Customer orientation in administrative reform : the case of the Department of Justice in Ho Chi Minh City, Vietnam | |
| Author | Lam Quynh Tho |
| Call Number | AIT RSPR no.SM-06-50 |
| Subject(s) | Vietnam--Department of Justice----Customer services Customer services--Vietnam |
| Note | A research submitted in partial fulfillment of the requirements for the degree of Master of Business Administration |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-06-50 |
| Abstract | Customers are important not only for profit organizations but also for governmental organizations which are operating as public service providers. Customer satisfaction is one indicator for service quality determination. In the effort of improving its performance and service quality, Ho Chi Minh City Depaiiment of Justice, Vietnam, has conducted a survey on customers' opinion collection of their service. This research carries out the analysis of the survey using SERVQUAL as the benchmark. The research defines the achievements and difficulties of the survey as a tool for customer satisfaction measurement instrument and determines customer satisfaction of Ho Chi Minh City Department of Justice. Observations and recommendations are made for the Department to consider the improvement of future customer studies and of service quality. |
| Year | 2006 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Zimmermann, Willi; |
| Examination Committee(s) | Dimmitt, Nicholas J. ;Sununta Siengthai ; |
| Scholarship Donor(s) | Government of Ho Chi Minh City, Viet Nam ; |
| Degree | Research Studies Project Report (M. BA.) - Asian Institute of Technology, 2006 |