Customer Satisfaction Towards Customer Service Departemnt in Yang Ming (Vietnam) Shipping Company

• Main Authors: Hoang Thu Huong, 黃秋香
• Other Authors: Tu, Yu-Chuan
• Format: Others
• Language: en_US
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/sz53za

碩士 === 美和科技大學 === 企業管理系經營管理碩士班 === 105 === Increasing competition is forcing businesses to pay much more attention to satisfying customer’s needs; therefore, it is neccessary to analyze relevant factors which impacts to the customer satisfaction towards service quality of entrepreneurs. In this research, base on the previous studies and depending on the current fact, the author applises SERVQUAL model with designed 41 questionaires to measure five factors that supposed to have relationship with customer satisfaction in Yangming( Vietnam) shipping company are reliability, responsiveness, empathy, assurance and tangibility. Then, the author proceed investigating customers by anwering questionaires. Total 117 customers has been asked but only 90 respondants received as result. After analysing, reliability is not mentioned and considered not to effect on customer satisfaction. While the factor- empathy seems to much impact on customer’s perceive and expectation to Yangming’s service quality. The research also give some necessary recommendation so that improving service quality of Yangming( Vietnam) shipping company.