Factor Affecting Customer Satisfaction on Service Quality of LPG Suppling by Vietnam LPG Co., Ltd (VTGAS)

• Main Authors: Duong Duc Kien, 楊德堅
• Other Authors: Lee, Hsien Da
• Format: Others
• Language: en_US
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/4p5d47

碩士 === 美和科技大學 === 企業管理系經營管理碩士班 === 104 === Study " Factor Affecting Customer Satisfaction On Service Quality Of LPG Suppling By VietNam LPG Co., Ltd (VTGAS) " is done in the context of strong competition between a lot of company providing Gas in HCM City. This study was conducted at the company VTGAS, with select random sampling in 10/150 agents VTGAS at HCMC city. Study consists three core issues. First, study using the theory of product quality, service, service quality model of SERVQUAL (Parasuraman, 1988). From the quality of service model SERVQUAL authors adjusted the model to adapt research on service satisfaction with VTGAS product. Second, through qualitative research questions from customers and manager of VTGAS have identified seven factors that affect service satisfaction : Product Standards, Company Policies, Convenience, Service Style, Trust, Price Competitiveness, Business Image. Third, through the data analysis showed that only 5 official factors impact to service satisfaction for VTGAS products. Fourth, the company's situation was analyzed, then came up with proposals to remedy the current situation of the company VTGAS: One, product standards, ensure safety of supply to customers. Second, company policy, should brush into customer mind by visiting and sending gifts of holidays, birthdays. Third, service style, employees should be considerate behavior with customers and especially resolving customer complaints must be subtle, make customers happy. Fourthly, price, the company discounted prices by support customer or free transportation for clients. Fifth, business image, must promote business image to customers by investing on promotion, creating a unique style of VTGAS through company culture. Through that researcher has also pointed out the limited presence of the study, and give suggestion for futher research.