Study about customer satisfaction and service quality: Case study of Vietnam - Singapore industrial park in Binh Duong province
Abstract
This research is conducted in order to develop a model measuring service quality of VietNam –Singapore Industrial Park (VSIP), and study the impacts of the service quality on their customer satisfaction.
The research has been conducted from February 2012 to May 2012 in Binh Duong province. The reviewing of literature, related theories and former researches proposes different model of service quality. Service Quality (SERVQUAL) model with 5 dimensions of service quality, which is developed by Parasuraman et al (1988) is used
for discussion in the focus group.
After the interviews, the scale of SERVQUAL is adjusted to be suit with the context
of VSIP in this study and applied into questionnaire design in data collecting stage.
The answers from 120 respondents were analyzed by SPSS software and the final results come up with 4 components of service quality of VSIP that have positive relationship with its Customer satisfaction. The four components are Credibility, Tangibles, Reliability and Competence.
Although there are limitations of this study, this study is proposed with some practical implications and recommendations in order to improve service quality as well as
customer satisfaction level of industrial services in Binh Duong province.