Research on Customer Satisfaction of Language Link in Hanoi
123
1 TABLE OF CONTENT EXECUTIVE SUMMARY ......................................................................................................... 2 INTRODUCTION ...................................................................................................................... 3 I. Rese arch objecti ve and plan ................................................................................................. 4 I.1. Rese arch Objecti ve ............................................................................................................ 4 I.2. Rese arch Plan .................................................................................................................... 4 II. Rese arch Methodol ogy ..................................................................................................... 7 II.1. Rese arch Instrum ents ....................................................................................................... 8 II.2.Qu estionnaire and the purpose of questi onnaire................................................................. 9 III. Resul ts of Survey ........................................................................................................... 1 4 IV. DEMOGRAPHI C INFORMATION.............................................................................. 20 V. SERVICING ATTI TUDE .............................................................................................. 25 V.1 Assessment about Language Link¶s Locat ion, Parking annd Attitude of Recept ionists .... 25 V.2. Assessment about servicing attitude in general ............................................................... 27 VI. Facili ties......................................................................................................................... 31 VI.1. As sessment Elements of Facili ties ................................................................................ 31 VI.2. Assessment of Facility of Language Link in general ..................................................... 35 VII. Education Quali ty........................................................................................................... 39 VIII. Fees ............................................................................................................................ 59 IX. Customer¶s General Assessments About Language Link ................................................ 64 X. X. CORRELATION ....................................................................................................... 70 XI. EVALUATION FACTORS THAT IMPACT TO CUSTOMER¶S GENERAL ASSESSMENT FOR QUALITY OF LANGUAGE LINK ........................................................ 8 3 XII. RESULTS OF INTERVIEW .......................................................................................... 85 XIII. RECOMMENDATION .............................................................................................. 87 XIV. CONCLUSION .......................................................................................................... 89 XV. REFERENCES .............................................................................................................. 90 Appen dix A .............................................................................................................................. 92 Appendix B: Meeting Sheet ...................................................................................................... 97
-
Upload
thanh-hoa-le -
Category
Documents
-
view
221 -
download
0
Transcript of Research on Customer Satisfaction of Language Link in Hanoi
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 1/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 2/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 3/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 4/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 5/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 6/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 7/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 8/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 9/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 10/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 11/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 12/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 13/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 14/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 15/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 16/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 17/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 18/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 19/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 20/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 21/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 22/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 23/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 24/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 25/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 26/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 27/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 28/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 29/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 30/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 31/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 32/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 33/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 34/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 35/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 36/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 37/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 38/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 39/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 40/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 41/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 42/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 43/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 44/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 45/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 46/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 47/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 48/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 49/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 50/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 51/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 52/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 53/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 54/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 55/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 56/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 57/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 58/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 59/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 60/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 61/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 62/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 63/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 64/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 65/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 66/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 67/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 68/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 69/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 70/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 71/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 72/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 73/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 74/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 75/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 76/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 77/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 78/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 79/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 80/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 81/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 82/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 83/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 84/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 85/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 86/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 87/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 88/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 89/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 90/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 91/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 92/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 93/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 94/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 95/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 96/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 97/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 98/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 99/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 100/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 101/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 102/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 103/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 104/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 105/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 106/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 107/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 108/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 109/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 110/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 111/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 112/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 113/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 114/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 115/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 116/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 117/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 118/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 119/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 120/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 121/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 122/123
8/6/2019 Research on Customer Satisfaction of Language Link in Hanoi
http://slidepdf.com/reader/full/research-on-customer-satisfaction-of-language-link-in-hanoi 123/123
