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Improving the Total QuaHty Service of E-Business Servicesr lnc.
A
Business ResearchPresented
to
theGraduate
SchoolHoIy Angel Universify
In Partial Fulfillment of
the
Requirement for
the Degreeof Master of
BusinessManagement
GILBERT TORRES
{a-
March
2007TONEY
TRANSFER:LY |,iiil/. UIJIVERSIIY LIBRARY
E-Business Service. Inc.
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Improving the Total Qualif
Seruice of E-BusinessSeruices,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. Forfytwo of
53 independent variablesfor reliability,
responsiveness, competence, access, courtesy, communicatiorqcredibility,
security, understanding and tangibles were found to becritical
determinantsoftotal
customer satisfaction. Improvements of these dimensions were designed in this research._t_
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