Luận văn thạc sĩ UEH c chain convenience store’s customer loyalty improvement
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Luận văn thạc sĩ UEH c chain convenience store’s customer loyalty improvement
Luận văn thạc sĩ UEH c chain convenience store’s customer loyalty improvement
UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternal oral School o/Buc nouVu Thuy Diem Chi ID: 22150005C CHAIN CONVENIENC Luận văn thạc sĩ UEH c chain convenience store’s customer loyalty improvementCE STORE SCUSTOMER LOYALTYIMPROVEMENTMASTER OF BUSINESS ADMINISTRATIONHo Chi Minh City-Year 2018UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessScfioct cif Rinirw^sVu Thuy Diem Chi ID: 22150005C CHAIN CONVENIENCE STORE’SCUSTOMER LOYALTYIMPROVEMENTMASTER OF BUSINESS ADMINISTR Luận văn thạc sĩ UEH c chain convenience store’s customer loyalty improvementATIONSUPERVISOR: DR. PHAM PHU QIĨOCHo Chi Minh City. Year 2018c CHAIN CONVENIENCE STORE’S CUSTOMER LOYALTY IMPROVEMENT 3Executive summaryNowadays. VieLuận văn thạc sĩ UEH c chain convenience store’s customer loyalty improvement
tnam becomes one of the most dynamic emerging countries in Asia, rhe development of Vietnam's economic creates the fierce competitive market for the dUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternal oral School o/Buc nouVu Thuy Diem Chi ID: 22150005C CHAIN CONVENIENC Luận văn thạc sĩ UEH c chain convenience store’s customer loyalty improvementrminant 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 very low compared to previous years and their competitors. Luận văn thạc sĩ UEH c chain convenience store’s customer loyalty improvement It can be considered the threat for the sustainable development of c chain. From the analyzing of previous research's results, conducting qualitativeLuận văn thạc sĩ UEH c chain convenience store’s customer loyalty improvement
and quantitative research, the thesis found two main potential causes of c chain's low customer loyalty: the lack of cooperation between regional manUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternal oral School o/Buc nouVu Thuy Diem Chi ID: 22150005C CHAIN CONVENIENC Luận văn thạc sĩ UEH c chain convenience store’s customer loyalty improvementustomer service, 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 with some recommendations for the company to improve the coo Luận văn thạc sĩ UEH c chain convenience store’s customer loyalty improvementperation between managers and the quality of training program at c chain. Besides that, the cost and benefits of these solutions are considered carefuLuận văn thạc sĩ UEH c chain convenience store’s customer loyalty improvement
lly in this thesis in order to exploring the effective problem solving methods.c CHAIN CONVENIENCE STORE’S CUSTOMER LOYALTY IMPROVEMENT 4TABLE OF CONTUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternal oral School o/Buc nouVu Thuy Diem Chi ID: 22150005C CHAIN CONVENIENC Luận văn thạc sĩ UEH c chain convenience store’s customer loyalty improvementER 2: PROBLEMIDENTIFICATION102.1Symptoms102.1.1.The first symptom: Decreasing number of customer over the years102.1.2.The second symptom: The decreasing average monthly customers per store112.1.3.The third symptom: Decreasing customers who using membership card112.1.4.The fourth symptom: Increasing Luận văn thạc sĩ UEH c chain convenience store’s customer loyalty improvement customer complaints122.1.5.The fifth symptom: Low Customer Loyalty Index132.1.6.The qualitative research about competitors* customer loyalty142.2InitLuận văn thạc sĩ UEH c chain convenience store’s customer loyalty improvement
ial cause - effect map152.2.1The summary of previous research152.2.2.The quantitative research172.3.The updated cause effect map242.3.1.The qualitativUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternal oral School o/Buc nouVu Thuy Diem Chi ID: 22150005C CHAIN CONVENIENCUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternal oral School o/Buc nouVu Thuy Diem Chi ID: 22150005C CHAIN CONVENIENCGọi ngay
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