VGU RESEARCH REPOSITORY
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https://epub.vgu.edu.vn/handle/dlibvgu/844
Title: | Factors influencing customer's satisfaction - the case of Kim Nga battery company | Authors: | Tran Trung Bien | Keywords: | Customer satisfaction;SMEs;Sales service | Issue Date: | 2017 | Publisher: | Vietnamese-German University | Abstract: | This qualitative research looks into factors influencing customer's satisfaction in Kim Nga Battery Company. The objectives of this research are to test and analyse the effect of key factors toward customer‟s satisfaction. The research method used multiple questionnaires. Multiple questionnaires were sent to get customer's opinion. The research sample size was 300 but this research used primary data from 245 respondents. The respondents were customers, who have bought and used GS Batteries of Kim Nga Battery Company. The research data was analysed by SPSS version 20 software. The result of this research has shown that "Product Quality" influences toward customer's satisfaction with a positive relationship. Meanwhile, "Price” influences toward customer's satisfaction with a negative relationship. Although there are only two factors (Price and Product Quality) influencing customer‟s satisfaction, but the recommendations are made for all factors. For “Product Quality and Price”, the recommendations focus on how to improve the quality of processed battery and reduce price. For other factors, there are recommendations of training and improving employee's skills and knowledge to better the quality of services. |
URI(1): | http://epub.vgu.edu.vn/handle/dlibvgu/844 |
Appears in Collections: | MBA |
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Factors influencing customer's satisfaction - The case of Kim Nga battery company.pdf | 2.51 MB | Adobe PDF |
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