Factors affecting customer satisfaction towards delivery service - Case of Vietnam post in HCMC

Abstract

The main purpose of the study is to find out critical factors that affecting customer satisfaction towards delivery service of Vietnam Post in HCMC. The conceptual framework based on theoretical foundation of SERVPERF model that included seven independent factors, namely, Reliability, Assurance, Responsiveness, Empathy, Tangibles, Price, and Image (or Corporate Image); and one dependent factor, Satisfaction. The quantitative method was applied in this study with the survey of 350 questionnaires that were conducted at 8 General Post Offices of Vietnam Post in HCMC. The collected data was analyzed by Statistical Package for the Social Sciences (SPSS) included five steps, namely, Descriptive Statistics, Reliability Statistics, Factor Analysis, Correlation Testing, and Regression Analysis. Besides, One-way Analysis of Variances should also be conducted to compare the effectiveness of categorical independent variables on customer satisfaction. Keywords: customer satisfaction, service quality, delivery service