Title

Evaluating factors affecting learners’ satisfaction on driving training quality at Lap Phuong Thanh driving training center – Hai Duong City

Translated Titles

Evaluating factors affecting learners’ satisfaction on driving training quality at Lap Phuong Thanh driving training center – Hai Duong City

DOI

10.6829/STU.2013.00032

Authors

阮文峰

Key Words

service quality ; customer satisfaction ; SERVQUAL ; driving training service ; service quality ; customer satisfaction ; SERVQUAL ; driving training service

PublicationName

樹德科技大學經營管理研究所學位論文

Volume or Term/Year and Month of Publication

2013年

Academic Degree Category

碩士

Advisor

陳碧雲

Content Language

英文

English Abstract

Understanding the importance of service quality and customer satisfaction will help organizations remain competitiveness in the market and hence grow. To measure these constructs from the customers/ learners’ perspective is a must for organizations in order to better understand their need and satisfy them. Service quality is considered as a lodestar which leads to higher customer satisfaction, profitability, reduced cost, customer loyalty for businesses. This thesis uses SERVQUAL model in the context of driving training center to describe how learners perceive driving training quality and discover factors that influence the learners’ satisfaction with driving training quality, then it offers some solutions and recommendations to improve driving training quality to maintain learner satisfaction. This thesis uses a self-completion questionnaire based on the SERVQUAL instruments, which are distributed to learners at Lap Phuong Thanh driving training center to determine their perceptions of driving training quality. The followings include findings, discussion, research conclusion and implications. Key words: service quality, customer satisfaction, SERVQUAL, driving training service

Topic Category 管理學院 > 經營管理研究所
社會科學 > 管理學
Reference
  1. 1. Abari, A., Yarmohammadian, M., Esteki, M. (2011). Assessment of quality of education a non-governmental university via SERVQUAL model. Social and Behavioral Sciences, Vol. 15, pp 2299-2304
    連結:
  2. 2. Anderson, Eugene W., Suillivan, M. (1993). The antecedents and consequence of customer satisfaction for firm. Marketing Science, 12(2), 25-43.
    連結:
  3. 3. Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of Marketing, Vol. 30, No. 1, pp.8-32
    連結:
  4. 6. Daniel, C., Berinyuy, L. (2010). Using the SERVQUAL model to assess service quality and customer satisfaction, Master thesis, Umeå School of business, Sweden.
    連結:
  5. 8. Edvardsson, Bo. (1998). Service quality improvement. Managing Service Quality, Vol.8, No. 2, pp 142-149.
    連結:
  6. 9. Flint, D., Blocker, C., Boutin Jr., P. (2011). Customer value anticipation, customer satisfaction and loyalty: An empirical examination. Industrial Marketing Management, Vol. 40, pp 219-230.
    連結:
  7. 10. Gustafson, A., Johnson, M., Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, Vol.69, Issue 4, pp. 210-218.
    連結:
  8. 15. Johns, N. (1999). What is this thing called service? European Journal of Marketing, Vol. 33, No. 9/10, pp. 958-973.
    連結:
  9. 17. Kim, Y., Lee, H., (2009). Customer satisfaction using low cost carriers. Tourism Management, Vol. 32 (2011), pp 235-243
    連結:
  10. 18. Le, D., Nguyen, T. (2011). Mô hình phân tích sự trung thành của sinh viên dựa vào phân tích nhân tố, Tạp chí Khoa học và Công nghệ, Số 2(43).
    連結:
  11. 19. Lin, W. (2007). The exploration of customer satisfaction model from a comprehensive perspective. Expert Systems with Applications, Vol. 33, pp 110-121.
    連結:
  12. 24. Mosahab, R., Mahamad, O., Ramayah, T. (2010). Service quality, Customer Satisfaction and Loyalty: A test of mediation. International Business Research, Vol. 3, No.4.
    連結:
  13. 25. Rao, A. (2006). Multi-attribute analysis of confidence, convenience and price functions of customers of financial services firm: A GLS system model. Journal of Financial Services MKT, Vol. 10, Issue 3, pp. 198-217.
    連結:
  14. 27. Saraei, S., Amini, A. (2012). A study of service quality in rural ICT renters of Iran by SERVQUAL. Telecommunications Policy, Vol. 36 (2012), pp 571-578.
    連結:
  15. 28. Saravanan, R., Rao, K. (2007). Measurement of service quality from the customer perspective – An empirical study. Total Quality Management, Vol. 18, No 4, p442-453.
    連結:
  16. 31. Schembri, S., Sandberg, J. (2002). Service quality and the consumer’s experience: towards and interpretive approach. Marketing Theory Articles, Vol. 2(2), pp. 189-205.
    連結:
  17. 34. Slack, N. et al., (1998). Operations Management (2nd ed). England: Pearson Education Limited.
    連結:
  18. 4. Collis, J. and Hussey, R. (2009) Business Research: A Practical Guide for Undergraduate and Postgraduate Students. 3rd edn. Palgrave Macmillan.
  19. 5. Curwin, J. and Slater, R. (2004) Quantitative Methods: A Short Course. London: Thomson Learning.
  20. 7. Documents of Hai Duong Transportation Department.
  21. 11. Hoang, T., Chu, N. N. (2008). Phân tích dữ liệu nghiên cứu với SPSS, TP Hồ Chí Minh: NXB Hồng Đức.
  22. 12. Ho, D. (2011). Ministry of Transportation , Online at www.net.gov.vn
  23. 69
  24. 13. Huynh, L., Luu, T. (2012). Phân tích các nhân tố ảnh hưởng đến lòng trung thành của khách hàng đối với nước giải khát có gas Pepsi tại thành phố Cần Thơ. Kỷ yếu khoa học, Trường Đại học Cần Thơ.
  25. 14. Jacobs, F. R., Chase, R., Aquilano, N. (2009). Operations and Supply Management (12th ed.). New York: McGraw Hill/ Irwin.
  26. 16. Keiningham, T., Aksoy, L., Perkins, M. Vavra, Terry. G. (2005). The brand- Customer connection. Marketing Management, Vol. 14, Issue 4, p33-37, 5p.
  27. 20. Ministry of Transportation (2009). Curriculum No. 07/2009/TT-BGTVT, dated 19 June 2009 “Driving training, examining, and licensing for road transportation”
  28. 21. Ministry of Transportation (2012). Decision No.513/QD-BGTVT dated 12 March, 2012 “Improving driving training quality, examining and licensing to reduce traffic jams and accidents”
  29. 22. Ministry of Transportation (2012). Report No.4191/BGTVT-VP dated 31 May 2012 “Plan for improving the quality of driving training of Vietnam’s Department of Road”.
  30. 23. Ministry of Transportation, Online at www.net.gov.vn
  31. 70
  32. 26. Robson, R. & Pemberton, J. and McGrane, A (2008) Business research analysis. 2nd edn. Harlow : McGraw-Hill.
  33. 29. Saunders, M., Lewis, P., Thornhill, A. (2003). Research Methods for Business Students (3 ed). England: Pearson Education Limited.
  34. 30. Saunders, M., Lewis, P. and Thornhill, A. (2007) Research Methods for Business Students. 4th edn. Essex: Prentice Hall.
  35. 32. Schutt, R. K. (2006) Investing the Social World: The process and practice of research. 5th edn. Thousand Oaks, California: The Sage Publications.
  36. 33. Sinha, N., Willborn, W. (1985). The Management of Quality Assurance, John Wiley, New York.
  37. 71
  38. 35. Wild, R. (2000). Production and Operations Management (5th ed.). Great Britain: Cassell Educational Ltd.