| 2.1.3.SERVQUAL Instrument | 第22-24页 |
| 2.1.4.The Gaps Model of Service Quality(GMSQ) | 第24-28页 |
| 2.2 Mobile Money transfer Services | 第28-31页 |
| 2.2.1.The concept of mobile money transfer services | 第28页 |
| 2.2.2.Characteristics of mobile money transfer services | 第28-29页 |
| 2.2.3.User behaviour of mobile money transfer services | 第29-30页 |
| 2.2.4.Development strategy of mobile money transfer services | 第30-31页 |
| 2.3 Key Influencing factors for service quality of Mobile-money services | 第31-33页 |
| CHAPTER THREE-THE INTRODUCTION OF THE NATIONAL COMMERCIAL BANK OF JAMAICA AND THE BANK’S MOBILE MONEY TRANSFER SERVICES | 第33-38页 |
| 3.1 Introduction of the National Commercial Bank | 第33-34页 |
| 3.1.1.Profile of the National Commercial Bank | 第33-34页 |
| 3.1.2.Structure of the Company | 第34页 |
| 3.2 Status of National Commercial Bank’s Quisk Mobile Money Transfer Services | 第34-35页 |
| 3.3 Service Quality of the National Commercial Bank’s mobile money transfer services | 第35-38页 |
| 3.3.1.User Friendliness | 第36页 |
| 3.3.2.Security threats | 第36-37页 |
| 3.3.3.Network Challenges | 第37-38页 |
| CHAPTER FOUR-RESEARCH FRAMEWORK | 第38-47页 |
| 4.1 Conceptual Model | 第38页 |
| 4.2 Questionnaire Design | 第38-40页 |
| 4.3 Method of Data Collection | 第40-45页 |
| 4.3.1.Demographic Information | 第41-42页 |
| 4.3.2.Scope of the study | 第42页 |
| 4.3.3.Population Selection and Sample Size Determination | 第42-45页 |
| 4.4 Data Analysis | 第45-47页 |
| CHAPTER FIVE-RESULTS AND SUGGESTIONS | 第47-64页 |
| 5.1 The Results | 第47-56页 |
| 5.1.1.Measuring service quality | 第47页 |
| 5.1.2.Coding | 第47-48页 |
| 5.1.3.Analytical Hierarchy Process | 第48-55页 |
| 5.1.4 The gap between the service expected and the service perceived by customers | 第55-56页 |
| 5.2 The Suggestions for Improvement of Service Quality of the National Commercial Bank’s Mobile Money Transfer Services | 第56-64页 |
| 5.2.1.Reducing the listening gap | 第57-59页 |
| 5.2.2.Reducing the service design and standards gap | 第59-60页 |
| 5.2.3.Reducing the service performance gap | 第60-61页 |
| 5.2.4.Reducing the communication gap | 第61-64页 |
| CHAPTER SIX-CONCLUSIONS AND PROSPECTS | 第64-65页 |
| 6.1 Conclusions | 第64页 |
| 6.2 Prospects | 第64-65页 |
| REFERENCES | 第65-70页 |
| APPENDIX | 第70-75页 |
