EVALUATING CUSTOMER SATISFACTION IN SERVICE QUALITY : Kuehne + Nagel Forwarding Company, Vietnam

Abstract

Quality of services so far is always the issues that all the marketers as well as any businesses care about because of its intangible, complicated and unmeasured nature. Acquiring the satisfaction from customers by the quality of the company’s business services is the only mean for existing and developing of any enterprises. This thesis focused on the research of customer satisfaction in order to evaluate shortcomings, existing issues, the quality of services provided by the Kuehne + Nagel Forwarding Company in Vietnam as well as the factors influencing to the customers’ evaluations and considerations for confidence of a freight forwarder. Besides those strengths or competitive advantages indicated by the survey foundation, there were some suggestions for improvement in the services and operational systems to the company based on negative feedback and comments. Moreover, thorough the content of thesis, it obviously referred to theories and literature related to customer relationship management and freight forwarding industry.