| Summary: | 碩士 === 國立高雄應用科技大學 === 國際企業管理與製造產研碩外專班 === 100 === Analysis of customer satisfaction to service quality of Taiwan
enterprises in Vietnam market is the purpose of this study. Objectives of the
study are 14 Taiwan enterprises with different branches in Northern Vietnam.
To give the accurate and reliable results, this research finds the specific
customers of business to perform surveys and interviews. Apply SERQUAL
scale of Parasuraman et al., on service quality, and based on five important
elements of service quality, research has gived a questionnaire including 22
question. After conducting investigations and selections, research is distributed
175 questionnaires and there are 150 valid questionnaires collected (85.8%)
and 25 (14.2%) invalid questionnaires. Application of statistical methods, after
analyzing, the survey is suggested as the follows: reliability of the survey
results obtained have a high grade and satisfy the system statistics, it is
noteworthy that the results of customer satisfaction with service quality of the
enterprises are very high. This demonstrates that the service quality of Taiwan
enterprises in northern market is really good. This study can be applied to
analyze the quality service of all Taiwanese business in Vietnam. In the future,this research can be applied to all industries and other foreign companies in the
Vietnam market.
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