Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi
Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi
■ STARSRATED FOR EXCELLENCE2012sBa.EducationFPT UNIVERSITYFactors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi iThe case study of FPT UniversityGROUP 1Lecturer: Mrs. Nguyen Hoang Phuong LinhJuly, 2021Table of ContentsCHAPTER 1: INTRODUCTION1.1Topic backgroundRecently, coffee culture and accompanying products and services are increasingly popular in the lifestyle of Vietnamese people. In this day and age, peo Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi ple come to a coffee shop not only to drink coffee but also to want a comfortable space, relax, or experience other services to regain balance in lifeFactors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi
.Today, have many chain coffee stores opening across the country famous as Starbucks, The Coffee House, Highlands Coffee, etc. Unlike other coffee bus■ STARSRATED FOR EXCELLENCE2012sBa.EducationFPT UNIVERSITYFactors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi t the same time, the business goal of the company. Highlands coffee's business goal is to lead the way to lead the high-end retail industry in Vietnam. Highlands Coffee starting with packaged coffee products in Hanoi in 2000. Highlands Coffee has rapidly developed and expanded into a famous coffee s Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi hop brand and has continuously expanded its operations at home and abroad since 2002.Highlands Coffee has chosen for itself the form of chain businessFactors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi
to apply. The reality shows that this business form is very suitable to the reality and needs of customers. Highlands Coffee succeeds in building a l■ STARSRATED FOR EXCELLENCE2012sBa.EducationFPT UNIVERSITYFactors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi ands Coffee is currently the most successful brand of the chain business model - a franchise-oriented business model. After a long journey. Highlands Coffee has constantly improved and developed to bring delicious, comparable coffee products in a comfortable and polite space. Highlands Coffee'scoffe Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi e cups are not only a familiar drink but also represent a part of the modern culture of Vietnamese people. Highland has not stopped growing to expandFactors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi
its stores across the whole country of Vietnam. In 2011. Highlands Coffee had only 50 stores, by 2015 there were 75 stores. By the end of March 2017, ■ STARSRATED FOR EXCELLENCE2012sBa.EducationFPT UNIVERSITYFactors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi 0 stores in 25 provinces and cities nationwide. Up to now. Highlands Coffee has had more than 300 stores and has become a familiar brand for every person.In Hanoi, Highlands is a place where people often enjoy the space, affirm their own style, or simply meet and t hat with friends and colleagues an Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi d enjoy together whal Highlands Coffee brings again. Now, Highlands Coffee has about 96 stores across the districts OÍ Hanoi.In fact, the needs of cusFactors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi
tomers change constantly, and therefore, in order to best meet those needs, Highlands Coffee needs to regularly conduct marketing research activities ■ STARSRATED FOR EXCELLENCE2012sBa.EducationFPT UNIVERSITYFactors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi be changes. Therefore, the study of satisfaction is very necessary.1.2Practical problemsCurrently, Highland Coffee's market share is decreasing significantly, mainly due to the decrease in customer satisfaction about the quality of beverage service here, especially after the incident: "There was a m Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi ouse in the cake of Highland Coffee" in 20081 and "Reprinting the expiry date of canned coffee" in 20ll2 3.In addition, in February 2020, customers alFactors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi
so boycotted Highland Coffee because its employees discriminated against people with disabilities and lottery ticket sellers.’’ 10 strengthen its posi■ STARSRATED FOR EXCELLENCE2012sBa.EducationFPT UNIVERSITYFactors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi objectivesThe main purpose of this study is to determine the factors affecting customer satisfaction about the quality of beverage service al Highlands Coffee Hanoi. After that, the study will give1“Nghi vân vê bánh cúa Highland coffee có chuột chêt - VnExpress".2“Cà phê Highlands 'bản lại hạn sứ dụ Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi ng" 31 nghìn sán phắm".3VietnamBiz. “Highlands Coffee bị tó đuối khách vi tường lá người bán vé số".solutions and recommendations to improve the serviFactors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi
ce quality of Highlands Coffee. This study was achieved by carrying out the following objectives:❖Identify customer satisfaction and factors affect.❖C■ STARSRATED FOR EXCELLENCE2012sBa.EducationFPT UNIVERSITYFactors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi pond well1.4Research questionsThe questions used to find out the research objectives are as follows:❖ What factors affect customer satisfaction with Highland Coffee? Factors of service quality affecting customer satisfaction of Highlands Coffee shop in Hanoi ■ STARSRATED FOR EXCELLENCE2012sBa.EducationFPT UNIVERSITYFactors of service quality affecting customer satisfaction of Highlands Coffee shop in HanoiGọi ngay
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