Luận văn thạc sĩ solution to enhance service quaility at akzonobel powder coatings viet nam company

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Luận văn thạc sĩ solution to enhance service quaility at akzonobel powder coatings viet nam company

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDang Thi Ngoc XuanSOLUTIONS TO ENHANCE SERVIC E QUALITYAT AKZONOBEL POWDER COA

Luận văn thạc sĩ solution to enhance service quaility at akzonobel powder coatings viet nam companyATINGS VIET NAM COMPANYID:22120083MASTER OE BUSINESS ADMINISTRATIONSUPERVISOR: PGS. I S. I ran Ha Minh QuanHo Chi Minh City - Year 2015AbstractThe “se

rvitization of business’* (Vander Merwe and Rada, 1988) is movement even in manufacturing industry. So AkzoNobel Powder Coatings who is a leading manu Luận văn thạc sĩ solution to enhance service quaility at akzonobel powder coatings viet nam company

facturer in Viet Nam powder coatings industry focus on customers, products and sen ice commitments continuously. Delivering an efficient and effective

Luận văn thạc sĩ solution to enhance service quaility at akzonobel powder coatings viet nam company

customer sendee IS their primary' objective. They deliver activities to promote busmess through the provision of technical support, problem solving a

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDang Thi Ngoc XuanSOLUTIONS TO ENHANCE SERVIC E QUALITYAT AKZONOBEL POWDER COA

Luận văn thạc sĩ solution to enhance service quaility at akzonobel powder coatings viet nam companyrough previous reports on yearly customer satisfaction survey, AkzoNobel Powder C oatings recognize that their customers’ satisfaction and loyalty-are

decreasing currently due to low sen ice quality measured through SERVQUAL (Parasuraman et al., 1985). It is essential to design the improving custome Luận văn thạc sĩ solution to enhance service quaility at akzonobel powder coatings viet nam company

r service plan for AkzoNobel to maintain and develop the business performance. This lead to the purpose of this thesis:The first objective is to inves

Luận văn thạc sĩ solution to enhance service quaility at akzonobel powder coatings viet nam company

tigate the real cause of sen ice quality problem influencing on business performance, focusing on quality dimensions. Particularly, this study aims to

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDang Thi Ngoc XuanSOLUTIONS TO ENHANCE SERVIC E QUALITYAT AKZONOBEL POWDER COA

Luận văn thạc sĩ solution to enhance service quaility at akzonobel powder coatings viet nam companythe Gap model (Bergman & Klefjo, 1994).1Importantly, the final objective IS to build the improving action plan, especially for complaint handling to e

nhance the customer sen ice process al AkzoNobcl Powder Coatings Viet Nam.To achieve the research objectives, the empirical study and literature study Luận văn thạc sĩ solution to enhance service quaility at akzonobel powder coatings viet nam company

undertaken. Quality dimensions, sen ice quality gaps and quality measures 111 manufacturing company were the three areas that are reviewed in the lit

Luận văn thạc sĩ solution to enhance service quaility at akzonobel powder coatings viet nam company

erature review study.AkzoNobel Powder Coatings Viet Nam has a wide sen ice portfolio with different types of sen ices, which can be classified as prod

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDang Thi Ngoc XuanSOLUTIONS TO ENHANCE SERVIC E QUALITYAT AKZONOBEL POWDER COA

Luận văn thạc sĩ solution to enhance service quaility at akzonobel powder coatings viet nam companyoblems were identified, and the purpose could be fulfilled.Keywords: powder coatings, sen ice quality7, customer satisfaction, complaint, solutions2No

menclatureANPCVN AkzoNobel Powder Coatings Viet NaniCMOColor Matching OptimizationCCSCustomer Complaint Service('SatYearly Customer Satisfaction Surve Luận văn thạc sĩ solution to enhance service quaility at akzonobel powder coatings viet nam company

yCISCustomer Technical ServiceICTInformation and Communications TechnologyKAMKey Account ManagerKPIKey Performance IndicatorMSManaged SendeesHRHuman R

Luận văn thạc sĩ solution to enhance service quaility at akzonobel powder coatings viet nam company

esourceOIIFOn- rimc-ln-FullQAQuality AssuranceTCTechnical ConsultingSDMService Delivery Manager3

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDang Thi Ngoc XuanSOLUTIONS TO ENHANCE SERVIC E QUALITYAT AKZONOBEL POWDER COA