Service quality improvement solutions of Energy Technology Solution Company Limited

Abstract

ETS Company Limited was established at the end of 2020 based on the increasing demand for electrical testing services in Vietnam. Service quality in electrical testing services has become an important factor affecting the company's business operations. Although revenue has grown steadily over the years since its establishment, ETS company still has many inadequacies and limitations in services such as: Working hours at projects, frequent personnel changes, and limitations in service. Language as well as communication ability when working with customers,etc. That's why, the author write the thesis “Service Quality improvement solutions of Energy Technology Solution Company Limited”.In this topic, the author will analyze the current status of service quality at ETS company, find the causes and factors affecting service quality and then propose appropriate solutions. The thesis follows: Qualitative research methods; The author uses interview method with company leaders and employees. Quantitative research method: the author surveyed questionnaires to 250 customers who have been using services at ETS company. Then process the data using SPSS20, Excel, and analyze Cronbach's Alpha coefficient. Synthesis and evaluation method: the author analyzes to identify the current situation and causes of service quality at ETS company. Result: The thesis analyzed and evaluated the current situation, identified successes and limitations in service quality at ETS company and proposed solutions to improve service quality at the company.