FACTORS AFFECTING SATISFACTION WITH THE SERVICE OF FINDING SUITABLE CAREERS THROUGH FINGERPRINT SCANNING OF CUSTOMERS OF BRENTEN SCAN COMPANY LIMITED.

Abstract

This research aimed to: 1) examine the problems related to factors affecting customer satisfaction with career-matching services through fingerprint scanning provided by BrainTen Scan Company; 2) compare the levels of those influencing factors; and 3) propose key factors to improve the service. This was a quantitative study involving a sample of 600 clients of the company, using questionnaires as the primary data collection tool. The research findings revealed that the average weight of the problem-related factors affecting customer satisfaction was at a moderate level. Among the factors, satisfaction and career-matching aspects showed the highest average weights, while the fingerprint scanning aspect received the lowest, yet still rated as moderate. Further analysis of the three main factors—satisfaction, career matching, and fingerprint scanning—also indicated moderate levels. However, when analyzing sub-factors, satisfaction and career matching showed influences at high and moderate levels respectively, while the factor related to financial security support received the lowest average weight, falling into the moderate category.

          Considering the overall five-factor model, the results showed a moderate level across the board. The factor of career-matching appropriateness received the highest average weight at a high level, followed by satisfaction, which was rated at a moderate level. The fingerprint scanning factor and knowledge-related factors were all evaluated at a moderate level. The findings highlight the need to enhance the service quality of the company in a way that better responds to customer needs.