Measuring Customer Satisfaction of Construction Consultancy Design Services – A Case Study in Viet Nam

• Main Authors: Le Tuan Anh, 黎俊英
• Other Authors: 林豐騰
• Format: Others
• Language: en_US
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/61175326810089276040

碩士 === 樹德科技大學 === 經營管理研究所 === 103 === It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others used service quality dimensions to evaluate service quality. What about the relationship between customer satisfaction and service quality dimensions; the relationship between service quality and its dimensions? Purpose: The main purpose of this study is to examine the relationship between customer satisfaction and service quality in construction consultancy services design sectors with respect to the service quality dimensions. Method: Convenience sampling technique was used to collect quantitative data from customers of Hai Duong Transportation Construction Consultancy Company to get their satisfaction levels and meaning of service quality which were substituted in the SERVQUAL model. Chi-square test was used to test the hypotheses separately and in a group. Findings: The research results show that customers using the services Hai Duong Transportation Construction Consultancy Company are directly affected by four main elements: (1) Tangibility, (2) Responsiveness, (3) Assurance and (4) empathy. These factors have positive influence on the customer satisfaction. The research results also suggest some solutions to enhance customer satisfaction with the services. This study affirms the reliability of SERVQUAL model in measuring customer satisfaction. Finally, this study also points out the limitations and directions for future researches. Implication/Contribution: The findings imply that service quality is not the only factors that could lead to customer satisfaction in service sectors; that service quality dimension varies in the different service sectors. The findings suggest that to provide quality service in order to satisfy customers, organizations in this kind of service sectors need to improve on the dimensions of service quality. It provides results that could be useful to managers in business organizations for strategic planning.