Research on Resident''s Satisfaction with Waste Collection Service Provided by Hai Duong Urban Environmental Company

• Main Authors: HO DANG TRAN, 陳胡登
• Other Authors: 林豐騰
• Format: Others
• Language: en_US
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/46862415952641429210

碩士 === 樹德科技大學 === 經營管理研究所 === 101 === Research objective is to examine relationship between factors of service quality and customer satisfaction with waste collection service in Hai Duong. Research model is built based on SERVQUAL including “convenience” factor. Research methodology is quantitative with multivariate statistical techniques for an empirical study such as scale testing with Cronbach Alpha, exploratory factor analysis, correlation analysis, multiple regression analysis. Analysis results of 213 valid answer sheets of total 250 questionnaires distributed (valid response rate of 80%) shows that 5 factors of the model impact on customer satisfaction. The five are (1) reliability, (2) responsiveness, (3) assurance, (4) tangibles, (5) convenience. The results also state that the influence of independent variables over dependent variable (customer satisfaction) is not much different; in which the most influential factor is “assurance” factor, and the weakest impact is “reliability” factor. Finally, this study also indicates the contribution, importance, limitations and further research directions in similar studies in the future. Key words: Waste collection service, customer satisfaction, convenience, SERVQUAL