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VGU RESEARCH REPOSITORY


Please use this identifier to cite or link to this item: https://epub.vgu.edu.vn/handle/dlibvgu/833
Title: The effects of customer participation behavior and perceived on customer satisfaction: a case study on dental clinics' customers in HCMC
Authors: Tran Thi Thanh Van
Keywords: Customer participation behavior;Customer satisfaction;Dental clinics
Issue Date: 2015
Publisher: Vietnamese-German University
Abstract: 
This research aims to evaluate the styles of customer participation behavior in dental clinic in Ho Chi Minh City, as well as investigating the impact of customer participation styles on customer perceived value and customer satisfaction. Based on literature review, a theoretical model has been established which illustrates the relationships among the mentioned three concepts.
A questionnaire consisting of 23 items was made up to get the primary data in order to test 2 research hypotheses, which are (H1): Customer participation behavior will have a positive impact on customer perceive value, and (H2): Customer perceived value will have a positive impact on customer satisfaction. Besides, secondary data was also used to analyze background information of dental clinic in Ho Chi Minh City.
The hypothesis testing shows that customer participation behavior has positive impact on customer perceived value. However, the relationship between customer perceived value and customer satisfaction has not been established yet. Through this result, the research provide 4 main suggestions for the dental clinics in Ho Chi Minh City, including building good media/ communication programs to promote the dental clinics image, providing best service at the first time, developing dental aesthetics services, and enhancing customer perceived value.
Finally, the research also proposes some directions for further study on this field.
URI(1): http://epub.vgu.edu.vn/handle/dlibvgu/833
Rights: Attribution-NonCommercial 4.0 International
Appears in Collections:MBA

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