Improving quality of compressed natural gas (CNG) supplying service - Case study of Petrovietnam Southern Gas Joint Stock Company (PV GAS SOUTH COMPANY)

Abstract

study aims to investigate factors influencing the service providing quality of PV Gas South Company ("Compressed natural gas" product only) and examine the satisfaction level of customers toward received service. A conceptual framework was developed based on relating studies about service quality measurement. Some in-depth interviews were conducted with five big customers of PV Gas South located in differences provinces in Southern Vietnam to collect data. After that, these data was analyzed by researcher and then double-checked with some experts of PV Gas South Company through a focused group discussion in order to find out more about customers' opinion and suggest measures to meet customers' requirements for improving core product-service quality, human elements and systematization of service providing. Result of research paper shows that service quality is essential for determining satisfaction level of customers and there are several factors on service quality model that company needs to improve in order to meet customers' requirement. Moreover, it also indicates the importance of improving service quality as well as customer satisfaction toward the development of company. Finally, researcher points out some limitations and suggests direction for future research. Key words: Service quality, Customer satisfaction, Energy industry