A Research on Factors Affecting Client’s Satisfaction:A Case Study on Outsource Training in Vietnamese Companies

• Main Authors: Nguyen-Thuy-Hoai Nhi, 阮瑞懷兒
• Other Authors: Tzu-Ling Huang
• Format: Others
• Language: en_US
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/38v2ud

碩士 === 中原大學 === 國際商學碩士學位學程 === 102 === The demands for training are increasingly high in some developing countries, such as Vietnam. Almost all Vietnamese companies use outside vendors to support their training needs. However, the firms usually change the vendors after they finish training course, and the relationships between the firms (client) and the firms provide training (vendor) become obstructive with the reasons which are not transparent. So, this study builds on the human resources outsourcing literature in learning the factors that affect client satisfaction and how to maintain outsourcing relationship in training in Vietnam. Participants were 14 Vietnamese companies, of which 7 were client companies and 7 were vendor companies. They identified credibility, practical, performance of training, contractual specificity, reputation, trust, relationship tenure are important factors to make client’ satisfaction, while credibility, reputation, communication behavior, personal relationship, cultural understanding, performance of training, manager’s expectation all are crucial elements for maintaining relationships. My research also found out the difference between client’s perception and vendor’s perception in outsourcing relationship.