Luận văn thạc sĩ 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 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 factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ ACOMPARATIVE STUDY BETWEENADMINISTRATIVE SERVICE ANDTRANSPORT SERVICE IN DONG NAIPROVINCEMASTER OF BUSINESS (Honours)Ho Chi Minh City - Year 2013ACKNOWLEDGEMENTIt is my fortunate to have Dr Nguyen Thi Nguyet Que as my advisor with her strong experience and deep involment in the category related to m Luận văn thạc sĩ factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ y stated problem. She provided me with sharp advice on how to approach the problem Her penetrating comments have led to revisions and clarifications oLuận văn thạc sĩ factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ
f my analysis in this paper. She was also helpful in narrowing down the area of research during my preparation for the final report She was always graUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessPhan Huynh Van ThaoFACTORS AFFECTING CUSTOMERSATISFACTION IN PUBLIC SECTOR: A Luận văn thạc sĩ factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ and indebted to him for his expert, valuable guidance, insightful comments, and encouragement extended to me.I would like to express my gratitude to all ISB staffs that supported necessary materials and helped summit my papers.I am grateful to my boss and my colleagues for their support for this st Luận văn thạc sĩ factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ udy. I also thank my friends for their encouragementMy special gratitude goes to my parents who have supported to take care of my little baby in orderLuận văn thạc sĩ factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ
for me to have time to pursue the program Last but not less, thanks to my husband who always facilitate me with good conditions to complete my study.UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessPhan Huynh Van ThaoFACTORS AFFECTING CUSTOMERSATISFACTION IN PUBLIC SECTOR: A Luận văn thạc sĩ factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ nistrative service and transport sen ice in Dong Nai Province”, was accomplished based on my research seriously and independently.The data was collected from citizens who had experiences using public sen ice in Dong Nai province by the author in reality. It has clear source. Thus, the data was trust Luận văn thạc sĩ factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ ful handled and conducted by the author.Phan Huynh Van ThaoDong Nai, October 1st 20134 I p a g eABSTRACTThis study examined the relationships among niLuận văn thạc sĩ factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ
ne dimensions of service quality and customer satisfaction toward public sen ice in Dong Nai province and the compaction of this relationships betweenUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessPhan Huynh Van ThaoFACTORS AFFECTING CUSTOMERSATISFACTION IN PUBLIC SECTOR: A Luận văn thạc sĩ factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ tive senice and 110 customers rated about public transport service) who had an experience working with public administrative sen ice and public transport sen ice 111 Dong Nai within the last 3 years, a customer was randomly approached to complete a survey.Firstly, the research proposed a model to an Luận văn thạc sĩ factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ alyze the effect of nine dimensions (tangibility, reliability, responsiveness, competence, courtesy, credibility, access, communication, and understanLuận văn thạc sĩ factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ
ding the customer) (Parasuraman et al 1985) of sen ice quality on customer satisfaction in public senice. Secondly, the study used Statistic Package fUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessPhan Huynh Van ThaoFACTORS AFFECTING CUSTOMERSATISFACTION IN PUBLIC SECTOR: A Luận văn thạc sĩ factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ e sen ice quality variables named as tangibility, reliability, competence, access and empathy. The results indicated that tangible and competence have strong positive effect on customer satisfaction. Finally, the research finding confirmed that the impact of dimensions on customer satisfaction towar Luận văn thạc sĩ factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ d a public sen ice is affected by the type of public sen ice differently (public administrative sen ice and public transport sen ice)Keywords: ServiceLuận văn thạc sĩ factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ
s quality, Customer satisfaction, Public administrative service, Public transport service, and Public service.5 I PageTABLE OF CONTENTSABSTRACT.......UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessPhan Huynh Van ThaoFACTORS AFFECTING CUSTOMERSATISFACTION IN PUBLIC SECTOR: A Luận văn thạc sĩ factors affecting customer satisfaction in public sector, a comparative study between administrative service and transport service in dong nai province , luận văn thạc sĩ ..91.2RESEARCH PROBLEM.................................11UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessPhan Huynh Van ThaoFACTORS AFFECTING CUSTOMERSATISFACTION IN PUBLIC SECTOR: AGọi ngay
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