SERVICE QUALITY OF BUSINESS SUPPORT SERVICE (BSS) IN BAC NINH INDUSTRIAL ZONE, VIETNAM

Abstract

The objective of this study is to explore the relationship between service quality of BSS and satisfaction of Enterprises in Bac Ninh Industrial Zones. 7 categories of service quality factors were used in the current study covering: Technical infrastructure of industrial zones; Social infrastructure of industrial zones; Human resources; Investment policies of industrial zones; Public service quality; Investment advantages and The cost of utilizing infrastructure. With two preliminary and formal research steps, the sample is selected in a convenient manner including business owners, directors and deputy directors of enterprises using and providing infrastructure services in Bac Ninh Industrial zone. The selected sample size consists of 302 questionnaires for enterprises using BSS in the IZs, 1 and 10 interviewees from experts from relevant agencies. Scales were then assessed using the EFA method and the Cronbach alpha reliability coefficient. The results show that the Service quality of BSS in industrial zones in Bac Ninh province is influenced by 7 factors: (1) Technical infrastructure of industrial zones; (2) Social infrastructure of industrial zones; (3) Human resources; (4) Investment policies of industrial zones; (5) Public service quality;and (6) Investment advantages; (7) The cost of utilizing infrastructure. Of course, the level of impact of the factors is different (expressed by the magnitude of the Beta factor).