The Study of Improving Customer Satisfaction with the Service Quality of Thuduc Power Company

• Main Author: Nguyen Van Anh Tuan
• Other Authors: Yue Yang Chen
• Format: Others
• Language: en_US
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/82551173681649035899

碩士 === 義守大學 === 管理學院管理碩博士班 === 101 === Vietnam is also known like a developing country with limited necessary sources such as finance, infrastructure, proper development policies, research and development achievements and especially stable energy supply. Since the Vietnam Electricity Corporation (EVN) is managed under the monopoly market model, there is not really any competition in the Vietnam electricity market leading to many privileges for EVN and its subsidiaries including Thuduc Power Company (TDPC). With such advantages, TDPC should have had good business performance. However, there are so many customers’ complains and criticism about its service quality. The research results indicated that there is a big gap between TDPC’s expected quality and Customers’ perceived quality in accordance with SERVQUAL model of Parasuraman.