| dc.description.abstract | This thesis is conducted with the purpose to measure the factors affect customer satisfaction and customer loyalty of take away coffee model business toward Porevol coffee shop in Ho Chi Minh City. The main problem that should be done in this study is that customers they are satisfied and become loyalty with service quality of Porevol coffee shop or not. The findings of this research are extremely important for the operator and staffs of the Porevol coffee shop. Not only that, it will show the relationship between the service performance and customer satisfaction.
In this study, we will use both quantitative and qualitative to reach to the feedback of the customers. It is survey method and interview in typically. The Service Quality (SERVQUAL) model is the theoretical framework that was used to design the questionnaire during the study.
After the study was done, the result shows that there is correlation between 5 factors of SERVQUAL model that are being used with customer satisfaction and correlation between customer satisfaction and customer loyalty. But something still not touches the customer insights and it reduced the customer satisfaction and customer loyalty. There are 5 factors in SERVQUAL model are tangible, reliability, responsiveness, assurance and empathy were being used to measure the answers of the customers. However, only three of them which are Responsiveness, Assurance and Empathy could be the predictors of Customer Satisfaction.
In general, the customers who come to Porevol, they are likely satisfied with
the product and service of the coffee shop and would become loyalty. In particularly, Porevol should continue to update and improve to satisfy customer much more. | en_US |
