Asia Pacific University Library catalogue

A project submitted in partial fulfillment of the requirements of Asia Pacific University of Technology and Innovation for the degree of B.A. (Hons) in International Business Management (UC3F1805IBM).

Abstract: This research was conducted in an attempt to identify the influence of service quality, flexible logistics and service convenience on customer satisfaction among the customers of luxury resorts in Maldives. This study was conducted based on the secondary data collected from previous researches relating to the topic at hand and also by collecting primary data through survey questionnaire that was sent via email and through other social media platforms. The target population of this research are the customers of luxury resorts in Maldives and a total of 110 respondents contributed to this research by filling the survey questionnaire. After the data was gathered, the data was analysed and the hypotheses formed was tested by using Statistical Package for the Social Sciences (SPSS) version 23. The findings of the data revealed that two of the independent variables; namely service quality and service convenience can influence the customer satisfaction among customers of luxury resorts in Maldives. However, the hypothesis formed for flexible logistic was rejected as the finding revealed a weak relationship between flexible logistics and customer satisfaction. In addition to this, certain limitations of this study such as time constraint and having a sample size that does not reflect the whole target population deterred the research from exploring the topic in-depth and therefore various recommendations has been offered to future researchers to improve the quality of their researches in this field.