Các nhân tố ảnh hưởng đến sự phàn nàn của khách hàng sử dụng dịch vụ: trường hợp dịch vụ viễn thông di dộng của Viettel tại địa bàn thành phố Vĩnh Long

Abstract

This study aims to analyse factors that effect to customer’s complain about service mobile telecommunication Viettel on Vinh Long city. The data were collected from 201 respondents. Collected data were processed in the statistical software SPSS, the consistency coefficient measured with Cronbach’s Alpha for scaling test and Exploratory Factor Analysis (EFA) were used. The statistical results indicated 8 factors affecting of customer’s complain including: (1) Attitude toward the act of complaining; (2) Subjective possibility that complaining will be successfull; (3) Customer’s knowledge and experience; (4) Attitude toward firm; (5) Service importance; (6) Customer’s Personality; (7) Complaint procedures; (8) Time constraints. “Time constraints” has the largest impact to customer’s complain.