The Relationship between Service Quality and Customer Satisfaction in the Driving-Test Center, Ho Chi Minh City College of Transportation, Vietnam

• Main Authors: Nguyen Trong Diep, 阮重叠
• Other Authors: Kuo-Hung Tseng
• Format: Others
• Language: en_US
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/89191946612251428128

碩士 === 美和科技大學 === 經營管理研究所 === 99 === Graduation thesis "The relationship between service quality and Satisfaction of customers in driving test center, the College of Transportation, Ho Chi Minh City, Vietnam " made with purposes: to find out the evaluation of customers on service quality of Driving-Test Center, Ho Chi Minh City College of Transportation, through inspection of the components that make up the service quality of the Driving test center. Based on the thesis, the Center provides the evaluation of service quality and proposes innovative solutions of service quality to increase competitiveness, create stable development for the Driving test center. The object of topic Research topic was carried out with three research objectives as follows: 1. Determining components that create service quality of the driving-test center and whether it influences customer satisfaction of the Center. 2. Determining impact level of those components towards customer satisfaction of the driving-test center. 3. Proposing some solutions to improve service quality of the driving-test center Research method and results: Topic was studied by quantitative methods, starting from making up research model & research hypotheses; identify subject for investigation, make up questionnaires and conduct formal surveys and data processing obtained by SPSS software. Research topics used questionnaire with 5-point Likert scale to collect survey data from investigative subjects of topic. After consulting the experts, the question items were modified and supplemented, the preliminary questionnaire was formed and preliminary investigation was done. All response data is processed with SPSS 14.0 software to measure the reliability and reasonableness of question items with each research group. Then official research was carried out with the sample size of n = 377. Entire response data of 377 questionnaires measured reliability and reasonableness of each question, in each research question group. Research model and hypotheses were tested by the method of linear regression analysis. According to research results, there is evidence that service quality of driving test center, the Ho Chi Minh City College of Transportation. includes five components, which are (1) The Reliability, measured by 8 observation variables, (2) The Response, measured by the 6 observation variables, (3) The Assurance, measured by 4 observation variables, (4) The Empathy, measured by 4 observation variables; (5) The Tangibility, measured by 5 observation variables. Research result also shows that: The Tangibility is the most influential component to satisfaction of customers; next in turn is Empathy, Reliability, and Response. Component that has the least impact to satisfaction of customer is Assurance. Meaning of topic This study is to evaluate the service quality that provided by Driving test center, as well as the level of satisfaction of customer to service quality of Driving test center. Research results is basis to improve, raise service quality of Driving test center. Topic has built the set of scale “service quality of Driving test center” that used for customers’ evaluation. This set of scales as well as research results will be useful reference material for next studies.