Author: Ha Nam Khanh Giao

Have you ever wondered why customers leave a service even when the product itself is not bad? This book helps you find the answer from the customer’s perspective. With an approachable yet academic approach, the author guides readers to explore how to measure service quality in a scientific and effective way.

Beyond theory, the book also suggests practical applications to help businesses improve customer experience and enhance satisfaction. It is a useful resource for students, researchers, and anyone who wants to gain a deeper understanding of customer behavior in the modern business environment.

The book is available at the DNC Library. Readers are welcome to explore it.

Opac: Do Luong Chat Luong Dich Vu Tai Viet Nam Nhin Tu Phia Khach Hang