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题名: The Impact of Mobile-Phone Network Service Quality on Customer Satisfaction in Viet Nam
The Impact of Mobile-Phone Network Service Quality on Customer Satisfaction in Viet Nam
作者: 陳友越
Tran Huu Viet
贡献者: 資訊管理系碩士班
关键词: Service quality;Customer Satisfaction;Brand Awareness;Mobile Telecommunications;Vietnam
Service quality;Customer Satisfaction;Brand Awareness;Mobile Telecommunications;Vietnam
日期: 2011
上传时间: 2011-05-26 11:18:06 (UTC+8)
出版者: 高雄市:[樹德科技大學資訊管理系碩士班]
摘要: This research has proposed a conceptual framework to investigate the effects of customers’ perceived service quality and brand awareness on customer satisfaction. To test the conceptual framework by quantitative method, SPSS package (version 17) has been used to analyze the data collected from 288 mobile network’s customers operating in Vietnam The results of the study indicate that service quality and brand awareness are significantly and positively related to customer satisfaction. Also, a positive relation has found between brand awareness and service quality. A clear understanding of the postulated relationships among the studied variables might encourage the mobile service providers to figure out appropriate course of action to win customers’ satisfactions by providing better services in order to create a loyal customer base.
This research has proposed a conceptual framework to investigate the effects of customers’ perceived service quality and brand awareness on customer satisfaction. To test the conceptual framework by quantitative method, SPSS package (version 17) has been used to analyze the data collected from 288 mobile network’s customers operating in Vietnam The results of the study indicate that service quality and brand awareness are significantly and positively related to customer satisfaction. Also, a positive relation has found between brand awareness and service quality. A clear understanding of the postulated relationships among the studied variables might encourage the mobile service providers to figure out appropriate course of action to win customers’ satisfactions by providing better services in order to create a loyal customer base.
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