The Relationship between Service Quality and Customer Satisfaction of Viettel IDC’s Colocation Service

The Relationship between Service Quality and Customer Satisfaction of Viettel IDC’s Colocation Service

Nhu Thi To Loan(Nhu Thi To Loan)

指導教授 ： 馬宗洸

共同指導教授 ： Tran Van Trang ； 蘇錦俊(Chin-Chun Su)

義守大學/管理學院/企業管理學系/碩士(2014年)

https://doi.org/10.6343/ISU.2014.00037

摘要

none

關鍵字

none

並列摘要

Recently, in Global competitive environment, each enterprise needs to maintain their competitive advantage to get success. Customer satisfaction is one of the most important factor to help them to do this. Customer satisfaction and service quality are inter-related. Viettel IDC is one of the biggest IDC service providers in Vietnam and they also intend to improve service quality and customer satisfaction related to colocation service. The purpose of this research major focuses on how to define which factors are impact the customer satisfaction of Viettel Colocation service and then make suggestion to improve them to maintain competitive advantage of Viettel in Vietnam’s IDC market.
In order to determine the satisfaction factor and levels of Viettel colocation service, the author have done the quantitative methodology to evaluate the current relationship between the customer satisfaction and service quality measurement, the object is customer (included both personal, enterprise, SMB and finance, government…customer) who have been using Viettel IDC service. The author had gathered primary data in the form of conducted survey questionnaires. The author has already relied on secondary data resources from book, other related researches, and articles for research.
From those data, the author did the data processing by SPSS software, taken analytic and conclusions on the current status, based on those, given some suggestion and recommendations to the manager of Viettel IDC to help them improve colocation quality service to get better customer satisfaction levels.

並列關鍵字

Customer Satisfaction ； Service ； Service Quality ； Colocation Service ； Viettel IDC

參考文獻

1. Abraham Pizam, and Taylor Ellis (1999), “Customer satisfaction and its measurement in hospitality enterprises”, International Journal of Contemporary Hospitality Management, Vol.11 No.7, pp.326-339.

4. Gronroos, C. (1984). A Service Quality Model and Its Marketing Implications, European Journal of Marketing, 18 (4): 36-44.

5. Hoang Thi Phuong Anh (2010) .“Factors affecting customer’s attitudes and behaviors to fresh drinking milk of Vinamilk”. University graduation thesis. National Economic University, Hanoi, Vietnam.

6. Huynh Phuong Linh and Luu Tien Thuan (2012). “Factors affecting customer satisfaction and loyalty to Pepsi soft drink in Can Tho”. Scientific research in Can Tho University.

7. Kotler Philip, Wong Veronica, Saunders John, Armstrong Gary (2005). Principles of Marketing (4th European edition). Prentice Hall.