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Assgn 3 literature review
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Mục lục
Car & motorcycle: The relative affordability of vehicle hire makes the latter a popular option. Having your own set of wheels gives you maximum flexibility to visit remote regions and stop when and where you please.
Bus & Tram: Vietnam has an extensive network of dirt-cheap buses that reach the far-flung corners of the country. Until recently, few foreign travellers used them because of safety concerns and overcharging, but the situation has improved dramatically with modern buses and fixed-price ticket offices at most bus stations.
Train: The 2600km Vietnamese railway system, operated by Vietnam Railways (Duong Sat Viet Nam; 04-747 0308; www.vr.com.vn), runs along the coast between HCMC and Hanoi, and links the capital with Hai Phong and northern towns. While sometimes even slower than buses, trains offer a more relaxing way to get around and more room than the jam-packed buses. The trains are also considered safer than the country’s kamikaze bus fleet.
b. Service quality
Definition:
From the viewpoint of business administration, service quality is an achievement in customer service. It reflects at each service encounter. Customers form service expectations from past experiences, word of mouth and advertisement. In general, Customers compare perceived service with expected service in which if the former falls short of the latter the customers are disappointed.
The accurate measurement of an objective aspect of customer service requires the use of carefully predefined criteria.
The measurement of subjective aspects of customer service depends on the conformity of the expected benefit with the perceived result. This in turns depends upon the customer's expectation in terms of service, they might receive and the service provider's ability and talent to present this expected service. Successful Companies add benefits to their offering that not only satisfy the customers but also surprise and delight them. Delighting customers is a matter of exceeding their expectations.
Pre-defined objective criteria may be unattainable in practice, in which case, the best possible achievable result becomes the ideal. The objective ideal may still be poor, in subjective terms.
Service quality can be related to service potential (for example, worker's qualifications); service process (for example, the quickness of service) and service result (customer satisfaction).
Measuring service quality:
Measuring subjective elements of service quality
Measuring objective elements of service quality
c. Quality of public transportation means and infrastructure
Quality of vehicle:
ENGINE AND TRANSMISSION: We check each vehicles engine and transmission to ensure that all is in correct working order. Our inspection includes engine functionality, cooling system, fluid levels, belts and hoses, etc.
EXTERIOR AND INTERIOR: We check the overall exterior condition for dents, scratches and other damage. Damage that compromises the reliability of the vehicle is fixed. We clean the interior of the vehicle and verify that all controls are functioning correctly.
STEERING AND BRAKING: The steering system and brake system are vital for the safety of the vehicle. A thorough and detailed check is carried out and any necessary repairs are performed to provide safe and reliable driving.
ELECTRICAL SYSTEM: We inspect the electrical system (battery, lights, wipers, switches, electrical controls, etc) and recondition or substitute any problematic components.
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