C chain convenience store’s customer loyalty improvement

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Nội dung chi tiết: C chain convenience store’s customer loyalty improvement

C chain convenience store’s customer loyalty improvement

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessUEHUMVMMĨV 0» Kc 0 MO MIC tH:OWM4CrnLI SBIntbriwliondl School ol BucilWxcVu Th

C chain convenience store’s customer loyalty improvementhuy Diem Chi ID: 22150005C CHAIN CONVENIENCE STORE’SCUSTOMER LOYALTYIMPROVEMENTMASTER OF BUSINESS ADMINISTRATIONHo Chi Minh City - Year 2018UNIVERSITY

OF ECONOMICS HO CHI MINH CITYInternational School of BusinessUEHUISBknt>>nuibonal School ot BocinrccVu Thuy Diem ChiID: 22150005c CHAIN CONVENIENCE S C chain convenience store’s customer loyalty improvement

TORE’SCUSTOMER LOYALTYIMPROVEMENTMASTER OF BUSINESS ADMINISTRATIONSUPERVISOR: DR. PHAM PHU QUOCHo Chi Minh City-Year 2018c CHAIN CONVENIENCE STORE'S C

C chain convenience store’s customer loyalty improvement

USTOMER LOYALTY IMPROVEMENT 3Executive summaryNowadays, Vietnam becomes one of the most dynamic emerging countries in Asia. The development of Vietnam

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessUEHUMVMMĨV 0» Kc 0 MO MIC tH:OWM4CrnLI SBIntbriwliondl School ol BucilWxcVu Th

C chain convenience store’s customer loyalty improvement the key to success in business and the most important determinant for sustainable development of organization. After analyzing the annual reports and

customer surveys, c chain of convenience store (in short, it would be called c chain in this thesis) realized that the customer loyalty of c chain is C chain convenience store’s customer loyalty improvement

very low compared to previous years and their competitors. It can be considered the threat for the sustainable development of c chain. From the analy

C chain convenience store’s customer loyalty improvement

zing of previous research’s results, conducting qualitative and quantitative research, the thesis found two main potential causes of c chain’s low cus

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessUEHUMVMMĨV 0» Kc 0 MO MIC tH:OWM4CrnLI SBIntbriwliondl School ol BucilWxcVu Th

C chain convenience store’s customer loyalty improvementignificantly to the customer satisfaction, the quality of customer sendee, finance, brand image and oriented development of the organization. Because

of these serious consequences, the exploring of solution for these problems is necessary. The solutions are discussed in detail in the thesis along wi C chain convenience store’s customer loyalty improvement

th some recommendations for the company to improve the cooperation between managers and the quality of training program at c chain. Besides that, the

C chain convenience store’s customer loyalty improvement

cost and benefits of these solutions are considered carefully in this thesis in order to exploring the effective problem solving methods.TABLE OF CONT

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessUEHUMVMMĨV 0» Kc 0 MO MIC tH:OWM4CrnLI SBIntbriwliondl School ol BucilWxcVu Th

C chain convenience store’s customer loyalty improvementd office’s organization chart 8

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessUEHUMVMMĨV 0» Kc 0 MO MIC tH:OWM4CrnLI SBIntbriwliondl School ol BucilWxcVu Th