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Title: Assessing Customer Satisfaction and Service Quality A Vietnamese Context
Authors: Pham, Thi Lien
Nguyen, Thi Ngoc Anh
Keywords: VNU Journal of Science;Economics and Business
Issue Date: 2014
Publisher: ĐHKT
Abstract: This study used the SERVPERF model as proposed by Cronin &amp&#59; Taylor, 1992 to assess perceived service quality in a Vietnamese organization, and then studied the relationship between organization's service quality and customer satisfaction. Based on the results of a customer survey, the study identified five components – TA-EM - tangible-empathy factor, RESPONSIVENESS - the willingness or readiness of employees to help customers and provide services, RELIABILITY, ASSURANCE and IMAGE – which explain customer perception of service quality…
Appears in Collections:Bài đăng tạp chí (LIC)

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