Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ
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Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ
MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYHuỳnh Thị Ngọc MaiTHE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACT Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ TION AND CUSTOMER LOYALTYIN CLEANING SERVICE INDUSTRYAn evidence of Pan Pacific CorporationMASTER'S THESISMajor:Business AdministrationMajor Code:60.34.05SupervisorDr. Trần Hà Minh QuânHo Chi Minh City 2010ACKNOWLEDGEMENTI would like to record my most sincere appreciation and heartfelt thanks to ind Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ ividuals, of whom without, might not lead to the possibility of this research to be realized. First and foremost, I wish to express my deep sincere grLuận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ
atitude to my supervisor Dr.Tran Ha Minh Quan for his guidance, encouragement and excellent advices throughout this study.I would like to extend my siMINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYHuỳnh Thị Ngọc MaiTHE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACT Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ ns.I would also like to avail this opportunity to express my appreciation to Professor Nguyen Dong Phong and ƯEH Board of Directors for creating MBA program in English.I am also thankful to all my classmates in MBA class-Bath 16, especially Ms.Nguyen Nhu Chang, Mr.Nguyen Thanh Tiling. Mr.Lam Hong Ph Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ ong, for their collaboration and valuable assistance throughout my study.Gratitude also goes to Board of Management of Pan Pacific Corporation, colleaLuận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ
gues for giving me supports. Many thanks for Pan Pacific's Clients who save value time to respond my survey questionnaire, without them my thesis coulMINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYHuỳnh Thị Ngọc MaiTHE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACT Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ d never failed giving me continuous supports, spiritually and encouragement along the study.ABSTRACTIn the present cleaning sen ice industry. sen ice quality is a vital competitive policy to keep customers support and long-term cooperation. Cleaning senice providers are trying to win customer satisf Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ action and loyalty by proving enhanced quality sen ice. The aim of this study is to examine the relationship between sen ice quality, customer satisfaLuận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ
ction and customer loyalty in cleaning sen ice industry. In this study, attention is paid to the measurement model of sen’ice quality in cleaning seniMINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYHuỳnh Thị Ngọc MaiTHE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACT Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ specific industry’ attributes and the special culture of Vietnam. 158 samples were collected from Pan Pacific Corporation’s various clients in the South of Vietnam. Cronbach Alpha was carried out to test the reliability of each statement and the summated scales were formulated by means of Explorator Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ y Factor Analysis (EFA). Then. Multiple Linear Regressions test was used to test the effect of Sen ice Quality-on Customer Satisfaction and Customer LLuận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ
oyalty, the effect of customer satisfaction on loyalty. Overall findings from this study suggest there were significant relationship between Sen ice QMINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYHuỳnh Thị Ngọc MaiTHE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACT Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ leaner competence, supen isor competence, tangibles, sen ice safety, empathy and all dimensions are positively related to Customer Satisfaction. The regression test also found that there was a positive direction and significant relationship between customer satisfaction on customer loyalty. The resu Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ lts indicated that the overall sen ice quality has significantly positive effect on overall customer loyalty. Among these six dimensions except EmpathLuận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ
y, all of them have a significantly positive effect on overall customer loyalty.Keywords: cleaning service industry, service quality, customer satisfaMINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYHuỳnh Thị Ngọc MaiTHE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACT Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ .....................................iiTABLE OF CONTENT......................................................iiiChapter 1: INTRODUCTION.................................................11.1Introduction about cleaning service industry.....................11.2Research background:....................... Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ ......................21.3Research problem.................................................41.4Research Questions.....................................Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ
..........51.5Objectives of the study..........................................51.6Scope of the Study...............................................51MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYHuỳnh Thị Ngọc MaiTHE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACTMINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYHuỳnh Thị Ngọc MaiTHE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACTGọi ngay
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