MINISTRY OF EDUCATION AND TRAINING
HO CHI MINH UNIVERSITY OF TECHNOLOGY AND EDUCATION
FACULTY OF ECONOMICS

--

GRADUATION THESIS
IMPROVE INTERNAL CUSTOMER SATISFACTION WITH
SERVICE QUALITY IN MEASUREMENT PROCESS OF THE
QMM6 DEPARTMENT AT BOSCH VIETNAM CO., LTD
Student: Nguyen Huynh Bao Ngoc
Student ID: 20124390
Course: 2020
Major: Industrial Management
Instructor: Ph.D Nguyen Khac Hieu

Ho Chi Minh City, May 2024

ACKNOWLEDGEMENTS
First and foremost, the author extends heartfelt gratitude to all of the professors and
lecturers in the Faculty of Economics at Ho Chi Minh City University of Technology
and Education. With the guidance and knowledge they have shared, the author has
acquired a foundational understanding of key concepts and general content, paving the
way for the completion of this thesis. Moreover, the author would like to express the
deepest appreciation and sincere gratitude to the thesis advisor, Mr. Nguyen Khac Hieu.
He allocated time for support and provided invaluable advice that significantly
contributed to the process of developing this graduation thesis.
Besides, the author would also like to thank the Board of Directors of Bosch
Vietnam Co., Ltd. for allowing and creating favorable conditions for the author to gain
practical experience at the company. Additionally, I wish to express my gratitude for the
wholehearted support and guidance provided by the QMM6 department in general, Ms.
Nguyen Thi Ngan Giang, and Mr. Le Duy Dat in particular. During my internship at
Bosch Vietnam, I encountered numerous valuable opportunities and experiences. This
experience allowed me to broaden my knowledge and enhance my hard skills in a
professional environment characterized by creativity and dynamism. It allowed me to
bridge theoretical learning with practical application, offering a firsthand understanding
of how academic knowledge translates into real-world scenarios.
The author acknowledges their limitations regarding expertise and practical
experience, which may lead to potential errors in the thesis. The author looks forward
to the comments and guidance from the teachers to refine and further develop their
research direction in the future.
Lastly, the author sends wishes of health and prosperity to the entire company,
esteemed colleagues, and professors. Sincere gratitude is sincerely expressed!

TABLE OF CONTENTS
ACKNOWLEDGEMENTS ............................................................................
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