(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 N’goc XuanSOLUTIONS TO ENHANC E SERVIC E QUALITYAT AKZONOBEL POWDER C

(LUẬN văn THẠC sĩ) solution to enhance service quaility at akzonobel powder coatings viet nam company COATINGS VIET NAM COMPANYID:22120083MASTER OF BUSINESS ADMINISTRATIONSUPERVISOR: PGS. IS. I ’ran Ha Minh QuanHo Chi Minh City - Year 2015AbstractThe “

servitization of business” (Vander Merwe and Rada, 1988) is movement even in manufacturing industry. So AkzoNobcl Powder Coatings who is a leading man (LUẬN văn THẠC sĩ) solution to enhance service quaility at akzonobel powder coatings viet nam company

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

(LUẬN văn THẠC sĩ) solution to enhance service quaility at akzonobel powder coatings viet nam company

e customer service is their primary objective. They deliver activities to promote business through the provision of technical support, problem solving

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDang Thi N’goc XuanSOLUTIONS TO ENHANC E SERVIC E QUALITYAT AKZONOBEL POWDER C

(LUẬN văn THẠC sĩ) solution to enhance service quaility at akzonobel powder coatings viet nam company through previous reports on yearly customer satisfaction survey.AkzoNobel Powder C oatings recognize that their customers’ satisfaction and loyalty a

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

mer senice plan for AkzoNobel to maintain and develop the business performance. This lead to the purpose of this thesis:The first objective is to inve

(LUẬN văn THẠC sĩ) solution to enhance service quaility at akzonobel powder coatings viet nam company

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

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDang Thi N’goc XuanSOLUTIONS TO ENHANC E SERVIC E QUALITYAT AKZONOBEL POWDER C

(LUẬN văn THẠC sĩ) solution to enhance service quaility at akzonobel powder coatings viet nam company the Gap model (Bergman & Kletjo. 1994).1Importantly, the final objective is to build the improving action plan, especially for complaint handling to

enhance the customer service process al AkzoNobel Powder Coalings Viet Nam.To achieve the research objectives, the empirical study and literature stud (LUẬN văn THẠC sĩ) solution to enhance service quaility at akzonobel powder coatings viet nam company

y undertaken. Quality dimensions, service quality gaps and quality measures in 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 service portfolio with different types of services, which can be classified as prod

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDang Thi N’goc XuanSOLUTIONS TO ENHANC E SERVIC E QUALITYAT AKZONOBEL POWDER C

(LUẬN văn THẠC sĩ) solution to enhance service quaility at akzonobel powder coatings viet nam company blems were identified, and the purpose could be fillfilled.Keywords: powder coatings, service quality, customer satisfaction, complaint, solutions2Nom

enclatureANPCVNAkzoNobel Powder Coatings Viet NamCMO CCSColor Matching Optimization Customer Complaint Service(SatYearly Customer Satisfaction SurveyC (LUẬN văn THẠC sĩ) solution to enhance service quaility at akzonobel powder coatings viet nam company

ISCustomer Technical Sen iceICTInformation and Communications TechnologyKAMKey Account ManagerKPIKey Performance IndicatorMSManaged ServicesHRHuman Re

(LUẬN văn THẠC sĩ) solution to enhance service quaility at akzonobel powder coatings viet nam company

sourceOTI1-On-1 imc-ln-l ullQAQuality AssuranceTCTechnical ConsultingSDMService Delivery Manager3

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDang Thi N’goc XuanSOLUTIONS TO ENHANC E SERVIC E QUALITYAT AKZONOBEL POWDER C