Luận văn thạc sĩ UEH determinants of customer satisfaction in retail banking sector
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Luận văn thạc sĩ UEH determinants of customer satisfaction in retail banking sector
Luận văn thạc sĩ UEH determinants of customer satisfaction in retail banking sector
MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITY(*NGUYỀN THỊ PHƯỢNG KHÁNHDETBMNW OF CM® 1BĐNA' STUDY IN VIETNAM O0MMERW BANK Luận văn thạc sĩ UEH determinants of customer satisfaction in retail banking sectorKS IN HO CHI MINH CITYMASTER’S THESISTn Finance- Banking Ology Code: 60.31712SupervisorAssociate Professor. Ph.D. NGUYÊN MIMI K1ẼUHo Chi Minh City-2010TABLE OF CONTENTLIST OF FIGURES.........................................................iLIST OF TABLES.............................................. Luận văn thạc sĩ UEH determinants of customer satisfaction in retail banking sector...........iiLIST OF ABBREVIATION..................................................iiiABSTRACT........................................................Luận văn thạc sĩ UEH determinants of customer satisfaction in retail banking sector
.......ivCHAPTER! : INTRODUCTION.................................................11.1Rational of the study............................................MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITY(*NGUYỀN THỊ PHƯỢNG KHÁNHDETBMNW OF CM® 1BĐNA' STUDY IN VIETNAM O0MMERW BANK Luận văn thạc sĩ UEH determinants of customer satisfaction in retail banking sectorrch question.................................................31.5Scope and limit of the research...................................31.6Research methodology..............................................41.7The structure of the research.....................................4CHAPTER 2 : LITERATURE REVIE Luận văn thạc sĩ UEH determinants of customer satisfaction in retail banking sectorW...........................................62.1Vietnam retail banking sector.....................................62.2Customer satisfaction...........Luận văn thạc sĩ UEH determinants of customer satisfaction in retail banking sector
..................................92.2.1Expectation of customer.......................................92.2.2Definition of customer satisfaction.......MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITY(*NGUYỀN THỊ PHƯỢNG KHÁNHDETBMNW OF CM® 1BĐNA' STUDY IN VIETNAM O0MMERW BANK Luận văn thạc sĩ UEH determinants of customer satisfaction in retail banking sector.......112.3.1Customer service.............................................112.3.2Service characteristics......................................122.3.3Service quality definition...................................122.3.4Gap model of service quality.................................132.3.5Measuring serv Luận văn thạc sĩ UEH determinants of customer satisfaction in retail banking sectorice quality’...................................142.4Customer satisfaction and service quality- in banking sector.....162.4.1Customer satisfaction in bLuận văn thạc sĩ UEH determinants of customer satisfaction in retail banking sector
anking sector.......................162.4.2Service quality dimensions in banking sector.................16CHAPTER 3 : RESE ARCH DESIGN................MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITY(*NGUYỀN THỊ PHƯỢNG KHÁNHDETBMNW OF CM® 1BĐNA' STUDY IN VIETNAM O0MMERW BANK Luận văn thạc sĩ UEH determinants of customer satisfaction in retail banking sector...............203.1.2Initial hypotheses...........................................20MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITY(*NGUYỀN THỊ PHƯỢNG KHÁNHDETBMNW OF CM® 1BĐNA' STUDY IN VIETNAM O0MMERW BANKGọi ngay
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