Improving quality of compressed natural gas (CNG) supplying service - Case study of Petrovietnam Southern Gas Joint Stock Company (PV GAS SOUTH COMPANY)
Abstract
study aims to investigate factors influencing the service
providing quality of PV Gas South Company ("Compressed natural gas"
product only) and examine the satisfaction level of customers toward received
service. A conceptual framework was developed based on relating studies
about service quality measurement. Some in-depth interviews were conducted
with five big customers of PV Gas South located in differences provinces in
Southern Vietnam to collect data. After that, these data was analyzed by
researcher and then double-checked with some experts of PV Gas South
Company through a focused group discussion in order to find out more about
customers' opinion and suggest measures to meet customers' requirements for
improving core product-service quality, human elements and systematization
of service providing. Result of research paper shows that service quality is
essential for determining satisfaction level of customers and there are several
factors on service quality model that company needs to improve in order to
meet customers' requirement. Moreover, it also indicates the importance of
improving service quality as well as customer satisfaction toward the
development of company. Finally, researcher points out some limitations and
suggests direction for future research.
Key words:
Service quality, Customer satisfaction, Energy industry