EVALUATING THE SATISFACTION LEVELS OF PETROLEUM BUSINESS UNITS AT THE TECHNICAL CENTER FOR QUALITY MEASUREMENT STANDARDS IN TIEN GIANG PROVINCE

Abstract

The study aims to evaluate how petroleum business units are satisfied with the measurement inspection services provided for petroleum measuring columns at the Technical Center for Quality Measurement Standards in Tien Giang province. We collected 220 questionnaires from leaders of petroleum business units in the province, out of which 198 were valid for analysis. We used various methods, including scale reliability testing, exploratory factor analysis (EFA), correlation, and regression analysis with SPSS version 20 to evaluate the data. Our research results indicate that six factors affect the satisfaction of petroleum business units, namely: Trust (β= 0.263), Customers’ technical knowledge (β= 0.187), Responsiveness (β= 0.171), Service capacity (β= 0.166), Empathy (β= 0.099), and Perceived price (β= 0.019). Based on the influence of these factors, we recommend several solutions to help increase the satisfaction of petroleum business units with the inspection services provided by authorities in Tien Giang province.