Sự thấu hiểu và sẻ chia của nhà mạng cung cấp dịch vụ thông tin di động dành cho khách hàng tại Thừa Thiên Huế

Abstract: This study explores and assesses the empathy to customers of operators providing

mobile information services in Thua Thien Hue province. The data were collected from 384

mobile users in the province. The study model is based on arasuraman’s service quality model

with the SERVPERF scale. The results show that customers appreciate network operators in

terms of convenient working hours and the readiness of the network staff to welcome and care

about the customers. These results also indicate the limitations of the employees in

understanding the needs as well as the interests of customers during the service. Based on the

findings, the author suggests some solutions that aim at enhancing the empathy and

understanding of the network operators towards groups of customers, including students,

farmers, small traders, fishermen, business people and civil servants in the Thua Thien Hue

market.