Main Article Content
Based on theoretical models of Corin et al. (1999,2000) and Wang et. Al. (2004), the purpose of this study it so answer the question: Is customer value an intermediary factor affecting the service quality, customer satisfaction and behavior? The research was conducted from a sample of 194 consumers in Ho Chi Minh City. Scales of the research that were developed through Cronbach’s alpha test, exploratory factor analysis (EFA. Path Analysis pointed out that customer value played the role as an intermediary factor in the cause-and-effect relationship between the factors: service quality, customer satisfaction, yet there is not yet evidence of direct affect of service quality and satisfaction on the behavior of the customer. Besides that, research also found : network quality made significant tangible impact on customer value and customer satisfaction. It is undeniable that the service supplier should emphasize improvement in those areas in order to satisfy the customer.
BDUJST needs publishing rights to publish and disseminate research articles. A publishing agreement between the authors and BDUJST should be determined. This agreement deals with the transfer or license of the copyright to BDUJST and authors retain significant rights to use and share the published articles. Copyright is used to protect published articles’ description of experiments and results. BDUJST has the right to protect and defend authors’ works and reputation and take allegations of infringement, plagiarism, ethic disputes and fraud seriously.