Factors that Affect Customers Satisfaction: An Empirical Study of Export-Import Service Consultant Companies in Vietnam

• 발행기관: 한국유통과학회
• 저자명: Thai Thanh Dat LE Thi Thanh Ngan HO Nguyen Truc Quyen LE Thi Khanh Tuyen HUYNH Minh Tri NGUYEN
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 9 No.6, 389~402쪽, 전체 14쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2022.06.30

영문 초록

The purpose of the study is to analyze the significant impacts of expectations, performance, complaints, and fairness that affect consumer satisfaction. The methodology involves reviewing and referencing relevant literature carefully, then proposing a model for customer satisfaction. This study is empirically based on a survey with 50 respondents who work in the field of import and export in the region stretching from the north to the south of Vietnam. The sampling method used in this study is the in-depth interview method. The results show that: (1) expectation has a specific impact on customer satisfaction, (2) performance has a positive impact on customer satisfaction, and (3) complaint which is an intermediary factor between expectation, performance, and fairness has an impact on satisfaction, (4) fairness has a positive effect on satisfaction, in addition, fairness is an extremely important feature when customers choose an import-export service. Research implies that increasing expectations, performance, and fairness results in an improved customer experience and satisfaction when they use the service. It is suggested that the complaint factor continue to be studied and looked into because it still has some effect on satisfaction and is an intermediate variable that changes how the other factors relate to each other.

목차

1. Introduction

2. Literature Review

3. Research Model and Hypothesis

4. Research Method

5. Results

6. Discussion and Managerial Implications

7. Conclusion

References

키워드

Customer Satisfaction Service Performance Expectation Company Reputation Client Factors Hard Skills Soft Skills