Luận văn thạc sĩ UEH call center services and customer loyalty, a study in the vietnamese banking industry
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Luận văn thạc sĩ UEH call center services and customer loyalty, a study in the vietnamese banking industry
Luận văn thạc sĩ UEH call center services and customer loyalty, a study in the vietnamese banking industry
UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Hong NhungCALL CENTER SERVICES AND CUSTOMER LOYALTY1 study in the I ietnan Luận văn thạc sĩ UEH call center services and customer loyalty, a study in the vietnamese banking industryntese banking industryMASTER OF BUSINESS (HONOURS)Ho Chi Minh City - Year 2015UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessLe Hong Nhung( ALL ( ENTER SERVICES AND CUSTOMER LOYALTYA study in the Vietnamese banking industryID:22120061MASTER OF BUSINESS (HONOURS)SUPERVISORS: Luận văn thạc sĩ UEH call center services and customer loyalty, a study in the vietnamese banking industryPROF. NGUYEN DONG PHONGDR. NGUYEN PHONG NGUYENHo Chi Minh City - Year 2015TABLE OF CONTENTSABSTRACT...................................................Luận văn thạc sĩ UEH call center services and customer loyalty, a study in the vietnamese banking industry
..........................4CHAPTER 1: INTRODUCTION..............................................................5Ỉ.1Research background...............UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Hong NhungCALL CENTER SERVICES AND CUSTOMER LOYALTY1 study in the I ietnan Luận văn thạc sĩ UEH call center services and customer loyalty, a study in the vietnamese banking industryjectives...........................................71.4Research scope and methodology..............................................81.5Thesis Structure............................................................9CHAPTER 2: LITERATURE REVIEW AND HYPOTHESIS DEVELOPMENT............................112.1 Luận văn thạc sĩ UEH call center services and customer loyalty, a study in the vietnamese banking industryTheoretical foundation.......................................................112.1.1Definition of a call center.......................................Luận văn thạc sĩ UEH call center services and customer loyalty, a study in the vietnamese banking industry
.......122.1.2Customer Loyalty.........................................................132.1.3Perceived Customer Orientation..........................UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Hong NhungCALL CENTER SERVICES AND CUSTOMER LOYALTY1 study in the I ietnan Luận văn thạc sĩ UEH call center services and customer loyalty, a study in the vietnamese banking industry...........................172.2Proposed research model and hypotheses.......................................20Figure 1: Conceptual model.....................................................21CHAPTER 3 - RESEARCH METHODOLOGY...................................................23Figure 2: Research proc Luận văn thạc sĩ UEH call center services and customer loyalty, a study in the vietnamese banking industryess.....................................................243.1Measurement of constructs....................................................243.1.1PerceLuận văn thạc sĩ UEH call center services and customer loyalty, a study in the vietnamese banking industry
ived service quality................................................253.1.2Perceived customer orientation...........................................26UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Hong NhungCALL CENTER SERVICES AND CUSTOMER LOYALTY1 study in the I ietnan Luận văn thạc sĩ UEH call center services and customer loyalty, a study in the vietnamese banking industry........273.2Sample.......................................................................28UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Hong NhungCALL CENTER SERVICES AND CUSTOMER LOYALTY1 study in the I ietnanGọi ngay
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