| Summary: | 碩士 === 樹德科技大學 === 經營管理研究所 === 102 === Understanding the importance of service quality and customer satisfaction will help organizations remain competitiveness in the market and hence grow. To measure these constructs from the customers/ learners’ perspective is a must for organizations in order to better understand their need and satisfy them. Service quality is considered as a lodestar which leads to higher customer satisfaction, profitability, reduced cost, customer loyalty for businesses. This thesis uses SERVQUAL model in the context of driving training center to describe how learners perceive driving training quality and discover factors that influence the learners’ satisfaction with driving training quality, then it offers some solutions and recommendations to improve driving training quality to maintain learner satisfaction. This thesis uses a self-completion questionnaire based on the SERVQUAL instruments, which are distributed to learners at Lap Phuong Thanh driving training center to determine their perceptions of driving training quality. The followings include findings, discussion, research conclusion and implications.
Key words: service quality, customer satisfaction, SERVQUAL, driving training service
|
|---|
