Research on Customer Satisfaction with Building and Investment Consulting Service at Haiduong Construction Design and Planning Consultant Joint Stock Company

• Main Authors: Nguyen Trong Hai, 阮重海
• Other Authors: Shu-Cheng Lee
• Format: Others
• Language: en_US
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/12784315439404055840

碩士 === 樹德科技大學 === 經營管理研究所 === 101 === 　This study aims to research customer satisfaction with factors of service quality in SERVQUAL in Hai Duong Construction Design &; Planning Consultant Joint Stock Company. The research method used in this study is quantitative research by investigating and processing data through the steps such as: descriptive statistics, testing the scale, factor analysis, correlation analysis, regression analysis. The software applied here is SPSS 18. There are 230 distributing to customers and then get back 205 valid ones to do analysis, it is approximately 90%. 　 　The research results show that there are three main factors affecting general customer satisfaction including: (1) trust, (2) empathy, and (3) tangibles. These factors have positive impact on general satisfaction with service. Other factors in the model “assurance”, “reliability”, “responsiveness”, and “accuracy” are statistically insignificant and considered as must-be features for the construction consulting service. 　 　Finally, this study also point out limitations as well as directions for further researches.