• Hồ Quang Thanh Department of Labour - Invalids and Social of Lamdong province, Viet Nam




CESLD, Satisfaction, Service quality (SQ), SERVQUAL


This research discovers and affirms the components and factors that make up quality of service and the satisfaction of jobseekers at the Centre for Employment Service in Lamdong province (CESLD), accredited by structural equation modeling (SEM) based on the basis of theoretical models for measuring service quality of Parasuraman et al. (1988, 1991). The results showed that, the scale consisting of five components: (1) Reliability; (2) Responsiveness; (3) Assurance; (4) Empathy; and (5) Tangibles is an important factor in satisfying jobseekers. Moreover, the quality of service could explain 77% the satisfaction of job applicants at the CESLD.


Download data is not yet available.


Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). SERVQUAL revisited: A critical review of service quality. Journal of Services Marketing, 10(6), 62-81.

Brown, T., Churchill, G., & Peter, J. (1993). Research note: Improving the measurement of service quality. Journal of Retailing, 69(1), 126-39.

Buttle, F. (1996). SERVQUAL: Review, critique, research agenda. European Journal of Marketing, 30(1), 8-32.

Đồng, T. T. (2015). Báo cáo Tình hình thực hiện nhiệm vụ năm 2015 và 5 năm 2011-2015; Phương hướng, nhiệm vụ năm 2016 và 5 năm 2016-2020. Lâm Đồng, Việt Nam: Trung tâm Dịch vụ việc làm Lâm Đồng.

Edvardsen, B., Tomasson, B., & Ovretveit, J. (1994). Quality of service: Making it really work. New York, USA: McGraw-Hill.

Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6-21.

Gerbing, D. W., & Anderson, J. C. (1988). An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research, 25(1), 186-192.

Hair, J. F. (2010). Multivariate data analysis: A global perspective. London, England: Pearson Education Publishing.

Harrell, F. (2015). Regression modeling strategies:With applications to linear models, logistic and ordinal regression, and survival analysis. New York, USA: Springer International Publishing.

Jöreskog, K., & Sörbom, D. (1984). LISREL-VI user's guide (3rd ed.). Mooresville: Scientific Software.

Kline, R. B. (2011). Principles and practice of structural equation modeling (3rd ed.). New York, USA: The Guilford Press.

Lehtinen, U., & Lehtinen, J. (1982). Service quality: A study of quality dimensions. Helsinki: Service Management Institute.

Muthen, B., & Kaplan, D. (1985). A comparison of some methodologies for the factor analysis of non-normal Likert variables. British Journal of Mathematical and Statistical Psychology, 38, 171-189.

Parasuraman, A. V. (1988). SERVQUAL: A multi-item scale for measuring consumer perceptions of the service quality. Journal of Retailing, 64(1), 12- 40.

Parasuraman, A. V. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67, 420-450.

Parasuraman, A. V. (1993). Research note: More on improving service quality measurement. Journal of Retailing, 69(1), 140-147.

Parasuraman, A. V. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research. Journal of Marketing, 58(1), 111-124.

Philip, K., & Gary, A. (2004). Những nguyên lý tiếp thị (Tập 1). Hà Nội, Việt Nam: NXB Thống kê.

Robinson, S. (1999). Measuring service quality: Current thinking and future requirements. Marketing Intelligence & Planning, 17(1), 21-32.

Svensson, G. (2002). A triadic network approach to service quality. Journal of Services Marketing, 16(2), 158-179.

Wisniewski, M., & Donnelly, M. (1996). Measuring service quality in the public sector: The potential for SERVQUAL. Total Quality Management, 7(4), 357-365.

Zeithaml, V. A. (2000). E-Service quality: Definition, dimensions, and conceptual model. Cambridge, USA: Marketing Science Institute.

Zeithaml, V., Berry, L., & Parasuraman, A. (1993). The nature and determinants of customer expectation of service. Journal of the Academy of Marketing Science, 21(1), 1-12.



Volume and Issues


Economics and Management

How to Cite

Thanh, H. Q. (2017). EMPLOYMENT SERVICE QUALITY AND JOB APPLICANT SATISFACTION AT THE CENTRE FOR EMPLOYMENT SERVICE IN LAMDONG PROVINCE. Dalat University Journal of Science, 7(1), 78-95. https://doi.org/10.37569/DalatUniversity.7.1.151(2017)