Reliability Analysis of Various Factors Affecting The Service Quality At Starprint Company

Cite this:
Loc, T. N. (2016). Reliability Analysis of Various Factors Affecting The Service Quality At Starprint Company. Journal of Business Management and Economics, 4(8), 09–16. https://doi.org/10.15520/jbme.2016.vol4.iss8.213.pp09-16
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Abstract

Vietnam became a member of the World Trade Organization (WTO) and joined into the Trans-Pacific Partnership (TPP). Besides,Vietnam hadan increasingly competitive environment, companies must be customer oriented and customer satisfaction represents a modern approach for service quality in business life and serves the development of a truly customer-oriented culture and management.

This study conducted during the period from January 2013 to November 2015. There were 450 customers (423 processed and 27 missed) who interviewed and answered nearly 27 questions.The main objective of this paper is to analyzethe reliability of various factors affecting the service quality at Starprint Company. The researchers had used analytical method of explore factor analysis to determining factors that are components of the service quality.The researcher had analyzed KMO test, the result of KMO analysis used for multiple regression analysis. Besides, there were seven factors: Professionalism and skills (X1), Accessibility and flexibility (X2), Reliability and trustworthiness (X3), Attitudes and behavior (X4), Component 5 was Services cape (X5), Service recovery (X6) and Reputation and credibility (X7) of the service quality with 5 % significance level. In addition, the research result processed from SPSS 20.0 software.The company must enhance employees’ capacity in order to improve provision of service quality.

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