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Improving the Total _QuaHty Service of E-Business Servicesr lnc.

A

Business Research

Presented

to

the

Graduate

School

HoIy Angel Universify

In Partial Fulfillment of

the

Requirement for

the Degree

of Master of

Business

Management

GILBERT _TORRES

{a-

March

2007

TONEY

TRANSFER

:LY |,iiil/. UIJIVERSIIY _LIBRARY

E-Business Service. Inc.

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Improving the Total Qualif

^Seruice of E-Business

Seruices,Inc

Gilbert P. Torres

This study focuses on the Total

Quality

^{Service of} E-Business, Inc.

by

identifuing

the critical determinants of total customer satisfaction using a stepwise regression analysis. Forfy

two of

53 independent variables

for reliability,

responsiveness, competence, access, courtesy, communicatiorq

credibility,

security, understanding and tangibles were found to be

critical

determinants

oftotal

customer satisfaction. Improvements of these dimensions were designed in this research.

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