The impact of service quality on customer satisfaction at southern information and valuation corporation (sivc)

OPEN UNIVERSITY MALAYSIA HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY MASTER OF BUSINESS ADMINISTRATION BUSINESS RESEARCH THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AT SOUTHERN INFORMATION AND VALUATION CORPORATION (SIVC) Teacher: Student: Class: ID Code: Dr Bui Phi Hung Tang Thai Bich Thong MBAOUM0316_K20A CGS00064983 HCMC, 2017 ACKNOWLEDGMENT With deep affection, sincerity, allow me to express my gratitude to all the agencies and individuals who have helped me in my studies and research to complete this dissertation I sincerely thank all the teachers, teachers and civil servants of Ho Chi Minh City University of Technology for helping me in all aspects during the study and research In particular, I would like to express my deep respect and gratitude to the teacher Dr Bui Phi Hung who personally directed and assisted me throughout the study period to complete this dissertation I would like to express my sincere thanks to the Board of Management, Departments / Branches of the Southern Information and Valuation Company (SIVC) for facilitating my participation in the course and collection Data for this thesis Lastly, thank you to my friends, colleagues, classmates for their suggestions on the thesis Sincerely thanks Ho Chi Minh city, 5th August 2017 Student (Signed) Tang Thai Bich Thong i EXECUTIVE SUMMARY Since the early 1990s, valuation services in Vietnam have been constantly evolving In fact, domestic appraisal firms have taken steps to improve service quality, implement strategies aimed at customer satisfaction but overall still limited How to improve the quality of valuation services that bring satisfaction to customers is always an important objective that appraisers try to achieve When a price appraiser does not meet the customer's requirements, not only does the appraiser lose that customer but it also loses a lot of potential customers The study of the topic: "The impact of service quality on customer satisfaction: Research at Southern Information and Valuation Company" has profound theoretical and practical significance Thesis uses qualitative research methods and quantitative methods through faceto-face interviews with detailed questionnaires to assess the theoretical and theoretical models The Customer Satisfaction Assessment Model for Quality of Service Based on the SERVQUAL Scale - A tool for measuring service quality consists of five components of reliability, responsiveness, service capability, Empathy and tangible means The results of the analysis show that there are five factors that affect customer satisfaction with the SIVC valuation service, including: Reliability, Empathy, Service Capability, Responsiveness, and Medium material Five factors have a positive standardized Beta, so these variables work in the same direction as customer satisfaction On the other hand, the factors that affect customer satisfaction are Sig value