An Examination of the Quality factors inrelation to Customer Satisfaction in DanangSupermarket Industry

Autor:	Nguyen Thi Thu Huyen, 阮氏秋玄
Druh dokumentu:	學位論文 ; thesis
Popis:	101 To be successful in business, it is must look into the needs and desires of the consumers. Many researchers have revealed that customer satisfaction has a very strong effect on a company’s profitability. And the main purpose of this thesis is to identify the importance of Service Quality in relation to Customer Satisfaction in Danang retailing industry, Vietnam. We have 412 respondents from 450 questionnaires distributed are valid. After collecting, data were analyzed through descriptive statistic, exploratory factor analysis (EFA) and Linear Regression Analysis by using Statistical Package for the Social Sciences (SPSS) program. In the paper, we also investigate the five dimensions of SERVPERF which are “Tangible”, “Reliability”, “Responsiveness”, “Assurance” and “Empathy” that affect customer satisfaction. This research result shows that Service Quality plays an important role in establishing customer satisfaction in supermarket system in Danang city. Therefore, every organization in this industry should enhance the quality of service to increase the level of customer satisfaction and get success in business.
Databáze:	Networked Digital Library of Theses & Dissertations
Externí odkaz:	http://ndltd.ncl.edu.tw/handle/9az7b5 Zobrazit plný text záznamu