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NEW CONTRIBUTIONS OF THE THESIS

Thesis: "The relationship between employee satisfaction, service quality and customer satisfaction - Case study forindustrial cleaning service in Hanoi"
Major: Marketing   Code: 62.31.03.01

Research student: NguyễnBình Minh
Mentor: Assoc.Prof.Dr. Nguyễn Văn Thắng

New contributions in terms of academics and rationale

The relationship between three factors: employee satisfaction, service quality and customer satisfaction has been studied in service industry but mostly in companies using high skilled workers.This thesis studies this relationship in hygiene service industry with particular context in which workers has low educational level therefore theverification is required and is the contribution of the thesis as well.

The thesis discovered two new factors: the concept of “occupation” impactsa lot on employee satisfaction and the factor called "devotion" is added to the components of service quality. “Occupation” is used to be considered the workers’ attitudes and ways of thinking about the profession they are doing. First of all, what the workers think is whether their jobsare equal to the others’. They see their jobs as something to have a strong attachment to rather than temporary and seasonal careers. Secondly, workers conceive their job as a legitimate business which are socially respectable like other occupations; thereby increasing their job satisfaction and dedication to work. 

This thesis also finds that dedicationrefers to the willingness of workers in the industrial cleaning service to work under different conditions at different points of time, serving customers with different requirements (not necessarily the person who signed the contract or the in-charge supervisor). On the other hand, the dedication mentioned also adverts to the worker’s responsibility to keep the workplace always clean and in order without minding difficulties. The most important thing is that when customers see the dedication in the workers, the service quality will come along.

Two different subjects interviewed in this research are employees and customers in the industrial cleaning service. Two sets of data were then collected and matched. This method of survey ensures the objectivity and increase the reliability of the study. However, it is still rarely used among studies in Vietnam.

Recommendations drawn from the research’s results

- Promote propaganda campaigns on occupation and communication conceptsso that employees can have a positive perception of the industrial cleaning service. 

- Create favorable working conditions for employees such as providing machines, equipment, tools and chemicals. Set up rest area to relax during break time at work for sanitation workers through negotiations with customers on site to establish convenient accommodation for workers. 

- In order to increase the employee satisfaction among sanitation workers, companies need to raise their wages, improve working conditions, reduce unnecessary paperwork, offer training courses for skilled supervisors with qualified technical knowledge; companies’ unions should make use of its role thoroughly; enterprises should encourage employees’ confidence in the work they are doing

- In order to improve the quality service and customer satisfaction, companies need to offer training courses for employees on increasing competency and quality; review human resource policies to encourage highly skilled staff with good quality; invest on machinery and equipment; establishan association of companies in industrial cleaning service to achieve a service industry with high standard.