Volume 18, No. 6, 2021
Assessment Of Factors Affecting Service Quality In The Renewable Energy Industry. Evidence In Vietnam
Nguyen Duc Duong , Tran Tuan Anh
Abstract
This study is based on the SERVQUAL model to find out the influencing factors on service quality of enterprises in the renewable energy industry. Use Performance Importance Analysis (IPA) to design and analyze questions for the purpose of investigating and evaluating customer service quality for businesses providing renewable energy products. The study collected and processed 340 valid questionnaires. The study found 15 factors with greater satisfaction than perceived importance of service quality in the renewable energy industry. From there, the research will offer solutions to improve the service quality of the industry further.
Pages: 1881-1892
Keywords: Renewable energy, Service quality, SERVQUAL model, IPA.