04164nas|a2200457 i 4500 20260818084349.0 111100s2000 th uu m rtt 00| a1eng d .b11814895 AIT RSPR no.SM-00-103 Nguyen Minh Ngoc Competing on service quality : a case study of Vietnamese self-service department store Bangkok : Asian Institute of Technology, 2000 64 leaves Research studies project report ; no.SM-00-103 A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration, School of Management Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2000 The fast development in Vietnam within five years back from now has made the retailing industry become more competitive and dynamic. The competitive priority has trend to move from price to product quality to service quality today. Therefore, the major objectives of the research is to identify the gaps and differences between retailer staff view points (self-service department store) and customer viewpoints on the importance of attributes for customer and customer perception of attributes. The research, then, suggests possible reason for these gaps and differences. Final is to make some recommendation to improve service quality in self-service department store. These objectives were achieved through combination of exploratory survey, customer survey, staff survey, indepth interview with manager, discussion with selected staff and qualitative and comparative analysis methods. Basically the research has fulfilled the original objectives. From the findings and analysis, the research propose three steps to improving service quality for the store. The first step is to implement the change in approach and policy toward service quality. This step aim at ensuring that, things got done in the right obit and the store gets the common harmony. The second step is to determine what should be done in current context and environment. This step to ensure that the best competitive priority, service specification, service delivery specification, direction and new opportunity will be defined and followed. The third step is to determine what should be done to translate the goal, direction in service quality into operation. The step aims at ensure that the right action will be taken Self-service stores Vietnam Bechter, Clemens, Examination Committee Tocquer, Gerard A., Chairperson Swierczek, F.W., Examination Committee Government of Switzerland/Swiss Agency for Development and Corporation (SA V), Scholarship Donor Asian Institute of Technology. Research studies project report ; no.SM-00-103 Full-Text http://203.159.5.9/ait-thesis/detail.php?q=B07106 .b11814895 mnait u 240612 0 001027 m a u 0 mnait mnait mnarc mnarc mnarc 20 40 Barcode : 30050120669287 CREATED : 2000-11-11 RECORD # : i12226166 LPATRON : 1018549 LCHKIN : 2007-04-09 # RENEWALS : 0 # OVERDUE : 0 IUSE3 : 0 TOT CHKOUT : 4 TOT RENEW : 2 Barcode : 30050120669295 CREATED : 2000-11-11 RECORD # : i12226178 LPATRON : 1015901 LCHKIN : 2004-07-23 # RENEWALS : 0 # OVERDUE : 0 IUSE3 : 0 TOT CHKOUT : 3 TOT RENEW : 0 Barcode : 30050160084272 CREATED : 2016-04-05 RECORD # : i12969345 LPATRON : 0 LCHKIN : - # RENEWALS : 0 # OVERDUE : 0 IUSE3 : 0 TOT CHKOUT : 0 TOT RENEW : 0 Barcode : 30050120924831 CREATED : 2020-01-15 RECORD # : i13248169 LPATRON : 0 LCHKIN : - # RENEWALS : 0 # OVERDUE : 0 IUSE3 : 0 TOT CHKOUT : 0 TOT RENEW : 0 Barcode : 30050120991830 CREATED : 2020-11-02 RECORD # : i13258941 LPATRON : 0 LCHKIN : - # RENEWALS : 0 # OVERDUE : 0 IUSE3 : 0 TOT CHKOUT : 0 TOT RENEW : 0 20167 20167 0 0 0 0 MAIN MAIN mnait 2026-08-18 0 AIT RSPR no.SM-00-103 30050120669287 2026-08-18 08:43:49 1 2026-08-18 20 0 0 0 0 MAIN MAIN mnait 2026-08-18 0 AIT RSPR no.SM-00-103 30050120669295 2026-08-18 08:43:49 2 2026-08-18 20 0 0 0 0 MAIN MAIN mnarc 2026-08-18 0 AIT RSPR no.SM-00-103 30050160084272 2026-08-18 08:43:49 1 2026-08-18 40 0 0 0 0 MAIN MAIN mnarc 2026-08-18 0 AIT RSPR no.SM-00-103 30050120924831 2026-08-18 08:43:49 3 2026-08-18 20 0 0 0 0 MAIN MAIN mnarc 2026-08-18 0 AIT RSPR no.SM-00-103 30050120991830 2026-08-18 08:43:49 4 2026-08-18 20