ASSESSMENT OF CUSTOMER SATISFACTION FOR CUSTOMER CARE SERVICES AT XUAN OANH TRADING - SERVICE ONE MEMBER CO., LTD

Abstract

In the context of a growing market for the service industry, customer satisfaction is a very important asset for businesses in the sustainable development process of businesses. Through a questionnaire investigation with 150 customers using the services of Xuan Oanh Trading Services Company Limited. Research results also show that there are 6 factors affecting the level of customer satisfaction and the order of impact is arranged from strong to weak: (1) Empathy; (2) Response level; (3) Tangible means; (4) Confidence; (5) Service capacity; (6) Guarantee. From there, proposing some solutions to improve business service quality to better meet the needs of customers for the company's services.