Factors Influencing Customer Satisfaction of Viettel Networek

• Main Authors: Luc Van Ha, 綠文霞
• Other Authors: Ching Wen Mo
• Format: Others
• Language: en_US
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/c6x35b

碩士 === 美和科技大學 === 企業管理系經營管理碩士班 === 104 === In the context of a developing economy under recent crisis in Vietnam, it is essential for every business to meet the demand of its customers in order to gain their loyalty. As a result, customer satisfaction is one of the biggest issues of every organization. The purpose of this study is to evaluate customer satisfaction towards Viettel Telecom Corporation as well as identify the determinants of customer satisfaction. Quantitative approach and linear regression are main analysis method of the study. The findings of the study are in line with previous researches when they explore the causal relationship between seven service quality factors and customer satisfaction. Each service quality factor has impact on customer satisfaction at different level but it is all positive. In addition, some demographical factors are found to have influence on customer satisfaction. In the end of the research, recommendations are given and limitations are explained for future researches in the field.