Enhancing customer satisfaction through hotline service the case of the ministry of health’s hotline
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Enhancing customer satisfaction through hotline service the case of the ministry of health’s hotline
Enhancing customer satisfaction through hotline service the case of the ministry of health’s hotline
IlLunghwa UniversityofScienceand Technologyar tin ent of Business AdministrationI —IThesis for a Master’s DegreeEnhancing Customer Satisfaction throug Enhancing customer satisfaction through hotline service the case of the ministry of health’s hotline gh Hotline Service - The Case of the Ministry of Health’s HotlineResearcher: Pham Thi Thu ThaoSupervisor: Nguyen Ngoe QuangSupervisor: Professor. Chi- Cheng Chang43282Lunghwa I Diversity of Science and TechnologyApproval Certificate of Master’s Degree Examination BoardThis is to certify that the Mas Enhancing customer satisfaction through hotline service the case of the ministry of health’s hotline ter's Degree Examinations Board has approved the thesis Enhancing Customer Satisfaction through Hotline Service- rhe Case of the Ministry of Health'sEnhancing customer satisfaction through hotline service the case of the ministry of health’s hotline
1 lotlinepublished by Mr. / Ms.Pham Thi Thu Thao in the Master Program of Graduate Schoolof Department of Business AdministrationMaster’s Degree ExamiIlLunghwa UniversityofScienceand Technologyar tin ent of Business AdministrationI —IThesis for a Master’s DegreeEnhancing Customer Satisfaction throug Enhancing customer satisfaction through hotline service the case of the ministry of health’s hotline satisfaction through hotline service The case of the Ministry of Health's hotline Pages : 34University : T.unghwa University of Science and TechnologyGraduate School Department of Business AdministrationDate : January. 2018Degree : MasterResearcher : Pham I hi Thu ThaoAdvisor : Nguyen Ngoe Quang and Enhancing customer satisfaction through hotline service the case of the ministry of health’s hotline Chi Cheng ChangKeywords: (j/sto/rtt’r satisfation, customer service effectiveness, the Ministry of Health, hotline serviceRegarding to the importanceEnhancing customer satisfaction through hotline service the case of the ministry of health’s hotline
of customer satisfaction, the study drives its interest towards quality of hotline sen ices in Vietnam. A case study is explored through Ministry' ofIlLunghwa UniversityofScienceand Technologyar tin ent of Business AdministrationI —IThesis for a Master’s DegreeEnhancing Customer Satisfaction throug Enhancing customer satisfaction through hotline service the case of the ministry of health’s hotline ices offered by the Ministry of Health and how current performance influencing on customer satisfaction. The research questions therefore will be:- What arc the impacts of determinants to customer satisfaction in handling feedbacks in Ministry of Health's hotline sen-ice?What are recommendations to Enhancing customer satisfaction through hotline service the case of the ministry of health’s hotline further improve effectiveness of handling feedbacks in Ministry of Health's hotline sen-ice?There are many research strategies that are being used inEnhancing customer satisfaction through hotline service the case of the ministry of health’s hotline
academic studies, including survey, interview, case study, ethnography, grounded theory, or historical documents. Tn this study, survey- strategy wilIlLunghwa UniversityofScienceand Technologyar tin ent of Business AdministrationI —IThesis for a Master’s DegreeEnhancing Customer Satisfaction throug Enhancing customer satisfaction through hotline service the case of the ministry of health’s hotline arify their demographic information, including gender, age. place of work, and period of using services. The next data analysis refers to reliability test and it comes up with 3 requirements. The first requirement refers to calculation of Cronbach’s Alpha and expected value is higher than 0.6. The s Enhancing customer satisfaction through hotline service the case of the ministry of health’s hotline econd requirement refers to Corrected item-total correlation and the value must be higher than 0.3. The lastiiihttps://khothuvien.conirequirement refeEnhancing customer satisfaction through hotline service the case of the ministry of health’s hotline
rs to calculation of Cronbach’s Alpha if one variable is deleted and expected value should be lower than Cronbach’s Alpha which is obtained in first rIlLunghwa UniversityofScienceand Technologyar tin ent of Business AdministrationI —IThesis for a Master’s DegreeEnhancing Customer Satisfaction throug Enhancing customer satisfaction through hotline service the case of the ministry of health’s hotline ariable used in survey of questionnaire.Second. reliability test and EFA test are conducted to check reliability and validity of the survey item.Third, ANOVA analysis shows that there are no difference among the respondents who have different demographic characteristics in term of customer satisfact Enhancing customer satisfaction through hotline service the case of the ministry of health’s hotline ion and customer senice effectiveness. Fourth, multiple linear regressions are conducted for two pair of causal relationship.From above conclusions, tEnhancing customer satisfaction through hotline service the case of the ministry of health’s hotline
he author recommends that the companies need to consider the importance of treating customers politely. Moreover, the companies need to consider the iIlLunghwa UniversityofScienceand Technologyar tin ent of Business AdministrationI —IThesis for a Master’s DegreeEnhancing Customer Satisfaction throug Enhancing customer satisfaction through hotline service the case of the ministry of health’s hotline c indexes to measure customer satisfaction with hotline senices in specific and overall senices in general.Finally, the Ministry of Health must align hotline senice performance with all branches and subsidiaries in provinces.iv Enhancing customer satisfaction through hotline service the case of the ministry of health’s hotline IlLunghwa UniversityofScienceand Technologyar tin ent of Business AdministrationI —IThesis for a Master’s DegreeEnhancing Customer Satisfaction througGọi ngay
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