Theory and Methods: The research bases mainly on quantitative method; that
is questionnaire method. The Service Quality Gap which aims to measure the
customer satisfaction by comparing their expectation and perception of service
after experiencing the service serves as the theoretical framework for the
research. Moreover SERVQUAL dimensions covering Reliability, Assurance,
Empathy, Responsiveness and Tangibles are used in the further development of
theory and modeling of the questionnaires for this research