Qualities of service and customer satisfaction
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The article examines the factors affecting the quality of tax consulting services of Deloitte Vietnam Tax Consulting Co., Ltd. when providing consulting services to corporate customers in Vietnam as well as FDI enterprises and businesses. multidisciplinary, multinational worldwide. It analyzes the correlation between tax consulting service quality and customer satisfaction estimates; At the same time, evaluates the influence of these factors on the basis of surveying the opinions of businesses that have been and are currently customers of the company.
15p leminhvu111 07-06-2024 1 0 Download
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The findings show that convenience, quality information, security, reliability, responsiveness, and website design significantly impact customer satisfaction, with reliability being the dimension with the most substantial impact. The study also provides significant implications for academicians and practitioners. The study offers valuable perspectives for commercial banks aiming to enhance their e-banking services and guarantee customer satisfaction.
13p leminhvu111 07-06-2024 2 0 Download
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According to Hayashi et al. (2014), delivery service significantly affects the success of online shopping. Today, the quality of life is enhanced and personalized, consumer demand for saving time and upgrading shopping facilities through online purchases of ever-expanding food products, so the satisfaction of customers buying food with last-mile delivery service on e-commerce platforms in Vietnam becomes an important issue that businesses should focus on.
6p zizaybay1101 09-05-2024 9 2 Download
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In theory, the integration of Kano Model and SERVQUAL into Quality Function Deployment is to remove the assumption of linear and to offer innovative input. Kano Model characterizes attributes for product or services based on the level of customer satisfaction towards the attributes. Indirectly it can facilitate SEVQUAL to determine level of priority to the improvement process required by the organisation based on certain categories requested, in which this is going towards into the improvement of customer satisfaction.
5p longtimenosee10 26-04-2024 1 1 Download
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–This paper develops and empirically tests the mediating role of switching costs in service quality - loyalty and satisfaction-loyalty relationships. Specially, different types of switching costs are tested separately providing more insights about their roles. This approach extended the insights on mediating effects of switching costs by differentiate the roles of positive switching costs and negative switching costs in the model.
5p longtimenosee10 26-04-2024 2 1 Download
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The main purpose of the current study is to examine the impact of supply chain management, perceived service quality and collaboration on customers satisfaction and loyalty. Moreover, mediating impact of customer satisfaction among supply chain management, perceived service quality and collaboration and loyalty is examined as well. Analysis approach – For this study we have used the survey-based method for data collection, therefore we prepared a structured questionnaire according to research objectives.
8p longtimenosee09 08-04-2024 2 0 Download
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The aims of this study is to examine the effect of security, quality of service, operations and information management and trustworthiness on Eloyalty customer moderated by customer satisfaction for online shop website. The sample was taken using random sampling technique as many as 1300 respondents. The data was tabulated and processed using questionnaires, interviews, observation and documentation. The results of this study showed that security, information management, reliability and trustworthiness has positive and direct impact on customer satisfaction.
9p longtimenosee09 08-04-2024 1 0 Download
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The study proposes a research model that integrates the e-service quality (ESQ), eservice recovery quality(ESRQ), and the logistic service quality(LSQ) that are provided by the e-retailers, which furthers influences both customer satisfaction and loyalty. The study examines the second order dimensions of ESQ, ESRQ, and LSQ using second stage reflective-formative approach. The outcome of the data analysis, with the sample size of 350, concludes that ESQ strongly influences LSQ, customer satisfaction (CS) and customer loyalty (CL) when using online retail websites.
7p longtimenosee09 08-04-2024 12 2 Download
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This study aims to determine the factors affecting customer satisfaction with logistics enterprises’ logistics services in Vietnam. Data collected through survey questionnaires sent to customers who are currently using the services of businesses. Research has shown eight factors affecting customer satisfaction, including tangible factors, reliability, guarantee, empathy, responsiveness, perceived price, customer relationship service, and relationship quality-these eight factors measured through 35 observed variables.
10p longtimenosee07 29-03-2024 5 2 Download
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This article aims to identify the factors considered by Indonesian companies in selecting 3PL. Respondents of this research are managers of logistics or persons in charge of logistics activities. Structural Equation Modeling (SEM) is used to elaborate the relationship between factors affecting 3PL selection decision. The results indicate that Information Technology (IT) usage, service quality, trust and customer satisfaction are the factors affecting the companies to select a 3PL provider. Other results also show that there is a significant relationship between those factors.
9p longtimenosee04 06-03-2024 3 1 Download
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The challenge of trying to meet with the customers’ needs in terms of quality and quantity within best price practices (marginal profit) remains a vital part of decision making in all producing firms (manufacturing, service rendering companies, etc.). This research is born out of a concern for such challenges.
9p longtimenosee04 06-03-2024 7 1 Download
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Supply chain management has been widely used to deliver the products and services to end customers, which mainly effects on costumers decision. This study aims to analyze the effect of product quality on purchasing decisions partially, promotion on purchasing decisions partially, and product quality and promotion on purchasing decisions simultaneously case study Botol Sosro tea product at Giant Mall Permata Tangerang. Data collections and information are taken from populations that are the object of the research or draw samples from existing populations by using the questionnaire.
9p longtimenosee04 06-03-2024 4 0 Download
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This study aimed to explore the effects of service quality and reputation towards the customers’ satisfaction at one of the Zakat Institutions in one of the state in Malaysia. Respondents for this study were residences who reside in the state and used the Institution services. There were 280 questionnaires have been distributed to the respondents. The study found that reliability, assurance and brand reputation does have significant relationship towards the customers’ satisfaction.
5p longtimenosee04 06-03-2024 1 0 Download
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Research results help tour operators in Vietnam achieve business efficiency through travel agents to increase satisfaction and maintain travel agents’s loyalty to tour operators, including: (1) providing stable service quality; (2) providing service quality as commitment; (3) providing service as the end consumer’s expectation; (4) always improve service quality; (5) provide competitive products.
13p vigrab 02-02-2024 2 1 Download
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This study aims to examine the relationship between the service quality, price, customer satisfaction and customer loyalty for the convenience stores in Ho Chi Minh City. These relationships were tested with a sample of 358 customers at convenience stores in Ho Chi Minh City.
11p vimarillynhewson 02-01-2024 6 1 Download
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This paper aims to explore the reasons why most commuters are still preferring to opt using private vehicles. A total of 23 attributes concerning the quality of public transport services have been investigated by conducting surveys and collecting data.
9p vishekhar 01-11-2023 3 1 Download
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This research is aimed to review the logistics service quality provided by evaluating customer satisfaction with empirical research from Giao Hang Tiet Kiem. Research models and hypotheses are built to evaluate the quality of the logistics service of Giao Hang Tiet Kiem.
15p vimulcahy 18-09-2023 14 6 Download
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The main objective of the research is to examine internet banking service quality’s impact on customer satisfaction of Bank for Investment and Development of Vietnam (BIDV). This study shows that, apart from the traditional banking, the development of the emergence of Internet banking on customer satisfaction can also be carried out by using SERVQUAL model.
15p viindra 06-09-2023 7 4 Download
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Part 1 of ebook "Service quality in leisure and tourism" provide readers with content about: understanding quality in leisure and tourism; the leisure and tourism product; quality as a goal; the consumer; concepts of quality in leisure and tourism; customer satisfaction; the leisure and tourism experience;...
134p damtuyetha 16-02-2023 8 4 Download
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The current retail banking sector is very dynamic and very competitive. In the past, many banks involved in retail banking attached much importance to establishing how the quality of service influences the satisfaction of their customers. Therefore, this paper seeks to contribute to the existing knowledge on the role played by the quality of service rendered to customers towards their general feeling of satisfaction with their retail banking service provider.
10p vicedric 08-02-2023 3 3 Download