Researching about satisfactory level of customers about the water supplying service in district 1, ho chi minh city

!"#$ % & ' ( )*+ & $ ! ,-./01 / 2//3//4356 ,-./01 / /.7526)13 056356/ Chapter INTRODUCTION 1.1 The necessity of research topic 1.2 The Object of research 1.2.1 The general object 1.2.2 The detail object 1.3 Methods, subjects and scope of research 1.4 The significance of the research topic 1.5 Research questions and aim Chapter LITERATURE REVIEW 2.1 Theoretical basis 2.1.1 Service 2.1.2 The service quality 2.1.3 The relationship between customer expectations, perceptions and satisfaction 16 2.1.4 Overview of the state water supply services 17 2.2 The SERVQUAL model of Parasuraman (1988) 18 2.3 Construct hypotheses and the research models 21 2.4 The recommended research model 22 Chapter METHOD 24 3.1 Research background 24 3.2 Formal research 24 3.2.1 Sample research 24 3.2.2 Data analysis method 25 3.2.3 Process survey .27 3.3 Develop a scale and the main content to analyze 28 3.3.1 Scale of construction and data encryption 28 3.3.2 Scale of satisfaction .29 3.4 Design questionnaire 29 Chapter RESULT .30 4.1 The general information about the sample 30 4.2 Rating scale 32 4.2.1 Measure the scale by Cronbach's alpha reliability 32 4.3 Testing scale and theoretical model 34 4.3.1 Checking with CFA (Confirmatory factor analysis), the composite reliability .34 4.3.2 Testing estimates with bootstrap 36 4.3.3 Testing the hypothesis and difference 36 Differentiation .38 Differentiation .39 Differentiation .40 4.4 Discussion 40 Chapter CONCLUSION AND SOLUTION .41 5.1 Research conclusion 41 5.2 Suggesting solution .41 5.3 Limitations in research 42 NGUYEN NGOC MINH PHU MBAAOUM0316AK20A 829631 ( ( ( 83 53:3//.6+ 0; 13/321:8 609.: Public service delivery is an important function of the state to society Public service delivery is governed by several of factors, both subjective and objective in each country, and there is often a shortcoming between the provision of public services represented by the state and the other side is the demand for public services, which is represented by the demands of all people in society In the process of reforming the state closer to the people, better meeting the needs of today's citizens, an urgent need set in many countries around the world is to enhance the role of the government The article analyzes the factors that affect people's satisfaction with public services in District 1, Ho Chi Minh City Supplying public services for society is an important function of the State Supplying public services is governed by several factors both objectively and subjectively in any country and there are often inadequacies in the supply of public services represented by the State and the demand of public services represented by the people In the process of State reform moving in the direction of getting closer to the people and better meeting the demand of the citizens, an urgent requirement for many countries in the world is to increase the role of the State in the management and supply of public services This research analyzes the factors affecting the satisfaction of people who is customer of the public water supply service in District 1, Ho Chi Minh city, Viet Nam So that, Getting experience to serve the all customers in Viet Nam The service industry plays an increasingly important role in the economy of many countries In today’s global competitive environment delivering quality service is considered as an essential strategy for success and survival (Parasuraman et al., 1985; Reichheld and Sasser, 1990; Zeithaml et al., 1990) Even the public sector organizations have come under increasing pressure to deliver quality services (Randall and Senior, 1994) and improve efficiencies (Robinson, 2003) Customer Page | NGUYEN NGOC MINH PHU MBAAOUM0316AK20A needs and expectations are changing when it comes to governmental services and their quality requirements However, service quality practices in public sector organizations is slow and is further exacerbated by difficulties in measuring outcomes, greater scrutiny from the public and press, a lack of freedom to act in an arbitrary fashion and a requirement for decisions to be based in law (Teicher et al., 2002) (&( 83 )3/6.05/ 25, 2.4 The main question of this research is what factors affect the customers’ satisfaction have on the water supplying service in District 1, Ho Chi Minh city, Viet Nam? The specific questions that are researched in this thesis are: What expectations does customer have on the water supplying service quality to become satisfied? What perceptions does customer have about the service quality of the water supplying quality in District 1, Ho Chi Minh city, Viet Nam? What are the differences between the expectations and the perceptions (5 gaps in the SERVQUALAmodel)? Page | NGUYEN NGOC MINH PHU MBAAOUM0316AK20A Our aim is to research and analyze about the role of service quality for creating customer satisfaction on the water supplying service We want to find out the gap between expectations and perceptions through the customer point of view Contribution: From the result of this caseAstudy the organization will be able to identify their quality of service and they can also find out their week service points By using our result they can improve their further service delivery Page | NGUYEN NGOC MINH PHU MBAAOUM0316AK20A 829631 &( &( ( 830136.:2*