Customer satisfaction with Service Quality in Northern Power Corporation focused on the Ha Giang province

• Main Author: Cam Xuan Truong
• Other Authors: Tai-Chi Wu
• Format: Others
• Language: en_US
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/82906181456273515567

碩士 === 義守大學 === 企業管理學系 === 102 === Service quality is considered weakness factors in Vietnamese state owned company, with the context of joining World Trade Organization (WTO), Vietnamese companies have to change their way of thinking in business from the past situation (Planed economic). Purpose of this study is testing the relationship among five dimension of SERVQUAL and customer satisfaction in Northen Power Corporation (NPC) – one stated owned company. For conducting the search, this thesis applied empirical method and survey with 165 customers who are using NPC product and service. After analysis the data reality and validity by using the principle component method for explorative factor analysis, the regressions are taken to examine the relationship of variables. The result indicates that all five dimension of SERVQUAL have predicted the influence of customer’s satisfaction. For further testing of order the important factors for customer satisfaction among the factor of SERVQUAL dimension, this study use T-test for analysis the mean score of each factors. The result indicates that the tangible factor is ranked first; the second factor that affect on customer satisfaction is; coming as the third is reliability; the fourth is Empathy, and the lowest is responsiveness. Implication of finding, limitation of research and suggestion for further study are also discussed in this study.