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Please use this identifier to cite or link to this item: http://ir.lib.stu.edu.tw:80/ir/handle/310903100/3200

Title: A Relationship Study between Service Quality and Customer Satisfaction at Haiduong Job Agency Center, Vietnam
A Relationship Study between Service Quality and Customer Satisfaction at Haiduong Job Agency Center, Vietnam
Authors: 阮氏花
Nguyen Thi Hoa
Contributors: 經營管理研究所
王昭雄;李勝榮(Jau-Shyong Wang;Sheng-Jung Li)
Keywords: Service quality, customer satisfaction, service quality Model, job agency, Vietnam.
Service quality, customer satisfaction, service quality Model, job agency, Vietnam.
Date: 2013
Issue Date: 2013-05-24 16:44:46 (UTC+8)
Publisher: 高雄市:[樹德科技大學經營管理研究所]
Abstract: N/A
The purpose of this study is conducted to find out factors that influence customer satisfaction with service quality at Haiduong Job Agency Center, Vietnam. The research framework is built based on SERVQUAL model and a service quality model by a Vietnamese author. There are 300 samples who are the customers at the center, the collected data is analyzed through SPSS 18.0.
The research results indicate that customer satisfaction with the service at the center are influenced by five factors: (1) tangibles, (2) outcome, (3) assurance, (4) image and social responsibility, and (5) empathy, in which factor “tangibles” influence customer satisfaction the most.
Appears in Collections:[經營管理研究所] 博碩士論文

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