A study on the customer satisfaction with the measuringservice of the centre of Resources and Environment,Hai Duong

• Main Authors: Nguyen Tien Dung, 阮進勇
• Other Authors: 王昭雄
• Format: Others
• Language: en_US
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/40624501610986069240

碩士 === 樹德科技大學 === 經營管理研究所 === 101 === This research aims at studying the customer satisfaction towards the measuring service in the Centre of Natural resources and Environment. The research model is SERVQUAL. The results have successfully answered two research questions (1) What are the factor influencing the customer satisfaction towards the measuring service in the Centre (2) How do the factor influence on the customer satisfaction towards the measuring service in the Centre. It has been found that the customer satisfaction is influenced directly by three factors: (1) reliability, (2)responsiveness and assurance and (3)tangibility and empathy. These factors have positive influence on the customer satisfaction, but the level of influence is not the same; “Responsiveness and assurance” has the biggest influence, followed by “tangibility and empathy” and then “reliability”. It has also been found that there is no significant difference in the influence between customer groups categorised by the factors “gender, age, and education”, but there is difference between customer groups categorised by the factor “income” In general, the customers are quite satisfied with the measuring service in the Centre of Natural resources and Environment. The centre officials and leader should temporarily maintain this level of satisfaction and then gradually improve the service to serve customers better.