Evaluating factors affecting learners’ satisfaction on driving training quality at Lap Phuong Thanh driving training center – Hai Duong City
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 b...
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ndltd-TW-102STU054570152017-03-11T04:21:45Z http://ndltd.ncl.edu.tw/handle/17955924072088032795 Evaluating factors affecting learners’ satisfaction on driving training quality at Lap Phuong Thanh driving training center – Hai Duong City Evaluating factors affecting learners’ satisfaction on driving training quality at Lap Phuong Thanh driving training center – Hai Duong City VAN PHONG NGUYEN 阮文峰 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 陳碧雲 2013 學位論文 ; thesis 92 en_US |
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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
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陳碧雲 |
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陳碧雲 VAN PHONG NGUYEN 阮文峰 |
author |
VAN PHONG NGUYEN 阮文峰 |
spellingShingle |
VAN PHONG NGUYEN 阮文峰 Evaluating factors affecting learners’ satisfaction on driving training quality at Lap Phuong Thanh driving training center – Hai Duong City |
author_sort |
VAN PHONG NGUYEN |
title |
Evaluating factors affecting learners’ satisfaction on driving training quality at Lap Phuong Thanh driving training center – Hai Duong City |
title_short |
Evaluating factors affecting learners’ satisfaction on driving training quality at Lap Phuong Thanh driving training center – Hai Duong City |
title_full |
Evaluating factors affecting learners’ satisfaction on driving training quality at Lap Phuong Thanh driving training center – Hai Duong City |
title_fullStr |
Evaluating factors affecting learners’ satisfaction on driving training quality at Lap Phuong Thanh driving training center – Hai Duong City |
title_full_unstemmed |
Evaluating factors affecting learners’ satisfaction on driving training quality at Lap Phuong Thanh driving training center – Hai Duong City |
title_sort |
evaluating factors affecting learners’ satisfaction on driving training quality at lap phuong thanh driving training center – hai duong city |
publishDate |
2013 |
url |
http://ndltd.ncl.edu.tw/handle/17955924072088032795 |
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