Non fixed-day shipping schedule in Tan Cang Shipping afects to customers satisfaction

Abstract

This thesis aims to identifiy the reason why TCS new reefer service could not attract customers. Basing on in-dept interview in TCS’s current customers, market information and report from marketing department, thesis find out there are 3 potential problems: Low customer satisfaction of regular customers; Competitors are stronger than TCS show on 2 issues Marketing strategy to attract new customers does not implement. Using theories and analysis, identified central problem is: low customer satisfaction of regular customers. To giving exactly problem solving, the thesis draws cause-effected map to find out root cause. Thesis uses 4 groups of factors affect to customers satisfaction to conduct an interview on regular customers, the result show that many customer unsatisfied with TCS’s shipping schedule, to change un-fixed day shipping schedule, the broad director should change their intension that having fixed-day shipping schedule is more important than full fill each trip.