A study of customer satisfaction: The case of Phong Vu trading & service joint stock company
Abstract
The purpose of this study is to research how service quality has affected customer satisfaction.
The Literature Review was conducted to provide the theoretical framework for the research model in this study of Phong Vu Trading & Service Joint Stock Company. SERVQUAL model of Parasuraman was chosen and questionnaire was prepared for testing the customer satisfaction through 5 dimensions of service quality in the context of PV. After collecting data and analyzing 231 valid questionnaires with SPSS software, the results has showed the satisfaction and important scores of customer requirement and gaps between them. From this, we can find out the important factors impact to customer satisfactions.
Although there are some limitations of this study, I hope that this study can contribute implications for PV managers when they want to improve service quality
and enhance customer satisfaction.