Luận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ
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Luận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ
UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessPhan Huynh Van ThaoFACTORS AFFECTING CUSTOMERSATISFACTION IN PUBLIC SECTOR: A Luận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩACOMPARATIVE STUDY BETWEENADMINISTRATIVE SERVICE ANDTRANSPORT SERVICE IN DONG NAIPROVINCEMASTER OF BUSINESS (Honours)Ho Chi Minh City - Year 2013UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessPhan Huynh Van ThaoFACTORS AFFECTING CUSTOMERSATISFACTION IN PUBLIC SECTOR: ACOMPA Luận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩRATIVE STUDY BETWEENADMINISTRATIVE SERVICE ANDTRANSPORT SERVICE IN DONG NAIPROVINCEID: MBUS111039MASTER OF BUSINESS (Honours)SUPERVISOR: DR. NGUYEN THLuận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ
I NGUYET QUEHo Chi Minh City - Year 2013ACKNOWLEDGEMENTIt is my fortunate to have Dr. Nguyen Till Nguyet Que as my advisor with her strong experience UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessPhan Huynh Van ThaoFACTORS AFFECTING CUSTOMERSATISFACTION IN PUBLIC SECTOR: A Luận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩmments have led to revisions and clarifications of my analysis in this paper. She was also helpfill in narrowing down the area of research during my preparation for the final report. She was always gracious with her support. First and foremost. I would like to express my gratefulness to her.I also t Luận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩhank Prof. Nguyen Dinh Tho. I am extremely grateful and indebted to him for his expert, valuable guidance, insightful comments, and encouragement exteLuận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ
nded to me.1 would like to express my gratitude to all ISB staffs that supported necessary materials and helped summit my papers.I am gratefill to my UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessPhan Huynh Van ThaoFACTORS AFFECTING CUSTOMERSATISFACTION IN PUBLIC SECTOR: A Luận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩave supported to lake care of my little baby in order for me to have lime to pursue the program. Last but not less, thanks to my husband who always facilitate me with good conditions to complete my study.3|PageCOMMITMENTI would like to commit that this thesis, “Factors affecting customer satisfactio Luận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩn in public sector: A comparative study between administrative service and transport sen ice in Dong Nai Province”, was accomplished based on my reseaLuận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ
rch seriously and independently.The data was collected from citizens who had experiences using public service in Dong Nai province by the author in reUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessPhan Huynh Van ThaoFACTORS AFFECTING CUSTOMERSATISFACTION IN PUBLIC SECTOR: A Luận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩBSTRACTThis study examined the relationships among nine dimensions of sen ice quality and customer satisfaction toward public sen ice in Dong Nai province and the compaction of this relationships between public administrative sen ice and public transports service.The surveys were distributed to 230 Luận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩcustomers (120 customers rated about public administrative sen'ice and 110 customers rated about public transport senice) who had an experience workinLuận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ
g with public administrative sen ice and public transport sen ice in Dong Nai within the last 3 years, a customer was randomly approached to complete UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessPhan Huynh Van ThaoFACTORS AFFECTING CUSTOMERSATISFACTION IN PUBLIC SECTOR: A Luận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩsy, credibility, access, communication, and understanding the customer) (Parasuraman et al. 1985) of sen ice quality on customer satisfaction in public senice. Secondly, the study used Statistic Package for Social Science (SPSS) to analyze data through Exploratory Factor .Analysis (EFA). Then, the E Luận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩFA results lead to the revised model identified the five sen ice quality variables named as tangibility, reliability, competence, access and empathy.Luận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ
The results indicated that tangible and competence have strong positive effect on customer satisfaction. Finally, the research finding confirmed that UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessPhan Huynh Van ThaoFACTORS AFFECTING CUSTOMERSATISFACTION IN PUBLIC SECTOR: A Luận văn thạc sĩ UEH factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ sen ice and public transport sen ice)UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessPhan Huynh Van ThaoFACTORS AFFECTING CUSTOMERSATISFACTION IN PUBLIC SECTOR: AGọi ngay
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