What factors affect to the service quality of dussmann in hcmc

- RESEARCH PROJECT (BMBR5103) WHAT FACTORS AFFECT TO THE SERVICE QUALITY OF DUSSMANN IN HCMC ? STUDENT’S FULL NAME : TRAN THI THANH TRINH (Mrs.) STUDENT ID : CGS00019886 INTAKE : MBAOUM0915.K19A ADVISOR’S NAME & TITLE : Dr HUNG BUI December 2016 - Advisor’s assessment Advisor’s signature -BMBR5103_Tran Thi Thanh Trinh Page of 53 - Contents : Acknowledgments ………………………………………………………………………6 Abstract………………………………………………………………………………….7 Chapter I: Introduction……………………………………………………………… Company background .9-10 Research Problem statement 10 2.1 Market changes …………………………………………………………….10 2.2 Interactive technology………………………………………………………11 2.3 Customer changes……………………………………………………….11-12 Research Objective 12 Research Scope 12 Chapter II: Literature Review 13 What is Quality Service .13-18 1.1 Tangibles Quality………………………………………………………… 19 1.2 Reliability Quality………………………………………………………….20 1.3 Responsiveness Quality…………………………………………………….21 1.4 Assurance Quality………………………………………………………… 21 1.5 Empathy Quality……………………………………………………… 21-22 1.6 The five gaps Model of service quality…………………………………22-24 1.7 Gaps in literature……………………………………………………………25 -BMBR5103_Tran Thi Thanh Trinh Page of 53 - 1.8 Hypotheses………………………………………………………………25-26 Chapter III Methodology and data collection method 27 Methodology .27 Quantitative Data collection 27-28 Measurement Scale and Research Questions …………………………… 29-30 Chapter IV Results, Finding and Presentation of data 31 Method of data Analysis………………………………………………………… 31 1.1 Inspection of the reliability of the scale: Cronbach Alpha……………… 31 1.2 Analysis EFA: KMO and Bartlett ‘s testing……………………………31-32 1.3 Correlation analysis……………………………………………………… 32 1.4 Linear Regression analysis……………………………………………… 32 1.5 Anova analysis…………………………………………………………… 33 Data analysis .33 Chapter V: Discussion and Analysis of Finding 34 Result of Inspection Scale………………………………………………………… 34 1.1 Result of Cronbach Alpha…………………………………………… 34-37 1.2 Result of EFA………………………………………………………… 38-40 1.3 Result of Correlation……………………………………………………41-42 1.4 Result of Regression………………………………………………………43 -BMBR5103_Tran Thi Thanh Trinh Page of 53 - 1.5 Result of testing one way Anova……………………………………….43-44 Discussion…………………………………………………………………… 45 Summary 46 Chapter VI Conclusion and recommendation 47 Conclusion of research result………………………………………………… 47 Key Finding…………………………………………………………………….47 Limitation………………………………………………………………………48 Recommendation………………………………………………………… 48-49 References Questions………………………………………………………50-52 References list …………………………………………………………………53 -BMBR5103_Tran Thi Thanh Trinh Page of 53 - ACKNOWLEDGEMENTS To complete the Dissertation was titled "What factors affect to the Service Quality of Dussmann in Vietnam?", besides the efforts of myself, have used the knowledge to obtained in the learning process at school, explore, learn and gather information and data related to the subject, I always get the help and guidance of dedicated teachers, encouragement from family and friends in times of trouble And especially I would like to express deep thanks you to Dr Hung Bui at Hutech University along with his knowledge and enthusiasm to impart valuable knowledge during my learning at school Without his guidance, I am difficult to complete this Dissertation Once again I sincerely thank you him I would also like to thank to the Board of Directors Dussmann Vietnam Company Limited and supporting in the Operation Department, HR department for precious help With time and abilities are limited, This Dissertation inevitable shortcomings I hope to receive your sincere comments and your teaching Once again I sincerely thank! -BMBR5103_Tran Thi Thanh Trinh Page of 53 - ABSTRACT In recent years, Vietnam has constantly develop to expanse the cooperation with countries in the region and the world as well as the strong growth in all areas such as economy, politics, culture In 2006, Vietnam officially joined the World Trade Organization (WTO) opened an important turning point for the country in general and the economy in particular In the context of globalization, a crucial principle of the market economy may bring many opportunities but also full of challenging the "Strong wins, weak lose." Harsh rejection in businesses that require Vietnam to consider cautious in every step, every factor affecting the competitiveness of the company, which issues "Quality Service" is the most important issue especially for company providing service like Dussmann Company "Quality Service" decided the survival, development and the demise of the Enterprise, so need to learn, study and analysis of the Quality Service in order to find the strength needed to develop, at the same time detect weaknesses to overcome -BMBR5103_Tran Thi Thanh Trinh Page of 53 - CHAPTER I – INTRODUCTION Starting with the background of the problem by using factors of PESTL, this chapter will present the research aims, research questions and research scope Company Background In recent years, the development of the Vietnamese economy towards industrialization and modernization is taking place across the country strongly with the emergence and expansion of the industrial zone stretching from North to South, it has attracted a large workforce from all provinces in the region led to huge demand for industrial kitchens, large scale However, the concerns about Quality service such as food safety are the pressing issues of the society The current Food safety situation is causing much anxiety for people Cases of food poisoning due to some collective kitchens provided continuous information about food safety situation in several countries in the world, became the more the anxiety of the people Recently a number of issues related to the management of food safety and hygiene, the difference between the results of the analysis product quality testing has caused difficulties for producers has created more anxiety for people consumer while we're trying to create advantages in many respects to have more advantages in the position of an equal member of the WTO The critical issue is how best to manage the quality of service to enhance the competitiveness of enterprises, to ensure safety for consumers, contribute significantly to economic development - social country Therefore, to be successful and survive in the current market, companies must design strategies to enhance service quality to satisfy our customers better competitors Service marketers realize that to build successful service quality as a competitive advantage, first they need to identify consumer perceptions of service quality including what factors -BMBR5103_Tran Thi Thanh Trinh Page of 53 - Dussmann Vietnam Company is a member company of Dussmann Germany, is the leading company of multi services in Vietnam including Catering service, Cleaning services for Hospital, Factory, Hotel, Airplane, Office buildings, Schools, With 20 years of operation in Vietnam market, the Company has built a strong brand in the market and constantly improve the quality of customer service Business activities of the Company: - Provide Catering service for businesses, schools, hospitals, factories, airplane… Company size: - Workforce: 1,500 employees - Dussmann Company has a large customer base, leading in Vietnam in the field of providing Catering services to Hospital, Hotel, Factory, Office, School & Airplane They serves about 40,000 meals/ day for about 40 large and small customers Quality create true customers Excellent service pays off because it create true customers who are glad they select a firm after the service experience, customers who will use the firm again and sing the firm’s praises to tothers Value is the customer’s overall assessment of the utility of a service based on perception of what is received and what is given The concept of value helps explain how companywith strong service reputations are often able to charge higher price than their competitors Quality lead to efficiencies -BMBR5103_Tran Thi Thanh Trinh Page of 53 - When quality is achieved, costs of correcting problems (after they have occurred) is reduced Since a focus on quality stresses preventative maintenance, then these costs are reduced Of course, many other costs are reduced such as lowing employee turnover and the cost of having to motivate uninspired employees (Kotler, Bowen, and Makens, 1996, pp 362 - 364) Excellent service will bring the market share growth, leading to the heavy sales volume that foundation for offering a premium price In order to understand clearly the nature of "Quality Service" which can be applied to the improvement of quality of service as well as raising the service quality of Dussmann company to a higher level Based on that, I chose the topic "What factors affect to the service quality of Dussmann in HCMC?” Research Problem Statement: 2.1 Market changes The more people become happy with their lives the more they contribute positively and significantly to society Hence, to promote social develop, we need to enhance people’s quality of life, to enhance their subjective well being (Diener, 2000) Although Vietnam is a one-party country, but now embraces the mainstream ideology of the Party was to reduce and prioritize important part compared with the economic development goals 20 years living in the subsidy period, under asking – giving mechanism so the concept of "Service" is very vague in the sense of the people Since 1992 the wind of foreign investment in Vietnam to bring the concept of market economy should gradually form a more accurate perception of the nature of the "Service" With the globalization, although state-owned economy still remained a key role, but under pressure from growing competition, to survive and thrive, companies must focus on Quality Service -BMBR5103_Tran Thi Thanh Trinh Page 10 of 53 - analysis, methods of deduction Pricipal Components Analysis along with Varimax rotation method used is the most popular Tangible KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square df Sig .784 327.018 10 000 KMO = 784 > 0.5 factor analysis of data relevant to the study Bartlett test results with significance level Sig = 0.000 0.5 factor analysis of data relevant to the study Bartlett test results with significance level Sig = 0.000 0.5 factor analysis of data relevant to the study Bartlett test results with significance level Sig = 0.000