Solution to improve customer satisfaction when using fiber optic Internet services - VNPT in My Tho City, Tien Giang Province

Abstract

The aim of the research is to suggest some measures to satisfy customers’need when using optical fiber internet service of Tien Giang VNPT group in My Tho city. The research is conducted by doing a survey on 120 customers who are using the service through questionnaires. In this research, reliabity analysis Cronbach’s alpha, Exploratory Factor Analysis (EFA) and Multivariate Regression Model are used by analysing SPSS20.0 data. The results of the research show that there are six groups of factor affect customers ‘satisfaction of using optical fiber internet service of Tien Giang VNPT: “quality of service“, “value added service”, “service capacity“, “price structure”, “reliability”, “sympathy”. Among of them, factor of “value added service” has strongest influence on satisfaction of customers in My Tho city.