TAILIEUCHUNG - The relationship between service quality, customer satisfaction and customer loyalty: A study in telecommunication industry of Laos

This research aims to examine a model of relationships among service quality, customer satisfaction, and customer loyalty in the Laos telecommunication sector. That addresses the lack of research of these relationships in terms of research setting and provides information for telecommunication companies in Laos improving their performance and competitive abilities. | Ì1 MINISTRY OF EDUCATION AND TRANING MINISTRY OF EDUCATION AND SPORT NATIONAL ECONOMICS UNIVERSITY NATIONAL UNIVERSITY OF LAOS VIETNAM LAOS PADAPPHET SAYAKHOT THE RELATIONSHIP BETWEEN SERVICE QUALITY CUSTOMER SATISFACTION AND CUSTOMER LOYALTY A STUDY IN TELECOMMUNICATION INDUSTRY OF LAOS Specialisation Industrial Management Code 62340414 Supervisor Assoc. Prof. Dr. Truong Doan The A dissertation Submitted to the National Economics University Vietnam and National University of Laos in fulfillment of requirements for the degree of Doctor of Philosophy in Economics HANOI - 2015 i DECLARATION I hereby declare that this dissertation is my own work and effort. The dissertation has not been submitted anywhere for any award. All the sources of information used have been well acknowledged. Signature PADAPPHET SAYAKHOT ii ACKNOWLEDGMENTS The path toward completion of a doctorate is long and often times can seem quite arduous. Yet it has been an enriching and rewarding experience for me both professionally as well as personally. I would like to express my thanks and appreciation to the many that have encouraged and lifted my spirits along the way. I especially want to thank Associate Professor Dr. TRUONG DOAN THE my principal supervisor for his patient and proficient guidance. He has shared expertise in research methods inspired me to generate new ideas and encouraged me to become a higher level scholar. My family has also been especially supportive in my journey to pursue a doctorate. To my loving wife for the patience she demonstrated and the encouragement she provided throughout the long process. My children were always there to express their love and appreciation for their dad. Last but not least I also would like to offer a special thanks to my friends and colleagues within my business organization who have provided their support along the I could not complete this thesis without the assistances and supports from interviewee team and interviewers please .

• Thạc sĩ - Tiến sĩ - Cao học
• Service quality
• Customer satisfaction
• Customer loyalty
• Telecommunication industry of Laos
• Telecommunication companies
• Customers’ perception of service quality
• Boutique hotel industry
• Perceived service quality of hotel
• Structure of service quality perception
• Perceived service quality
• Customer's satisfaction
• Customer’s satisfaction on service quality
• Service quality gap model
• Relationship between service quality
• International Conference on Emerging Challenges
• Taxi service quality
• Traditional taxi service
• Transport service sector
• App based taxi service
• Measuring service quality in the hotel industry
• Measuring service quality
• The adapted servqual
• Chiayi and Tainan cities
• Service quality of the hotel
• Logistics service quality
• Duhok governorate/Kurdistan region
• Logistics service quality dimension
• Marketing and logistic
• Logistics’ service quality dimension
• Farmers’ satisfaction with agricultural extension service quality
• Agricultural extension service quality in Ninh Phuoc district
• Ninh Thuan province
• Agricultural extension service quality
• The extension staff’s clear presentation
• Nature of services
• Service quality of airline services
• Dimensions of service quality
• Quality of service
• Fast changing business environment
• Patients’ satisfaction of health service quality in public hospitals
• A PubHosQual analysis
• Health service quality in public hospitals
• The quality of health service
• Public hospitals in Jordan
• Internal service quality
• External service quality
• Employee satisfaction
• Hotel services
• Tourist accommodation establishments
• Building trust through customer satisfaction in the airline industry
• The airline industry in Indonesia
• Service quality and price fairness contribution
• Service quality and price fairness
• Optimum service quality
• Literature review of service quality
• Student satisfaction from the perspective
• Quality assurance in higher education
• The higher education sector
• The two concepts of service quality
• Online food delivery
• The quality of mobile service
• Communication strategie
• Service quality management
• Service quality in leisure and tourism
• Leisure industry
• Quality assurance
• Delivering quality
• Quality management systems
• Quality management tools
• Human resource management
• Tạp chí Khoa học
• Customer satisfaction in mobile service quality
• Evidence from hanoi and Ho Chi Minh city’s officers
• Mobile service quality
• Key factors affecting consumer satisfaction
• The perceived quality of telecommunications services
• Kano model
• Quality function deployment
• Improve service quality
• Achieve sustainable competitive advantage
• Determinants influencing accounting quality of transportation service firms
• Transportation service firms
• Accounting of business owners
• Transportation service firms
• 250 transportation service firms
• Consumer loan service
• Vietcombank Đà Nẵng
• Price awareness
• Service supply process
• Master Thesis in Economics
• Master Thesis in Economics sample
• Customers service
• Commercial banking sector of Nigeria
• Customers perception
• Service quality in the commercial banking
• Dong Thap University
• Quality of library service
• Library service
• Library service in Dong Thap University
• Directly using the library services
• Binh Phuoc hospitala dimension
• The model of SERVQUA
• The current service quality
• Binh Phuoc province
• The factors impact on the service quality
• People’s credit funds
• The case of Mekong Delta River in Vietnam
• Mekong Delta River
• The service quality of PCFs
• Evaluating service quality of higher institutions in Oyo state
• Higher institutions in Oyo state
• Poor quality of services
• The SERQUAL to service development
• Range of campus services
• The outside determinants influencing quality of accounting human resources
• Sustainability through the lens accounting service firms in Hanoi
• Accounting human resources
• Accounting service firms
• Quality of accounting human
• Customer perceptions of service quality
• Life insurance companies
• Gap analysis and Multi regression
• Good quality of service
• Insurance company staff
• Marketing in the Connected Age
• Service quality in tourism
• Smoke free industry
• Culinary tourism
• Spearhead economic sector