Factors influencing customer satisfaction with the quality of testing and analysis services at the Dong Thap Verification and Testing Center

In an increasingly integrated economic context, customer satisfaction has become a key determinant of the sustainability and development of public service organizations. This study examines the factors influencing customer satisfaction with testing and analysis services at the Dong Thap Verification and Testing Center. Data were collected from a survey of 180 customers and analyzed using descriptive statistics, Cronbach’s alpha reliability testing, Exploratory Factor Analysis (EFA), and multiple linear regression. The findings identify five groups of factors that positively affect customer satisfaction: reliability, assurance, responsiveness, tangibles, and empathy. Among these factors, reliability exerts the strongest influence on customer satisfaction. Based on the empirical results, the study provides managerial implications for improving service quality and strengthening the competitive position of the Center.