THE SATISFACTION OF CUSTOMERS ON THE QUALITY OF VINAPHONE MOBILE NETWORK SERVICE OF THAI NGUYEN PROVINCE

Abstract

The satisfaction of any kind of service is assessed on the basis of three basic aspects: the quality of the function, the technical quality and the image of the agency/ service provider. These factors affect the customer's perceptions about their satisfaction with the quality of service provided by the agency. Simultaneously, based on SERQUAL model and basic features of mobile network service quality, the authors investigated, studied and evaluated the level of satisfaction of customers using Vinaphone mobile network. The province is based on five components: tangible means, reliability, assurance, level of feedback, level of empathy, and measures to improve service quality. Satisfying customers' satisfaction when using Vinaphone mobile network service.