臺灣博碩士論文加值系統

The study aims to examine relationships between customers’ satisfactions and service quality at Vietnam Telecom Services Company. Quantitative methods and SPSS software (version 20) were used and data were collected from 317 mobile telecommunications service users of Vietnam Telecom Services Company (VinaPhone) during May to June 2015 in Hanoi. Results showed service quality and overall customer satisfaction were strongly related at Vietnam Telecom Services Company in Hanoi. The findings will help Vinaphone to develop better strategies for improving their customers’ satisfaction.

Acknowledgements i
Abstract ii
List of Figures vi
List of Chart vi
List of Tables vii
List of Abbreviations viii
Chapter1 INTRODUCTION 1
1.1. Research Background 1
1.2. Problem Statement 3
1.3. Research Significance 4
Chapter 2 LITERATURE REVIEW 5
2.1. Customer and Customer satisfaction 5
2.1.1. Customer 5
2.1.2. Customer roles 5
2.1.3. Customer satisfaction 5
2.2. Service quality and satisfactions toward service quality 7
2.2.1. Service quality 7
2.2.2. Satisfactions toward service quality and models of measurement 10
2.2.3. Models of measurement for satisfactions toward service quality 12
2.3. The overall satisfaction and the relationship between satisfactions toward service quality and overall satisfaction 15
2.4. Telecommunication in Vietnam 16
2.5.Introduction of Vinaphone Telecom services company and Hanoi VinaPhone 17
2.5.1. Telecommunication in Vietnam and the reason to choose VinaPhone company 17
2.5.2. VinaPhone telecom services company 19
2.5.2.1. History 19
2.5.2.2. VinaPhone’s mission 21
2.5.2.3. Vision 21
2.5.2.4. Business philosophy 21
2.5.2.5. Value of the brand 21
2.5.2.6. Functions of VinaPhone telecom services company 22
2.5.2.7. Organizational structure of VinaPhone 23
2.5.3. Hanoi VinaPhone 23
2.5.3.1. Overview of Hanoi telecommunications market 23
2.5.3.2. Telecommunications service system provided by VinaPhone Hanoi 25
2.5.3.3. Situation of business development VinaPhone Hanoi 26
2.5.3.4. Evaluation of business situation of VinaPhone Hanoi 28
2.6. General evaluation 30
Chapter3 METHODOLOGY 31
3.1. The framework of this study 31
3.2. Research methods 32
3.2.1. The procedure 32
3.2.2. Sampling Design 33
3.3. Data Analysis 34
3.4. Data collection: 34
3.5. Measures 35
Chapter 4 RESULT AND DISCUSSION 37
4.1. Data procedure 37
4.2. Statistical description: 37
4.3. Cronbach’s Alpha reliability 39
4.4. Testing the hypothesis 40
4.4.1. Linear regression analysis: 40
4.4.2. One-way ANOVA: 43
Chapter 5 CONCLUSION AND SUGGESTIONS 46
5.1. Research results: 46
5.2. Theoretical and Practical Implications 46
5.2.1. Focus on modern technical equipment, which are a competitive advantage to increase service quality and customers’ satisfaction: 47
5.2.2. Continue the competition in terms of price and promotion: 47
5.2.3. Step-by-step improve reasonable care and serving ability to consumers 48
5.3. Difficulties during the research: 50
5.4. Limitations of the study and future research directions: 51
References 52
Appendix 1 QUESTIONNAIRE 58

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