| dc.description.abstract | This research measures the effects of mobile telecommunication networks
users ‟s customer satisfaction in Ho Chi Minh city. Moreover, this research examines
the impact of the seven independent variables are tangible ,reliability
,responsiveness, technical quality ,image ,empathy ,assurance and the dependent
variable Service Quality Perception on Customer Satisfaction. With the result of this
research, it provides a general view about real needs of Customer to mobile
telecommunication networks companies that are operating in in HCMC in order to
have appropriate adjustments and effective improvement for maintaining stability in
operation.
With the results of the path analysis exploring the direct and indirect effects
of seven independent and one dependent variables on customer satisfaction, this
research suggests that in order to achieve high network user satisfaction,
companies in HCMC should achieve high level of Service Quality Perception by
providing the better Functional.
Besides that, It is also important to include a measure of image when
assessing service quality perception. A positive image makes it easier for a firm to
communicate effectively, and it makes people more perceptive to favorable word-ofmouth messages. It is very important for organizations to have a clear, favorable
image.
In conclusion, with experiences in process of conducting research,
researcher also knows about the limitations, have helpful recommendations for future
research. Moreover, this research also provides some recommendations to mobile
telecommunication networks companies in HCMC in order to have adjustment and
improve the level customer satisfaction. | en_US |
