HUE UNIVERSITY UNIVERSITY OF ECONOMICS
FACULTY OF BUSINESS ADMINISTRATION
----- -----
Maybe you are interested!
-
The Meaning of Improving the Quality of Restaurant and Hotel Services: -
Improving the quality of personal customer care services at Daiichi Life Insurance Vietnam - Hue General Agency Office 1 - 1 -
Improving the Quality of Electronic Banking Services -
Improving the quality of customer care services at Saigon Thuong Tin Commercial Joint Stock Bank - Hue Branch - 11 -
Improving the quality of international trade finance services for Military Commercial Joint Stock Bank - Quang Ninh Branch - 2
UNIVERSITY THESIS
IMPROVING THE QUALITY OF REPAIR SERVICES WITH PRINTER WARRANTY AT QUOC DAT HIGH TECHNOLOGY COMPANY LIMITED
TRAN THI HA
Hue, 2021
HUE UNIVERSITY UNIVERSITY OF ECONOMICS
FACULTY OF BUSINESS ADMINISTRATION
----- -----
UNIVERSITY THESIS
IMPROVING THE QUALITY OF REPAIR SERVICES WITH PRINTER WARRANTY AT QUOC DAT HIGH TECHNOLOGY COMPANY LIMITED
Student: Instructor: Tran Thi Ha, Associate Professor, Dr. Nguyen Dang Hao, Class: K51A Business and Commerce
School year: 2017 - 2021
Hue, May 2021
Thank You
To complete and carry out this thesis well, in the past time I have received a lot of attention and help from teachers, from the internship unit - Quoc Dat High-Tech Company Limited, family and friends.
First of all, I would like to sincerely thank the teachers in the Faculty of Business Administration - Hue University of Economics for their enthusiastic help, creating conditions for me to have time to approach the real environment, creating the most favorable conditions during the learning process at school and doing well this thesis.
In particular, I would like to express my gratitude to Mr. Nguyen Dang Hao, who has enthusiastically instructed and guided me throughout the 3-month graduation internship and equipped me with the missing knowledge to complete this thesis.
Finally, I would like to thank the Board of Directors of Quoc Dat High-Tech Company Limited, my colleagues in the company for their guidance, enthusiastic help and favorable conditions in the process of collecting data, meeting customers for investigation. From there, helping me gain the knowledge and skills to complete this thesis well.
Although I have tried my best during my final internship and studied carefully to complete my graduation thesis, my theoretical knowledge and practical experience are still limited, so it is difficult to avoid mistakes. I sincerely hope that the lecturer can forgive me and give me comments to make my thesis more complete.
Thank you very much!
Hue, May 2021
Student practice
i
Tran Thi Ha
INDEX
Thank You i
LIST OF ABBREVIATIONS vi
TABLE OF CONTENTS i
LIST OF TABLES vii
LIST OF CHARTS ix
LIST OF DIAGRAMS x
LIST OF IMAGES xi
PART I: PROBLEM STATEMENT 1
1. Urgency of the topic 1
2. Research objective 2
2.1. General objective 2
2.2. Specific objectives 2
3. Research object and scope 3
3.1. Research subjects 3
3.2. Survey subjects 3
3.3. Scope of research 3
4. Research method 3
4.1. Data collection method 3
4.1.1. Secondary data collection method 3
4.1.2. Primary data collection method 4
4.2. Determining sample size and sampling method 5
4.2.1. Method for determining sample size 5
4.2.2. Sampling method 6
4.3. Analysis method 6
4.3.1. Secondary data analysis 6
4.3.2. Primary data analysis 7
4.3.2.1. Descriptive statistical analysis 7
4.3.2.2. Cronbach's Alpha scale test 7
4.3.2.3. Exploratory factor analysis EFA 7
4.3.2.4. One Sample T – Test 8
4.3.2.5. Correlation regression analysis 8
5. Topic structure 9
PART II: RESEARCH CONTENT AND RESULTS 10
CHAPTER 1: THEORETICAL AND PRACTICAL BASIS OF REPAIR SERVICE QUALITY WITH WARRANTY 10
1.1. Theoretical Basis 10
1.1.1. Service 10
1.1.1.1. Concept 10
1.1.1.2. Characteristics 10
1.1.2. Repair service comes with 12 month warranty
1.1.3. Service quality 12
1.1.3.1. Concept 12
1.1.3.2. Characteristics of service quality 13
1.1.4. Service quality research models 15
1.1.4.1. Parasuraman's SERVQUAL model 15
1.1.4.2. Cronin & Taylor's SERVPERE improvement model 17
1.1.4.3. Dabhplhar 18 RSQS Model
1.2. Proposed research model 19
1.3. Scale design 21
CHAPTER 2: QUALITY OF REPAIR SERVICES WITH PRINTER WARRANTY AT QUOC DAT HIGH TECHNOLOGY COMPANY LIMITED 25
2.1. Overview of Quoc Dat High-Tech Company Limited 25
2.1.1. General introduction about the business 25
2.1.2. Functions and tasks of the company 25
2.1.3. Structure and functions of departments in the company 26
2.1.4. Operational situation of Quoc Dat High-Tech Company Limited 27
2.1.4.1. The company's labor structure over the 3 years 2018 - 2020. 27
2.1.4.2. Functions and tasks of departments 28
2.1.4.3. The company's asset situation over the 3 years 2018 - 2020 30
2.1.4.4. Capital situation 31
2.1.4.5. Business performance report 32
2.2. Current status of printer warranty and repair services at Quoc Dat High-Tech Company Limited 34
2.2.1. Types of printers that the company provides 34
2.2.2. Warranty policy 37
2.2.2.1. Brother 37 laser printer
2.2.2.2. Cannon 39 laser printer
2.2.2.3. Espon 39 color printer
2.2.2.4. General warranty policy of the company 40
2.2.3. Repair service content 41
2.2.4. Repair service process with printer warranty 42
2.2.4.1. Warranty service process 42
2.2.4.2. Repair service process 45
2.2.5. Staff performing repair services with printer warranty 46
2.2.5.1. Professional competence 46
2.2.5.2. Service attitude 47
2.2.5.3. Evaluation of technical department performance 47
2.2.6. Problems in implementing repair services with printer warranty of company 48
2.3. Customer reviews of the quality of printer repair and warranty services at Quoc Dat High-Tech Company Limited 49
2.3.1. Characteristics of the survey sample 49
2.3.2. Customer reviews of some information when using repair services
with printer warranty at Quoc Dat High Technology Company Limited 52
2.3.3. Scale validation through Cronbach's Alpha reliability coefficient 58
2.3.4. Exploratory factor analysis EFA 60
2.3.4.1. Exploratory factor analysis EFA of independent variables 60
2.3.4.2. Exploratory factor analysis EFA general assessment 63
2.3.5. Regression model 63
2.3.5.1. Correlation coefficient test 64
2.3.5.2. Regression coefficient test 64
2.3.5.3. Testing the suitability of the model 65
2.3.5.4. Regression results 65
2.4. General assessment of the current status of printer repair and warranty services at Quoc Dat High-Tech Company Limited 67
2.4.1. Customer evaluation of reliability when using printer repair and warranty at Quoc Dat 68 High-Tech Company Limited
2.4.2. Customer evaluation of the level of assurance when using repair services
with printer warranty at Quoc Dat High Technology Company Limited 70
2.4.3. Customer evaluation of service capacity when using repair services
with printer warranty at Quoc Dat High Technology Company Limited 72
2.4.4. Customer evaluation of the level of empathy when using repair services
with printer warranty at Quoc Dat High Technology Company Limited 74
2.4.5. Customer evaluation of tangible means of repair service with printer warranty at Quoc Dat High-Tech Company Limited 75
2.4.6. General customer reviews when using printer repair and warranty services at Quoc Dat 78 High-Tech Company Limited
CHAPTER 3: SOME SOLUTIONS TO IMPROVE THE QUALITY OF REPAIR SERVICES WITH PRINTER WARRANTY AT QUOC DAT HIGH TECHNOLOGY COMPANY LIMITED 80
3.1. Orientation 80
3.2. Solutions to improve the quality of repair services with printer warranty at Quoc Dat High-Tech Company Limited 80
3.2.1. Solution on “Service capacity” 81
3.2.2. Solution on “Ability to ensure” 81
3.2.3. Solution on “Level of empathy” 82
3.2.4. Solution on “Tangible means” 83
3.2.5. Solution on “Trust” 83
PART III: CONCLUSIONS AND RECOMMENDATIONS 85
1. Conclusion 85
2. Recommendation 86
REFERENCES 87
APPENDIX 90