| dc.description.abstract | There were many studies that focus on customer satisfaction which were performed in the world and in Vietnam because of its benefits. Online purchasing service is a new industry in Vietnam, to meet the modern industrial life, which brought high revenue but still high competition. Thus, the study aims to help Vietnam’s website managers satisfy the demand of customers. The study aims to (1) evaluate level of customer satisfaction about online purchasing service, (2) define factors that affect customer satisfaction about online purchasing service as well as measure the level of influence
of these factors, (3) propose some suggestions to help website manager to improve the service quality and customer satisfaction in Ho Chi Minh. The study has been carried out through 2 stages, preliminary research aims to explore, perfect and complete scales of concepts in study’s context via in-deep interview with 3 website managers and 7 customers. Main research was performed by collecting directly 105 customers from my friends and relatives, and the rest (50 samples) collected from internet in Ho Chi Minh city. The result of study indicated that customers did not satisfied highly. Another result of study is perceived that the factor system availabilit y had had the strongest impact to the factor customer satisfaction, followed by factor convenience, next by factor privacy, and finally by factor reliability/fulfillment. The study also explored the factor responsiveness that does not affect customer satisfaction about online purchasing service. | en_US |
