Service quality and satisfaction: A study of FIBERVNN VNPT Long An
Main Article Content
Abstract
The study aims to build a model of the influence of service quality on customer satisfaction. A service quality model of level 2 is applied to evaluate the FiberVNN service of VNPT Long An. A mixed method (qualitative and quantitative research) in which group discussion aims to adjust the scale and to test the hypotheses in the model by SEM. Data for the study is a convenience sample with 431 items collected from individual customers who have used FiberVNN service for more than 6 months in Long An. The results show that all the hypotheses are significant, specifically, image is a part-mediator in the relationship of functional quality and technical quality with customer satisfaction.
Article Details
Keywords
Long An, Satisfaction, Service quality
References
Carman, J.M. (1990). Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 66, 33-55.
Carmines, E.G. & McIver, J.P. (1981). Analyzing models with unobserved variables. In Bohrnstedt, G.W. & Borgatta, E.F. [Eds.] Social measurement: Current issues. Beverly Hills: Sage.
Cronin, J.J. & Taylor, S.A. (1992). Measuring service quality: a re-examination and extension. Journal of Marketing, 56(3), 55-68. https://doi.org/10.1177/002224299205600304
Dabholkar, P., Thorpe, D.I. and Rentz, J.O. (1996). A measure of service quality for retail stores: scale development and validation. Journal of the Academy of Marketing Science, 24(1), 2-16. https://doi.org/10.1007/BF02893933
Grönroos, C. (1984). A service quality model and its market implications. European Journal of Marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784
Grönroos, C. (1990). Service management and marketing: Managing the moments of truth in service competition. Jossey-Bass.
Hoàng Trọng và Chu Nguyễn Mộng Ngọc (2008. Phân tích dữ liệu với SPSS. NXB. Thống kê, Việt Nam.
Kang, G. D., & James, J. (2004). Service quality dimensions: an examination of Grönroos’s service quality model. Managing Service Quality: An International Journal, 14(4), 266-277. https://doi.org/10.1108/09604520410546806
Lages, L. F., & Fernandes, J. C. (2005). The SERPVAL scale: A multi-item instrument for measuring service personal values. Journal of Business Research, 58(11), 1562-1572. https://doi.org/10.1016/j.jbusres.2004.10.001
Lehtinen, U., & Lehtinen, J. R. (1982). Service quality: A study of quality dimensions. Service Management Institute.
Nguyễn Đình Thọ (2013). Giáo trình phương pháp nghiên cứu khoa học trong kinh doanh. NXB. Tài Chính, Việt Nam.
Nguyễn Đình Thọ và Nguyễn Thị Mai Trang (2008). Nghiên cứu khoa học Marketing - Ứng dụng mô hình cấu trúc tuyến tính SEM. NXB. Đại học Quốc gia TPHCM. Việt Nam.
Nguyễn Huy Phong và Phạm Ngọc Thúy (2007). SERVQUAL hay SERVPERF – Một nghiên cứu so sánh trong ngành siêu thị bán lẻ Việt Nam. Tạp chí Phát triển Khoa học và Công nghệ, 10(8), 24-32.
Nguyen, P. T., Cao, H. V., Phuoc, H. M., & Tran, P. T. (2022). Effects of Relational Benefits in the Model of Customers’ Benefits and Relationship Quality in Vietnam. Economies, 10(11), 283. https://doi.org/10.3390/economies10110283
Nunnally, J.C. & Bernstein, I.H. (1994). Psychometric Theory, 3rd ed. McGraw-Hill: New York.
Oliver, R. L. (1993). A conceptual model of service quality and service satisfaction: Comparative goals, different concepts. ADVANCES in Service Marketing and Management, 2, 65-85.
Oliver, R.L. and Swan, J.E. (1989). Consumer perceptions of interpersonal equity and satisfaction in transaction: a fields survey approach. Journal of Marketing, 53, 21-35. https://doi.org/10.1177/002224298905300202
Olson, J. & Reynolds, T. (1983). Understanding consumers’ cognitive structures: implications for advertising strategy, in Percy, L. and Woodside, A. (Eds), Advertising and Consumer Psychology. Lexington Books, Lexington, MA.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994). Moving forward in service quality research: measuring different levels of customer expectations, comparing alternative scales, and examining the performance-behavioral intentions Link. Marketing Science Institute working paper, Report No. 94-114 September.
Parasuraman, A., Zeithaml, V., Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41- 50. https://doi.org/10.1177/002224298504900403
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40. https://psycnet.apa.org/record/1989-10632-001
Patterson, P.G., Johnson, L.W. & Spreng, R.A. (1997). Modeling the determinants of customer satisfaction for business-to-business professional services. Journal of Academy of Marketing Science, 25(1), 4-17. https://doi.org/10.1007/BF02894505
Philip Kotler (2001). Những nguyên lý tiếp thị. NXB. Thống kê.
Quester, P.G. & Romaniuk, S. (1997). Service Quality In The Australian Advertising Industry: A Methodological Study. The Journal Of Services Marketing, 11(3), 180-192. https://doi.org/10.1108/08876049710168672
Taylor, S.A. & Baker, T.L. (1994). An assessment of the relationship between service quality and customer satisfaction in the information of consumers’ purchase intentions. Journal of Retailing, 70(2),163-178. https://doi.org/10.1016/0022-4359(94)90013-2
Zeithaml, V.A. (1988). Consumer perceptions of price, quality, and values: a means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22. https://doi.org/10.1177/00222429880520030
Zeithaml, V.A. & Bitner, M.J. (2000). Services Marketing: Integrating Customer Focus across the Firm. 2nd Edition. McGraw-Hill, Boston.
Carmines, E.G. & McIver, J.P. (1981). Analyzing models with unobserved variables. In Bohrnstedt, G.W. & Borgatta, E.F. [Eds.] Social measurement: Current issues. Beverly Hills: Sage.
Cronin, J.J. & Taylor, S.A. (1992). Measuring service quality: a re-examination and extension. Journal of Marketing, 56(3), 55-68. https://doi.org/10.1177/002224299205600304
Dabholkar, P., Thorpe, D.I. and Rentz, J.O. (1996). A measure of service quality for retail stores: scale development and validation. Journal of the Academy of Marketing Science, 24(1), 2-16. https://doi.org/10.1007/BF02893933
Grönroos, C. (1984). A service quality model and its market implications. European Journal of Marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784
Grönroos, C. (1990). Service management and marketing: Managing the moments of truth in service competition. Jossey-Bass.
Hoàng Trọng và Chu Nguyễn Mộng Ngọc (2008. Phân tích dữ liệu với SPSS. NXB. Thống kê, Việt Nam.
Kang, G. D., & James, J. (2004). Service quality dimensions: an examination of Grönroos’s service quality model. Managing Service Quality: An International Journal, 14(4), 266-277. https://doi.org/10.1108/09604520410546806
Lages, L. F., & Fernandes, J. C. (2005). The SERPVAL scale: A multi-item instrument for measuring service personal values. Journal of Business Research, 58(11), 1562-1572. https://doi.org/10.1016/j.jbusres.2004.10.001
Lehtinen, U., & Lehtinen, J. R. (1982). Service quality: A study of quality dimensions. Service Management Institute.
Nguyễn Đình Thọ (2013). Giáo trình phương pháp nghiên cứu khoa học trong kinh doanh. NXB. Tài Chính, Việt Nam.
Nguyễn Đình Thọ và Nguyễn Thị Mai Trang (2008). Nghiên cứu khoa học Marketing - Ứng dụng mô hình cấu trúc tuyến tính SEM. NXB. Đại học Quốc gia TPHCM. Việt Nam.
Nguyễn Huy Phong và Phạm Ngọc Thúy (2007). SERVQUAL hay SERVPERF – Một nghiên cứu so sánh trong ngành siêu thị bán lẻ Việt Nam. Tạp chí Phát triển Khoa học và Công nghệ, 10(8), 24-32.
Nguyen, P. T., Cao, H. V., Phuoc, H. M., & Tran, P. T. (2022). Effects of Relational Benefits in the Model of Customers’ Benefits and Relationship Quality in Vietnam. Economies, 10(11), 283. https://doi.org/10.3390/economies10110283
Nunnally, J.C. & Bernstein, I.H. (1994). Psychometric Theory, 3rd ed. McGraw-Hill: New York.
Oliver, R. L. (1993). A conceptual model of service quality and service satisfaction: Comparative goals, different concepts. ADVANCES in Service Marketing and Management, 2, 65-85.
Oliver, R.L. and Swan, J.E. (1989). Consumer perceptions of interpersonal equity and satisfaction in transaction: a fields survey approach. Journal of Marketing, 53, 21-35. https://doi.org/10.1177/002224298905300202
Olson, J. & Reynolds, T. (1983). Understanding consumers’ cognitive structures: implications for advertising strategy, in Percy, L. and Woodside, A. (Eds), Advertising and Consumer Psychology. Lexington Books, Lexington, MA.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994). Moving forward in service quality research: measuring different levels of customer expectations, comparing alternative scales, and examining the performance-behavioral intentions Link. Marketing Science Institute working paper, Report No. 94-114 September.
Parasuraman, A., Zeithaml, V., Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41- 50. https://doi.org/10.1177/002224298504900403
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40. https://psycnet.apa.org/record/1989-10632-001
Patterson, P.G., Johnson, L.W. & Spreng, R.A. (1997). Modeling the determinants of customer satisfaction for business-to-business professional services. Journal of Academy of Marketing Science, 25(1), 4-17. https://doi.org/10.1007/BF02894505
Philip Kotler (2001). Những nguyên lý tiếp thị. NXB. Thống kê.
Quester, P.G. & Romaniuk, S. (1997). Service Quality In The Australian Advertising Industry: A Methodological Study. The Journal Of Services Marketing, 11(3), 180-192. https://doi.org/10.1108/08876049710168672
Taylor, S.A. & Baker, T.L. (1994). An assessment of the relationship between service quality and customer satisfaction in the information of consumers’ purchase intentions. Journal of Retailing, 70(2),163-178. https://doi.org/10.1016/0022-4359(94)90013-2
Zeithaml, V.A. (1988). Consumer perceptions of price, quality, and values: a means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22. https://doi.org/10.1177/00222429880520030
Zeithaml, V.A. & Bitner, M.J. (2000). Services Marketing: Integrating Customer Focus across the Firm. 2nd Edition. McGraw-Hill, Boston.
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