A two - Factor model for service quality management: The conceptual development and an application to co - op mart Nguyen Dinh Chieu, Viet Nam

I am most grateful to Dr. Do Ba Khang, my Research Advisor and Chairman of Research Committee, for his invaluable guidance, constructive suggestions, and constant encouragement throughout the course of my research study. His profound knowledge and boundless enthusiasm are a great inspiration for me to conduct this research. I would like to express sincere thanks to Dr. Fredric W. Swierczek and Dr. Clemens Bechter for their valuable contribution in serving as Research Committee members, as well as for their constructive comments and critical suggestions on the research study. The sincerest thanks come to the Swiss-AIT-Vietnam Management Development Programme (SAV) and Asian Institute of Technology (AIT), all the faculty members, staffs, and friends who contribute greatly to my learning progress. Thanks are also extended to Vietnam Asia Pacific Economic Center (VAPEC), managers and staffs of many supermarkets in Ho Chi Minh City, especially managers and staffs of Saigon Co-op, for helping me in data collection. Last but not least, I would like to express my deep gratitude to my family and my girlfriend, who provide continuous supports to me during my learning process and the course of this research study.