- 學位論文
The study of customer satisfaction for passenger transport services in Ha Giang passenger Corporation
The study of customer satisfaction for passenger transport services in Ha Giang passenger Corporation
並列摘要
This study is written with objective of evaluating the impacts of relevant factors to passenger satisfaction of Ha Giang Passenger Corporation in the context of Ha Giang Passenger Corporation. By adopting the conceptual research model it is proposed that passenger satisfaction of Ha Giang Passenger Corporation is being impacted by five factors, namely transportation services performance, equipment solutions, customer solution performances, freight loss and damage, service support performances. Using quantitative research method, a survey is conducted with involvement of 200 customers customers who have been using transportation services of Ha Giang Passenger Corporation in last 3 years. There are three data analysis methods that have been utilized, including (1) descriptive statistics, (2) reliability test analysis, and (3) linear regression. Results showed that five factors used in conceptual research model can explain for 58.4 percent of changes satisfaction of Ha Giang Passenger Corporation (R-Square = 0.584). Furthermore, passenger satisfaction on services provided by Ha Giang Passenger Corporation is impacted significantly and statistically by Transportation service performance, Equipment solution, Customer solution performance, Freight loss and damage, and Service support performance. Partial correlation coefficients of these factors are 0.256, 0.092, 0.278, 0.178, and 0.154 and they have T-Tests are statistical significant at 5 percent of confidence interval.