Solution to enhance service quaility at akzonobel powder coatings viet nam company

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Nội dung chi tiết: Solution to enhance service quaility at akzonobel powder coatings viet nam company

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 SERVICE QUALITYAT AKZONOBEL POWDER COAT

Solution to enhance service quaility at akzonobel powder coatings viet nam company TINGS VIET NAM COMPANYID: 22120083MASTER OF BUSINESS ADMINISTRATIONSUPERVISOR: PGS. TS. Tran Ha Minh QuanHo Chi Minh City - Year 2015AbstractThe “serv

itization of business” (Vander Merwe and Rada, 1988) is movement even in manufacturing industry. So AkzoNobel Powder Coatings who is a leading manufac Solution to enhance service quaility at akzonobel powder coatings viet nam company

turer in Viet Nam powder coatings industry focus on customers, products and service commitments continuously. Delivering an efficient and effective cu

Solution to enhance service quaility at akzonobel powder coatings viet nam company

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

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDang Thi Ngoc XuanSOLUTIONS TO ENHANCE SERVICE QUALITYAT AKZONOBEL POWDER COAT

Solution to enhance service quaility at akzonobel powder coatings viet nam company ough previous reports on yearly customer satisfaction survey, AkzoNobel Powder Coatings recognize that their customers” satisfaction and loyalty are d

ecreasing currently due to low service quality measured through SERVQUAL (Parasuraman et al., 1985). It is essential to design the improving customer Solution to enhance service quaility at akzonobel powder coatings viet nam company

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

Solution to enhance service quaility at akzonobel powder coatings viet nam company

gate the real cause of service quality problem influencing on business performance, focusing on quality dimensions. Particularly, this study aims to i

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDang Thi Ngoc XuanSOLUTIONS TO ENHANCE SERVICE QUALITYAT AKZONOBEL POWDER COAT

Solution to enhance service quaility at akzonobel powder coatings viet nam company e Gap model (Bergman & Klefjo, 1994).2Importantly, the final objective is to build the improving action plan, especially for complaint handling to enh

ance the customer service process at AkzoNobel Powder Coatings Viet Nam.To achieve the research objectives, the empirical study and literature study u Solution to enhance service quaility at akzonobel powder coatings viet nam company

ndertaken. Quality dimensions, service quality gaps and quality measures in manufacturing company were the three areas that are reviewed in the litera

Solution to enhance service quaility at akzonobel powder coatings viet nam company

ture review study.AkzoNobel Powder Coatings Viet Nam has a wide service portfolio with different types of services, which can be classified as product

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDang Thi Ngoc XuanSOLUTIONS TO ENHANCE SERVICE QUALITYAT AKZONOBEL POWDER COAT

Solution to enhance service quaility at akzonobel powder coatings viet nam company ems were identified, and the purpose could be fulfilled.Keywords: powder coatings, service quality, customer satisfaction, complaint,solutionsNomencla

tureANPCVNAkzoNobel Powder Coatings Viet NamCMOColor Matching OptimizationCCSCustomer Complaint ServiceCSatYearly Customer Satisfaction SurveyCTSCusto Solution to enhance service quaility at akzonobel powder coatings viet nam company

mer Technical ServiceICTInformation and Communications TechnologyKAMKey Account ManagerKPIKey Performance IndicatorMSManaged ServicesHRHuman ResourceO

Solution to enhance service quaility at akzonobel powder coatings viet nam company

TIFOn-Time-In-FullQAQuality AssuranceTCTechnical ConsultingSDMService Delivery Manager

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDang Thi Ngoc XuanSOLUTIONS TO ENHANCE SERVICE QUALITYAT AKZONOBEL POWDER COAT