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|Title: ||A Relationship Study between Service Quality and Customer Satisfaction for the Cable Television Service in
Haiduong Province, Vietnam|
A Relationship Study between Service Quality and Customer Satisfaction for the Cable Television Service in
Pham Thi Nga
王昭雄；李勝榮(Jau-Shyong Wang；Sheng-Jung Li)
|Keywords: ||Service quality, Customer satisfaction, Cable television|
Service quality, Customer satisfaction, Cable television
|Issue Date: ||2013-05-24 16:44:46 (UTC+8)|
Along with the rapid development of Pay TV, the number of audience and users of services is increasing. Cable television is not an exception to that development. With a network covering 63 provinces of Vietnam, The brand name of Cable TV is increasingly established on Pay TV market. The objective of this study to find out the factors that affect customer satisfaction with cable TV service in Hai duong Province, Vietnam. The study was surveyed with 280 customers who are using cable TV service. The research uses questionnaires with convenient, non-probability sampling method and linear regression analysis to determine the relationship of the variables. Five factors: product quality, after-sale, prestige of trademark, price and quality of service were studied to examine its impact on customer satisfaction. Survey results showed that two of the five factors are considered to have positive impact on customer satisfaction, which is product quality and prestige of trademark. More specifically, the factor that has the greatest positive impact on customer satisfaction is prestige of trademark. Research results also are expected to provide the managers factors that affect customer satisfaction with the quality of service they are offering. Thereby, they can focus investment in modern equipment, improve service quality; contribute to the competition campaign of cable services in Haiduong.
|Appears in Collections:||[經營管理研究所] 博碩士論文|
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