Factors impacting on customers satisfaction in express courier service a case study of ems service in HCM

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Factors impacting on customers satisfaction in express courier service a case study of ems service in HCM

fOUMOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)FACTORS IMPACTING ONCUSTOMERS’ SATISFACTION IN EXPRESS COURIER SERVICE A CASE STUDY OF EMS SERVI

Factors impacting on customers satisfaction in express courier service a case study of ems service in HCM ICE IN HCMCSTUDENT’S FULL NAMESTUDENT IDINTAKEADVISOR'S NAME & TITLESAW THAN HTAY AUNG CGS0001824341760NGUYEN THE KHAI. DBA42217Advisor’s assessmentAd

visor's signature/■/■ACKNOWLEDGEMENTFirst. 1 would like to express my sincere gratitude and appreciation to Dr. Nguyen The Khai. DBA. who gave me usef Factors impacting on customers satisfaction in express courier service a case study of ems service in HCM

ul inilial orientation, valuable guidance and thorough comments for my research project.Second. I greatly appreciate all the EMS courier stalls in HCM

Factors impacting on customers satisfaction in express courier service a case study of ems service in HCM

C, who help me conduct the delivery and collection questionnaires by hand in shortest time as they can.Third. I would like to thank all lecturers who

fOUMOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)FACTORS IMPACTING ONCUSTOMERS’ SATISFACTION IN EXPRESS COURIER SERVICE A CASE STUDY OF EMS SERVI

Factors impacting on customers satisfaction in express courier service a case study of ems service in HCM min team at Hutech University. Without them, I could not fulfil this MBA program.Finally. 1 heartily thank to my parents, my wife and my lovely daught

er for their great support and on-going encouragements. Without them. 1 cannot complete this research project.HiABSTRACTService quality has become one Factors impacting on customers satisfaction in express courier service a case study of ems service in HCM

of the top priorities in doing business nowadays because it remains customer satisfaction and loyalty, growth and profitability. Factors impacting on

Factors impacting on customers satisfaction in express courier service a case study of ems service in HCM

customers' satisfaction are extremely important for businesses in finding way Io deliver satisfaction to customers thereby gaining success in sales.

fOUMOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)FACTORS IMPACTING ONCUSTOMERS’ SATISFACTION IN EXPRESS COURIER SERVICE A CASE STUDY OF EMS SERVI

Factors impacting on customers satisfaction in express courier service a case study of ems service in HCM ing service quality, price and payment, distribution channel, and service diversification, which impact on customers’ satisfaction in EMS in HCMC via

150 delivery and collection questionnaire. Almost respondents, who are customers of EMS. are companies. Collected data is analyzed by the methods of S Factors impacting on customers satisfaction in express courier service a case study of ems service in HCM

PSS 22 for Window i.e. Cronbach’ alpha coefficients, factor analysis, and multiple linear regression analysis. The result indicates that Service quali

Factors impacting on customers satisfaction in express courier service a case study of ems service in HCM

ty. Price and Distribution channel are good predictors for customers’ satisfaction, in which Distribution channel is the most significant contribution

fOUMOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)FACTORS IMPACTING ONCUSTOMERS’ SATISFACTION IN EXPRESS COURIER SERVICE A CASE STUDY OF EMS SERVI

Factors impacting on customers satisfaction in express courier service a case study of ems service in HCM satisfaction in medium level. In the light of findings suggest that managers should think over to improve the quality of service, and then lead to sat

isfy customers in higher level if the firm w ants to exist in today rapid fluctuating market.ivTABLE OF CONTENTACKNOWLEDGEMENTS_______________________ Factors impacting on customers satisfaction in express courier service a case study of ems service in HCM

_____________________________________________________111ABSTRACT_____________________________________________________________________________________I

Factors impacting on customers satisfaction in express courier service a case study of ems service in HCM

VCONTENTS______________________________________________________________________________________VLIST OF TABLES________________________________________

fOUMOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)FACTORS IMPACTING ONCUSTOMERS’ SATISFACTION IN EXPRESS COURIER SERVICE A CASE STUDY OF EMS SERVI