Service quality and customer satisfaction of Nnice karaoke system in Ho Chi Minh city

Abstract

This thesis is aimed to measure customer satisfaction of Nnice karaoke system. The main problem of this study was whether customers are satisfied with service quality of Nnice karaoke or not. The findings of this research are most useful to Managers of Nnice karaoke who want improve their service. This research also found out how service quality affect to customer satisfaction and the relationship between them.

The study was basically a survey that used both qualitative and quantitative approaches. The questionnaire utilized was based on the Bitner research model, SERQUAL model and instrument that identify five qualit y dimensions in karaoke service environment.

The findings indicate that the number of satisfied customers is more than that of dissatisfied ones with Nnice karaoke service. Furthermore, from the initial five dimensions, four new dimensions are extracted to accord with the karaoke service context. These dimensions have correlation with each other and also affect the Satisfaction’s level of customers. However, there are three of them, named Tangibles, Functionality and Assurance can be predictors of Customer Satisfaction. Generally, the study implies that Nnice should improve their services quality to be more successful karaoke service.