Tác giả: Nguyen Thi Thanh Truc

Số trang: 142-145

DOI url:

Tóm tắt:

This study investigates the key factors influencing customer satisfaction with the service quality of Lotte Mart Can Tho. Six factors are identified and ranked by their impact: reliability (b = 0.169), personal interaction (b = 0.132), operational policies (b = 0.078), perceived price (b = 0.069), facilities (b = 0.066), and problem-solving methods (b = 0.051). Based on these findings, the study proposes several managerial implications, including enhanced staff training, the development of special shopping and promotional programs, transparent pricing strategies, long-term engagement plans for B2B customers, and improvements to the layout and attractiveness of shelves and display areas. These recommendations aim to strengthen customer satisfaction and overall service quality.

TÀI LIỆU THAM KHẢO:

Cronin, J. J., & Taylor, S. (1992). Measuring service quality: Review and extension. Marketing Magazine. Nguyen Dang Duy Nhat, & Le Nguyen Hau. (2007). Determinants of retail service quality - A study of supermarkets in Vietnam. Journal of Science and Development. Nguyen Dinh Tho. (2014). Scientific research methods in business. Ho Chi Minh City: Finance Publishing House. Nguyen Thi Mai Trang. (2006). Service quality, customer satisfaction, and customer loyalty in supermarkets in Ho Chi Minh City. Journal of Science and Technology Development. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Marketing Magazine. Phan Chi Anh, Nguyen Thu Ha, & Nguyen Hue Minh. (2013). Service quality and customer loyalty - A study of convenience stores in Hanoi. VNU Journal of Science: Economics and Business.

Từ khóa:

satisfaction, service quality, Lotte Mart Can Tho.