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Please use this identifier to cite or link to this item: http://ir.lib.stu.edu.tw:80/ir/handle/310903100/3199

Title: A Relationship Study between Service Quality and Customer Satisfaction at Haiduong Construction Consultancy Company, Vietnam
A Relationship Study between Service Quality and Customer Satisfaction at Haiduong Construction Consultancy Company, Vietnam
Authors: 範氏碧水
Pham Thi Bich Thuy
Contributors: 經營管理研究所
王昭雄;李勝榮(Jau-Shyong Wang;Sheng-Jung Li)
Keywords: Customer satisfaction, SERVQUAL Model, construction consultancy service, Vietnam.
Customer satisfaction, SERVQUAL Model, construction consultancy service, Vietnam.
Date: 2013
Issue Date: 2013-05-24 16:44:45 (UTC+8)
Publisher: 高雄市:[樹德科技大學經營管理研究所]
Abstract: N/A
This study is conducted to find out factors that affects customer satisfaction with service of construction consultancy at Haiduong Construction Consultancy Company. The research model used is SERVQUAL, the research data are analyzed using SPSS 18.0.
The research results show that customers using the services from Haiduong Construction Consultancy Company are directly affected by two main elements: (1) Responsiveness and empathy and (2) Reliability. Both variables have positive effect to customer satisfaction with the services provided by the company.
The research results also suggest some solutions to enhance customer satisfaction with the services. This study affirms the reliability of SERVQUAL model in measuring customer satisfaction. Finally, this study also points out the limitations and directions for future researches.
Appears in Collections:[經營管理研究所] 博碩士論文

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