| Author | Cao Thi Ly Anh |
| Note | A project study submitted in partial fulfillment of the requirements for the
degree of Master of Business Administration (Executive) in
International Business - Management of Technology (VN), School of Management |
| Publisher | Asian Institute of Technology |
| Abstract | We live in a service-driven world, the size of the service sector is increasing in almost countries in the world including Vietnam. Service is a very emotional job since it deals with people, not machine. The service therefore may vary from one moment to another, even as delivered by the same provider.
A company can be benchmark in an intensive competition only if it can differentiate its products and services. For a Service company, the key success is their Customer Service. The consistence in delivering superior services requires careful design, execution and monitoring of the whole system including human resources, capital, technology, and processes. Excellent Customer Satisfaction is one of the ways to achieve sustainable competitive advantage.
The research study analyzes the results of customer satisfaction survey and the current service's performance to find out what customers expect and rooms for improvements. Based on the analysis, the research proposes some recommendations and solutions to improve its customer service in order to keep its leading position in the market. |
| Year | 2009 |
| Type | Project |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Chairperson(s) | Winai Wongsurawat |
| Examination Committee(s) | Huynh Trung Luong;Gopalaswamy, Arun Kumar |
| Scholarship Donor(s) | Central Building Limited |