Factors that affect customer satisfaction towards the service quality of motorbike care centers in Ho Chi Minh city

Abstract

With the purpose of studying factors that affect customer satisfaction towards the service quality of motorbike care centers in Ho Chi Minh city, the research focus on what make customer feel satisfied when they use service at motorbike care centers in Ho Chi Minh city. The SERVQUAL model with five dimensions was used in this research. The quantitative method was applied and questionnaire with 250 respondents was conducted. The respondents were randomly chosen with conditions: having been old enough to use motorbike and have used to use service at motorbike care centers in Ho Chi Minh city. Besides, the qualitative method was also applied by in-depth interview with managers and employees, as well as customers at motorbike care centers with purpose: design a perfect questionnaire that be suitable to research context and find solutions from customers to answer the problems in research.

This survey was done using descriptive statistics, factor analysis and regression analysis. As a result, the research found out that there was a difference when applying the SERVQUAL model to this research context.