Customer service quality at floor tiles and slab company no. 1 in Ho Chi Minh city - Viet Nam | |
| Author | Lam Tuong Thoai |
| Call Number | AIT RSPR no. SM-01-83 |
| Subject(s) | Tile industry--Customer services Customer services--Vietnam--Ho Chi Minh |
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration, School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-01-83 |
| Abstract | In Viet Nam, in 1999, ceramic tiles market, after bright years, is going to come to shakeout stage. Demand increases slowly, competition is fiercer than before due to participating of more players. Besides this, players have possessed the same manufacturing technology, so product quality has no longer been viewed as just one way of gaining competitive advantage. Hence, Floor Tiles and Slab Company No 1 (FfSC) - one of a few of the first movers in this field- decided to tum its business strategy. FfSC's investment is to be oriented toward customer service. This research carried out, firstly, to capture the management's view and employees' perception on the existing customer service in FfSC. Measuring of expectation and perception of FfSC' customers on attributes of service quality are also figured out in the research. Then, based on findings, a strategy and an action plan of improving service quality developed. How good customer satisfaction is good enough? This answer depends on FfSC's objectives. However, the quality journey is a long-term progress, and FfSC has to identify first what should be improved, how to implement improvement every day in the company. This strategy is proposed as a suggestion in its road to continuous improvement of FfSC |
| Year | 2001 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-01-83 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Khang, Do Ba; |
| Examination Committee(s) | Swierczek, Fredric William ;Bechter, Clemens; |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2001 |