Abstract
This study aims to identify the factors influencing customer satisfaction with the service quality of valuation companies in Ho Chi Minh City. The proposed research model includes five key factors: functional quality, technical quality, relationship quality, transparency, and corporate reputation. Data were collected from 258 valid survey responses from corporate clients who have used valuation services, and analyzed using quantitative methods such as EFA, CFA, and SEM. The findings indicate that all five factors have a positive and statistically significant impact on customer satisfaction. Among them, corporate reputation exerts the strongest influence, highlighting the importance of brand image and market recognition for valuation firms. Technical quality and transparency also play significant roles, reflecting clients’ increasing expectations for accuracy, reliability, and clarity in service delivery. Although functional quality and relationship quality show relatively lower effects, they remain essential foundations in shaping customer perceptions through communication and service attitude. The study provides practical implications for valuation companies in Ho Chi Minh City to improve service quality and enhance customer satisfaction in an increasingly competitive market.
Keywords: Functional quality, technical quality, relationship quality, service satisfaction, valuation, transparency, corporate reputation.
JEL classification: D23; M12; L20.
DOI: 10.63767/TCKT.35.2025.73.84
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Ban biên tập Tạp chí Kinh tế & Quản trị Kinh doanh
Phòng 514, Nhà điều hành, trường Đại học Kinh tế & Quản trị Kinh doanh
Địa chỉ: Phường Tân Thịnh, thành phố Thái Nguyên
Email: tapchikt-qtkd@tueba.edu.vn; Điện thoại: 0208.3903373
