| Author | Nguyen Phu Vinh |
| Note | A project study submitted in partial fulfillment of the requirements for the
degree of Master of Business Administration (Executive) in
International Business – Management of Technology (VN), School of Management |
| Publisher | Asian Institute of Technology |
| Abstract | Customer satisfaction has an important role in all kinds of businesses today. Most
companies work hard to improve their relationship between the enterprise and its customer.
One of values that companies want to know about their customer is the level of customer
satisfaction. If a company knows well its customer satisfaction, the firm can have more
opportunities to meet customer demand.
This research is a case study that will examine the role and importance of customer
satisfaction in the electrical industry, especially in the Ho Chi Minh City Power Company
(HCMPC). The study will measure the customer satisfaction in terms of the electric utility
service of HCMPC.
The appropriate solution is that HCMPC should review and improve the way to measure
customer satisfaction. While the mixture of both qualitative and quantitative research
methods helps provide a balanced approach to customer feedback. The company should
classify its customers to groups before doing research for enhancing quality of results. In
addition, after choosing right way and method for doing survey, it is necessary to monitor
the process of implementation. |
| Year | 2009 |
| Type | Project |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (Executive) in International Business - Management of Technology (VN/BKK)) |
| Chairperson(s) | Dimmitt, Nicholas J.; |
| Examination Committee(s) | Zimmermann, Willi ;Badir, Yuosre ; |
| Scholarship Donor(s) | EVN; |