Exploring the factors affecting customer satisfaction of Danang Development and Investment Fund

• Main Authors: Pham Thi Thu Linh, 範氏秋玲
• Other Authors: 李書政
• Format: Others
• Language: en_US
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/69241922858031182766

碩士 === 樹德科技大學 === 經營管理研究所 === 103 === The target of this research is to explore suitable factors which impacts on customer satisfaction at Danang Development and Investment Fund (DDIF). In order to get this purpose, the questionnaires were given to 210 customers of DDIF to assess their satisfaction. SERQUAL model was used for this study. Based on Servqual questionnaires, related studies and DDIF’s reality, a questionnaire was designed and delivered to customers. As a results of analyzing, reliability of factors in construct were higher than 0.7; thus, it was appropriated for analysis. Correlation and Regression Analysis were used for study. The correlation results show that there is a relationship between independent variables and customer satisfaction. The results of Regression test indicate that Tangibility has no effect to customer satisfaction and the remaining factors have significant effects to customer satisfaction. The core factors having effect to customer satisfaction are Empathy and Price, following is Reliability, Assurance and Responsiveness. This research also has some limitations and hoping that future research will have the better results.