Determinants of enterprise satisfaction the case of long hau industrial park

TRƯỜNG ĐẠI HỌC MỞ TP.HCM HO CHI MINH CITY OPEN UNIVERSITY UNIVERSITÉ LIBRE DE BRUXELLES SOLVAY BRUSSELS SCHOOL MBAVB4 DINH XUAN PHUC DETERMINANTS OF ENTERPRISE SATISFACTION: THE CASE OF LONG HAU INDUSTRIAL PARK MASTER PROJECT MASTER IN BUSINESS ADMINISTRATION (PART-TIME) Tutor’s Name: Dr NGUYEN VAN PHUC Ho Chi Minh City, 2011 Page |i ACKNOWLEDGEMENTS OF COMMITMENT I hereby commit that I have prepared and conducted this research, “Determinants of Enterprise Satisfaction: The Case of Long Hau Industrial Park”, is my original work as the final project of MBA VB program and it has not been submitted anywhere for any degree or qualification To the best of my knowledge, any help received in preparing this research and all used sources have been acknowledged Ho Chi Minh City, February 15th, 2012 DINH XUAN PHUC MBAVB4 – FINAL PROJECT - 2011 P a g e | ii ACKNOWLEDGEMENTS First of all, I would like to express my deepest gratitude and great appreciation to Dr Nguyen Van Phuc, my advisor, for his guidance, valuable advices and great support in developing my final project And, it’s very important for me to thank the professors, tutors, and my classmate for supporting me with many valuable references during my time studying at MBA program and difficult period of doing this research Next, thanks to my manager and colleagues at Long Hau Corporation for their continuous support in general and particularly last half year I would like to express my sincere thankfulness to Dr Hoang Trong for inspiring me, giving me thoughtful guidance and sharing his valuable knowledge about SPSS program for the completion of my research Last, but not least, I would like to thanks all my family members who have encouraged and sympathized with me during the study period as well as completing this research MBAVB4 – FINAL PROJECT - 2011 P a g e | iii COMPANY’S COMMENTS MBAVB4 – FINAL PROJECT - 2011 P a g e | iv ADVISOR’S COMMENTS The topic of the thesis is interesting The thesis tries to find out what determines enterprise satisfaction in an industrial park Given that there are many industrial parks competing with each others to attract investment projects, the implications from the study help industrial parks attract be more successful Within limited time and resources, the student has tried to address these questions with a good body of theory and quantitative analysis with survey data The structure of the thesis is logically constructed After introduction, Chapter reviews various theories relating to industrial parks, service quality and customer satisfaction The research model and hypotheses are proposed at the end of the chapter Chapter shows research design and sampling Chapter conducts quantitative analysis using survey data The results show that four out five independent variables have significant effects on the dependent variable The goodness of fit of the regression is quite high Chapter draws main conclusions and gives recommendations In general, the thesis is well written although there are some limitations as the student admitted at the end of the thesis Based on the above performance, I recommend the thesis for acceptance of public defense Signature Dr Nguyen Van Phuc MBAVB4 – FINAL PROJECT - 2011 Page |v TABLE OF CONTENTS ACKNOWLEDGEMENTS OF COMMITMENT i ACKNOWLEDGEMENTS ii COMPANY’S COMMENTS iii ADVISOR’S COMMENTS iv TABLE OF CONTENTS v ABBREVIATIONS and NOTIONS .viii LIST OF FIGURES ix LIST OF TABLES ix ABSTRACT x CHAPTER - INTRODUCTION 1.1 Vietnam Industrial Pak Introduction 1.2 Introduction of Long Hau Industrial Park 1.3 Problem statement 1.4 Research question 1.5 Research objectives 1.6 Scope of research 1.7 Research methods 1.8 Structure of the research report CHAPTER – LITERATURE REVIEW 2.1 Introduction 2.2 Industrial Park Activities 2.2.1 Industrial park 2.2.2 Establish an IP 2.2.3 Call for investment 2.2.4 The Role of IP in Vietnam 2.3 Place Marketing 2.3.1 Place marketing elements 2.3.2 Planning group 2.3.3 Target markets 2.3.4 Marketing factors 12 2.4 Service quality 13 2.4.1 Service definition 13 2.4.2 Service characteristics 13 MBAVB4 – FINAL PROJECT - 2011 P a g e | vi 2.4.3 Service quality, perception and expectation definitions 14 2.4.4 Service Quality Model 15 2.4.5 Dimensions and determinants of service quality 17 2.5 Place attributes 19 2.6 Enterprise satisfaction 20 2.6.1 Customer satisfaction 20 2.6.2 Enterprise satisfaction 21 2.7 Research model proposal and Hypotheses 21 2.8 Summary 23 CHAPTER - RESEARCH DESIGN 24 3.1 Designing the research 24 3.1.1 Qualitative research 25 3.1.2 Quantitative data analysis processing 26 3.2 Official research 26 3.2.1 Proposal research model 26 3.2.2 Instruments 26 3.2.3 Participation 27 3.2.4 Translation and pre-test reliability of questionnaire 27 3.2.5 Method of analysis 27 3.2.6 Dimensions measuring industrial park services 29 3.2.7 Dimensions measuring enterprise satisfaction 31 3.3 Summary 32 CHAPTER – DATA ANALYSIS 33 4.1 Sample characteristics 33 4.1.1 Sample 33 4.1.2 Type and Volume of enterprise 33 4.1.3 Nationality & Industrial field 34 4.1.4 Enterprise experience 34 4.2 Assessment of measurement scale 35 4.2.1 Reliability evaluation for Infrastructure and Assurance scales 35 4.2.2 Reliability evaluation for Policy scale 36 4.2.3 Reliability evaluation for Environment and Culture scales 36 4.2.4 Reliability evaluation for Satisfaction scale 37 4.3 Explore factor analysis for all scales 37 4.4 Testing model and hypothesis 39 4.4.1 Revising research model and hypothesis 39 4.4.2 Regression and correlative 40 4.5 Impact of enterprise characteristics on satisfaction 43 4.6 Findings and Discussion 44 MBAVB4 – FINAL PROJECT - 2011 ... ACKNOWLEDGEMENTS OF COMMITMENT I hereby commit that I have prepared and conducted this research, ? ?Determinants of Enterprise Satisfaction: The Case of Long Hau Industrial Park? ??, is my original work as the. .. ADVISOR’S COMMENTS The topic of the thesis is interesting The thesis tries to find out what determines enterprise satisfaction in an industrial park Given that there are many industrial parks competing... body of theory and quantitative analysis with survey data The structure of the thesis is logically constructed After introduction, Chapter reviews various theories relating to industrial parks,