Authors: Bui Thi Phuong Dinh, Nguyen Ngoc Quynh Giang, Vu Thi Thanh Nga

Supervisor’s name: Dr Phan Chi Anh

Year: 2012-2013

   Abstract content:

   Depending on five basic components study model service quality in super-market: (1) tangible, (2) reliability, (3) assurance, (4) responsiveness, (5) the supermarket policies, the study: “evaluating administrative service quality of Hapro Mart super-market system” analyzed, appraisal and then give solution to help supermarket improve service quality, create strong belief, and loyalty in customer.

   The author used quantitative method to discover, adjust and supplement observation variables to measure conceptual studies. This method was accomplished following deeply interviewing method (n=5) which based on available content and measurement.

   The outcome of study helps our see the role of 3 important big components to customer satisfaction for service quality in Hapro supermarket. This is display of goods, the attitude of staff, place. In addition, the satisfaction has close relationship with royal customer