FACTORS AFFECTING PERFORMANCE ENHANCING CUSTOMER SERVICE IN VIETNAMESE BUSINESSES IN THE COMPETITION AND INTEGRATION TREND

IF 0.8 4区社会学 Q2 LAW European Law Review Pub Date : 2016-03-10 DOI:10.21859/EULAWREV-08022

Tran Phi Hoang, Tran Thi, H. Chi, N. Cao, H. Linh, H. Quang

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引用次数: 4

Abstract

he results were to analyze the factors affecting performance enhancing customer service in Vietnamese businesses in the competition and integration trend. Qualitative and quantitative research methods were used to survey 500 people with 28 observed variables aiming to identify factors affecting performance enhancing customer service in Vietnamese businesses in the competition and integration trend. The study results showed that there were 05 factors affecting the group as follows: Customer service, Physical Facilities, Complaint Resolving, Service Capacity and Convenience Perception. The objectives of this study are following: First, to identify the factors affecting performance enhancing customer service in Vietnamese businesses in the competition and integration trend; Second, to determine the priority order of the impact degree of factors affecting performance enhancing customer service in Vietnamese businesses in the competition and integration trend; Third, to propose solutions improving the performance enhancing customer service in Vietnamese businesses in the competition and integration trend in the future.

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影响客户服务绩效的因素在越南企业中处于竞争与整合的趋势

结果分析了越南企业在竞争与整合趋势下提升客户服务绩效的影响因素。定性和定量研究方法被用来调查500人与28个观察变量，旨在确定在竞争和整合趋势中影响越南企业提高客户服务绩效的因素。研究结果显示，影响该群体的因素有05个，分别是:顾客服务、物理设施、投诉解决、服务能力和便利感知。本研究的目的如下:首先，找出影响越南企业在竞争和整合趋势下提高客户服务绩效的因素;第二，确定越南企业在竞争与整合趋势下客户服务绩效提升影响因素的影响程度的优先顺序;第三，在未来的竞争和整合趋势中，提出改善越南企业绩效和提高客户服务的解决方案。

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来源期刊

European Law Review LAW-

CiteScore

1.10

自引率

10.00%

发文量