| Abstract | Along with the development of the economy, there are more and more organizations and
companies are opened. The increasing number of competitors in one industry has forced
the entrepreneur to find a way to improve the competitiveness of the company in order to
get a part of the market.
There are a lot of corporations try to compete to their competitors by producing very
luxury and high quality products. However, this way can only aim to a part of the
consumer, who are rich and have a desire of luxury and unique product. While most of the
consumers look for good quality product at reasonable price, which is always a difficult
question for the producers. Especially in hospitality industry, competing by the quality of
the products is seemed limited, or difficult to obtain.
In the last century, there are companies, which are changing their way of competing by
focusing on the quality of the service offered with the products. This is a large field where
the entrepreneurs can put their own ideas to attract customers by their un-limitedness
special services, or where they can create their specific features by their own unique
service. Focusing on service quality now is become more and more popular trend of most
of the companies. It is no doubt that a good system of customer service can bring a lot of
benefits to the company beside huge revenue such as: good reputation, advertisement, gets
more clients, etc. However, although requiring less cost than improving the product
quality, to develop service quality needs the company to pay much attention in the human
resource and personnel and require a good service system.
This dissertation focuses on researching the main factors, which influence on the quality of
the service. With the case study of Platinum Me Tri Cinema, where is implementing
practices to improve its service system. By researching its customer service and the
benefits it has got from it, it is finally aimed to find an answer for the question how to get a
good customer service system. |