Factors affecting the satisfaction of companies on service quality in industrial zones in Ho Chi Minh City

Abstract

The research focuses on exploratory analysis of factors that affect the satisfaction of companies on service quality in industrial zones in Ho Chi Minh City. In addition, regression analysis is implemented to measure the impact of these factors on companies’ satisfaction. The exploratory analysis indicates that four factors that determine service quality of industrial zones in Ho Chi Minh City are: (i) tangibility; (ii) service attitude of the managers and the industrial zones’s investors; (iii) responsiveness; and (iv) empathy. The regression estimation shows that the four factors above affect the satisfaction of companies in the same direction. In particular, tangibility and service attitude of the managers and the industrial zones’s investors have the strongest impacts. These important findings can serve as a ground for industrial zones in Ho Chi Minh City to make appropriate adjustments and for industrial zones which are about to come into operation to have necessary preparations in order to better meet requirements of companies.