Measuring the factors influencing customer's satisfaction and loyalty in FTTH service in Ho Chi Minh City

Measuring the factors influencing customer's satisfaction and loyalty in FTTH service in Ho Chi Minh City

Nguyen Van Hai Son

none ； Internet FTTH ； customer satisfaction ； SERVQUAL ； SERVPERF

義守大學企業管理學系學位論文

2018年

碩士

陳怡穆

英文

none

The research evaluates the quality of FTTH services to help service providers identify factors that affect the quality of FTTH services they provide. Therefore, the research topic is to find out the customer's perceptions of the quality of FTTH services in Vietnam, explain the satisfaction and loyalty of consumers to the service, under the influence of price factors, quality of service feel. Examining the factors affecting the quality of service experience and their impact on customer satisfaction and loyalty are essential because they can provide adjustments to improve the level of service, the level of satisfaction, customer loyalty to this service, the potential to occupy market share and enhance competitive advantage for business. Research results can also be extended to measure service quality, customer satisfaction, customer loyalty to similar services in the telecommunications industry such as 4G Mobile Internet, TV cable, private leased TV services ... However, the author also recommends that when applying this research to other types of telecommunications services, adjustments and additions should be made so that the scale is suitable for each type of specific services.

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