Luận văn thạc sĩ UEH determinants of customer satisfaction on mortgate service, a case study of anz bank vietnam limited
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Luận văn thạc sĩ UEH determinants of customer satisfaction on mortgate service, a case study of anz bank vietnam limited
MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITYPHUNG NGUYEN THUC KHUEDETERMINANTS OF CUSTOMER SATISFACTIONON MORTGAGE SERVI Luận văn thạc sĩ UEH determinants of customer satisfaction on mortgate service, a case study of anz bank vietnam limitedICE:A CASE STUDY OF ANZ BANK VIETNAM LIMITEDMASTER THESISHo Chi Minh City- 2010 K>*G8MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITYPhung Nguyen Thue KhueDETERMINANTS OF CUSTOMER SATISFACTIONON MORTGAGE SERVICE:A CASE STUDY OF ANZ BANK VIETNAM LIMITEDMASTER THESISInFinance Luận văn thạc sĩ UEH determinants of customer satisfaction on mortgate service, a case study of anz bank vietnam limited- Banking OlogyCode: 60.3 L12SupervisorAssoc. Prof. Dr. Nguyễn Minh KiềuHo Chi Minh City- 2010ACKNOWLEDGEMENTFirst of all. I would like to express myLuận văn thạc sĩ UEH determinants of customer satisfaction on mortgate service, a case study of anz bank vietnam limited
deepest gratitude and sincerest thanks to Dr. Nguyen Minh Kieu. my thesis tutor, for his valuable and patient guidance, advice and support during my rMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITYPHUNG NGUYEN THUC KHUEDETERMINANTS OF CUSTOMER SATISFACTIONON MORTGAGE SERVI Luận văn thạc sĩ UEH determinants of customer satisfaction on mortgate service, a case study of anz bank vietnam limited experience to help me complete this research successfully.I also express my sincere thanks to my old colleagues al ANZ Bank Vietnam Limited and all the respondents who helped me to build the qualitative research and complete the survey.Personally. 1 am deeply indebted my parents who always expect a Luận văn thạc sĩ UEH determinants of customer satisfaction on mortgate service, a case study of anz bank vietnam limitednd encourage me much during the last three years. I could not make it without them.Ho Chi Minh City. December 2010Phung Nguyen Thue KhueABSTRACTRecentLuận văn thạc sĩ UEH determinants of customer satisfaction on mortgate service, a case study of anz bank vietnam limited
ly banking industry has become severely competitive environment than ever before. When the banking products are easy to imitate, then the senice qualiMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITYPHUNG NGUYEN THUC KHUEDETERMINANTS OF CUSTOMER SATISFACTIONON MORTGAGE SERVI Luận văn thạc sĩ UEH determinants of customer satisfaction on mortgate service, a case study of anz bank vietnam limitedction on mortgage lending service which occupies a large portion in retail lending market. ANZ Bank Vietnam Limit was chosen for a case study in consideration of their strong foothold in retail lending market after seventeen years of officially operating in Vietnam. This research attempted to figure Luận văn thạc sĩ UEH determinants of customer satisfaction on mortgate service, a case study of anz bank vietnam limited out the most important factor influenced mortgage customer satisfaction. Based on that, the research findings provided meaningful recommendations andLuận văn thạc sĩ UEH determinants of customer satisfaction on mortgate service, a case study of anz bank vietnam limited
managerial implications for ANZ Bank Vietnam Limited’s management board.Sample of 150 respondents was selected, it was executed mostly in email and tMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITYPHUNG NGUYEN THUC KHUEDETERMINANTS OF CUSTOMER SATISFACTIONON MORTGAGE SERVI Luận văn thạc sĩ UEH determinants of customer satisfaction on mortgate service, a case study of anz bank vietnam limitedbach’s Alpha, multiple linear regression.The result addressed that the key satisfactions of mortgage customers at ANZ Bank Vietnam Limited were Core Dimension, Relational Dimension. Price. Tangible Dimension and Customer Expertise respectively.Managerial implications for management board of ANZ Bank Luận văn thạc sĩ UEH determinants of customer satisfaction on mortgate service, a case study of anz bank vietnam limited Vietnam Limited were provided. Subsequently, limitations of the research were discussed for future studies in related field.TABLE OF CONTENTSACKNOWLELuận văn thạc sĩ UEH determinants of customer satisfaction on mortgate service, a case study of anz bank vietnam limited
DGEMENTS....................................ABSTRACT............................................TABLE OF CONTENTS...................................LIMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITYPHUNG NGUYEN THUC KHUEDETERMINANTS OF CUSTOMER SATISFACTIONON MORTGAGE SERVI Luận văn thạc sĩ UEH determinants of customer satisfaction on mortgate service, a case study of anz bank vietnam limited....CHAPTER 1: INTRODUCTION...........................IMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS- HOCHIMINH CITYPHUNG NGUYEN THUC KHUEDETERMINANTS OF CUSTOMER SATISFACTIONON MORTGAGE SERVIGọi ngay
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