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研究生:黎俊英
研究生(外文):Le Tuan Anh
論文名稱:Measuring Customer Satisfaction of Construction Consultancy Design Services – A Case Study in Viet Nam
論文名稱(外文):Measuring Customer Satisfaction of Construction Consultancy Design Services – A Case Study in Viet Nam
指導教授:林豐騰林豐騰引用關係
學位類別:碩士
校院名稱:樹德科技大學
系所名稱:經營管理研究所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2015
畢業學年度:103
語文別:英文
論文頁數:78
中文關鍵詞:Customer satisfactionSERVQUAL Modelconstruction consultancy service.
外文關鍵詞:Customer satisfactionSERVQUAL Modelconstruction consultancy service.
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It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others used service quality dimensions to evaluate service quality. What about the relationship between customer satisfaction and service quality dimensions; the relationship between service quality and its dimensions?
Purpose: The main purpose of this study is to examine the relationship between customer satisfaction and service quality in construction consultancy services design sectors with respect to the service quality dimensions.
Method: Convenience sampling technique was used to collect quantitative data from customers of Hai Duong Transportation Construction Consultancy Company to get their satisfaction levels and meaning of service quality which were substituted in the SERVQUAL model. Chi-square test was used to test the hypotheses separately and in a group.
Findings: The research results show that customers using the services Hai Duong Transportation Construction Consultancy Company are directly affected by four main elements: (1) Tangibility, (2) Responsiveness, (3) Assurance and (4) empathy. These factors have positive influence on the customer satisfaction. The research results also suggest some solutions to enhance customer satisfaction with the services. This study affirms the reliability of SERVQUAL model in measuring customer satisfaction. Finally, this study also points out the limitations and directions for future researches.
Implication/Contribution: The findings imply that service quality is not the only factors that could lead to customer satisfaction in service sectors; that service quality dimension varies in the different service sectors. The findings suggest that to provide quality service in order to satisfy customers, organizations in this kind of service sectors need to improve on the dimensions of service quality. It provides results that could be useful to managers in business organizations for strategic planning.


It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others used service quality dimensions to evaluate service quality. What about the relationship between customer satisfaction and service quality dimensions; the relationship between service quality and its dimensions?
Purpose: The main purpose of this study is to examine the relationship between customer satisfaction and service quality in construction consultancy services design sectors with respect to the service quality dimensions.
Method: Convenience sampling technique was used to collect quantitative data from customers of Hai Duong Transportation Construction Consultancy Company to get their satisfaction levels and meaning of service quality which were substituted in the SERVQUAL model. Chi-square test was used to test the hypotheses separately and in a group.
Findings: The research results show that customers using the services Hai Duong Transportation Construction Consultancy Company are directly affected by four main elements: (1) Tangibility, (2) Responsiveness, (3) Assurance and (4) empathy. These factors have positive influence on the customer satisfaction. The research results also suggest some solutions to enhance customer satisfaction with the services. This study affirms the reliability of SERVQUAL model in measuring customer satisfaction. Finally, this study also points out the limitations and directions for future researches.
Implication/Contribution: The findings imply that service quality is not the only factors that could lead to customer satisfaction in service sectors; that service quality dimension varies in the different service sectors. The findings suggest that to provide quality service in order to satisfy customers, organizations in this kind of service sectors need to improve on the dimensions of service quality. It provides results that could be useful to managers in business organizations for strategic planning.


ABSTRACT I
ACKNOWLEDGEMENT III
TABLE OF CONTENTS IV
LIST OF TABLES VII
LIST OF FIGURES VIII
CHAPTER 1: INTRODUCTION 1
1.1 RESEARCH BACKGROUND 1
1.2 RATIONALE AND MOTIVATIONS OF THE RESEARCH 2
1.3 AIMS AND OBJECTIVES OF THE RESEARCH 3
1.4 RESEARCH PROCEDURE 4
CHAPTER 2: LITERATURE REVIEW 7
2.1. SERVICE QUALITY AND ITS DETERMINANTS 7
2.1.1. Defining Service Quality 7
2.1.2. Determinants of Service Quality 8
2.1.3 Conceptual Model of Service Quality 9
2.3 CUSTOMER SATISFACTION 13
2.4 THE RELATION BETWEEN CUSTOMER SATISFACTION AND SERVICE QUALITY 13
2.5 CONCEPTUAL FRAMEWORK 16
CHAPTER 3: RESEARCH METHODOLOGY 18
3.1 RESEARCH PHILOSOPHY 18
3.2 RESEARCH METHODOLOGICAL APPROACH 20
3.3 RESEARCH MODEL 22
3.4 RESEARCH HYPOTHESES 23
3.5 MEASURING OBSERVED VARIABLES 25
3.6 RESEARCH DESIGN 27
3.6.1 Qualitative Method 27
3.6.2. The development of measuring scale 27
3.6.3. Questionnaire design 28
3.6.4 Sample 28
3.7 DATA ANALYSIS TECHNIQUE 29
3.7.1 Descriptive statistics 29
3.7.2 Testing the reliability of measurement scale 29
3.7.3. Exploratory factor analysis (EFA) 29
3.7.4 Name and adjustment of research framework. 30
3.7.5 Building the regression equation 30
3.7.6. Verifying the suitability of the model 30
3.7.7 Verifying the research hypotheses 31
CHAPTER 4: DATA ANALYSIS 32
4.1 SAMPLING DESCRIPTIVE STATISTICS 32
4.1.1 Sample description by demographic variables 32
4.2 RESEARCH QUESTIONS RESULTS 33
4.3 TEST OF THE RELIABILITY OF THE MEASUREMENT SCALE 34
4.4 EXPLORATORY FACTOR ANALYSIS 35
4.4.1 Exploratory factor analysis of “Tangibles” 35
4.4.2 Exploratory factor analysis of “Reliability” 36
4.4.3 Exploratory factor analysis of “Responsiveness” 37
4.4.4 Exploratory factor analysis of “Assurance” 38
4.4.5 Exploratory factor analysis of “Empathy” 38
4.4.6 Exploratory factor analysis of dependent factor 39
4.5 TEST THE RESEARCH MODEL BY MULTIPLE REGRESSION ANALYSIS 40
4.6 RECURRENCE ANALYSIS AND HYPOTHESES VERIFICATION 41
4.6. 1 Recurrence by Enter method 42
4.6.2 Hypothesis Test 43
4.7 SUMMARY OF RESEARCH RESULTS 44
CHAPTER 5: CONCLUSION 46
5.1 FINDINGS 46
5.2 RECOMMENDATIONS 46
5.3 THE RESEARCH’S CONTRIBUTIONS AND SIGNIFICANCE 48
5.3.1 The research’s contributions 48
5.3.2 The research’s significance 48
5.4 THE RESEARCH’S LIMITATIONS 48
5.5 FURTHER STUDIES 49
REFERENCES 50
APPENDIX1 54
APPENDIX2 57


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