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http://dx.doi.org/10.13106/jafeb.2022.vol9.no6.0389

Factors that Affect Customers Satisfaction: An Empirical Study of Export-Import Service Consultant Companies in Vietnam  

LE, Thai Thanh Dat (Department of International Business, FPT Can Tho University)
HO, Thi Thanh Ngan (Department of International Business, FPT Can Tho University)
LE, Nguyen Truc Quyen (Department of International Business, FPT Can Tho University)
HUYNH, Thi Khanh Tuyen (Department of International Business, FPT Can Tho University)
NGUYEN, Minh Tri (Department of International Business, FPT Can Tho University)
LUU, Thi Mai Anh (Department of International Business, FPT Can Tho University)
HOANG, Thi Phuong Thao (Department of Business Administration, FPT University)
NGUYEN, Trong Luan (Faculty of Business Administration, FPT University, Can Tho Campus)
Publication Information
The Journal of Asian Finance, Economics and Business / v.9, no.6, 2022 , pp. 389-402 More about this Journal
Abstract
The purpose of the study is to analyze the significant impacts of expectations, performance, complaints, and fairness that affect consumer satisfaction. The methodology involves reviewing and referencing relevant literature carefully, then proposing a model for customer satisfaction. This study is empirically based on a survey with 50 respondents who work in the field of import and export in the region stretching from the north to the south of Vietnam. The sampling method used in this study is the in-depth interview method. The results show that: (1) expectation has a specific impact on customer satisfaction, (2) performance has a positive impact on customer satisfaction, and (3) complaint which is an intermediary factor between expectation, performance, and fairness has an impact on satisfaction, (4) fairness has a positive effect on satisfaction, in addition, fairness is an extremely important feature when customers choose an import-export service. Research implies that increasing expectations, performance, and fairness results in an improved customer experience and satisfaction when they use the service. It is suggested that the complaint factor continue to be studied and looked into because it still has some effect on satisfaction and is an intermediate variable that changes how the other factors relate to each other.
Keywords
Customer Satisfaction; Service Performance; Expectation; Company Reputation; Client Factors; Hard Skills; Soft Skills;
Citations & Related Records
Times Cited By KSCI : 5  (Citation Analysis)
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