Luận văn thạc sĩ UEH evaluating customer satisfaction after service recovery, a study on the retail banking sector in vietnam
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Luận văn thạc sĩ UEH evaluating customer satisfaction after service recovery, a study on the retail banking sector in vietnam
UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessPham Thi Hanh HuongEVALUATING CUSTOMER SATISFACTIONAFTER SERVICE RECOVERYA stu Luận văn thạc sĩ UEH evaluating customer satisfaction after service recovery, a study on the retail banking sector in vietnamudy on the retail banking sector in VietnamMASTER OF BUSINESS (Honours)Ho Chi Minh City - Year 2014https: //k hot h u vien .comUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessPham Thi Hanh HuongEVALUATING CUSTOMER SATISFACTIONAFTER SERVICE RECOVERYA study on the retail bankin Luận văn thạc sĩ UEH evaluating customer satisfaction after service recovery, a study on the retail banking sector in vietnamg sector in VietnamID: 22110024MASTER OF BUSINESS (Honours) SUPERVISOR: Dr. TRAN HA MINH QUANHo Chi Minh City - Year 2014Acknow lodgementThis thesis wLuận văn thạc sĩ UEH evaluating customer satisfaction after service recovery, a study on the retail banking sector in vietnam
as conducted during 8 months, from August 2013 to April 2014. Working on this thesis has also given me opportunities Io approach exciting knowledge.FiUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessPham Thi Hanh HuongEVALUATING CUSTOMER SATISFACTIONAFTER SERVICE RECOVERYA stu Luận văn thạc sĩ UEH evaluating customer satisfaction after service recovery, a study on the retail banking sector in vietnamthesis.Also, the great thanks are to my family and friends around me. who are always beside and give me useful advices during this study.Sincerely,Pham Thi llanli Huong1AbstractVietnam is one of emerging country with many potential to develop. With the population over 88 million (2012). Vietnam is p Luận văn thạc sĩ UEH evaluating customer satisfaction after service recovery, a study on the retail banking sector in vietnamotential market to invest especially for banking market. Nowadays, the number of the banks in Vietnam is increasing rapidly including the local and foLuận văn thạc sĩ UEH evaluating customer satisfaction after service recovery, a study on the retail banking sector in vietnam
reign banks: the competition for their existence becomes much more difficult than ever. Hence, this research is going to examine the way to evaluatingUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessPham Thi Hanh HuongEVALUATING CUSTOMER SATISFACTIONAFTER SERVICE RECOVERYA stu Luận văn thạc sĩ UEH evaluating customer satisfaction after service recovery, a study on the retail banking sector in vietnamlemented by a bank and can only be measured by maintenance of satisfied customer. This study reveals that perceived justice plays important role and has significant effect on emotions and customer satisfaction after service recovery. In addition, the reality of competition among the banks and how th Luận văn thạc sĩ UEH evaluating customer satisfaction after service recovery, a study on the retail banking sector in vietnamey exist in competitive market like Vietnam will be mentioned in this research. Conclusion was drawn and it is recommend based on the findings of theLuận văn thạc sĩ UEH evaluating customer satisfaction after service recovery, a study on the retail banking sector in vietnam
study that the banks in Vietnam should focus more on customers to satisfy them by improving service recovery.This study conducted a questionnaire survUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessPham Thi Hanh HuongEVALUATING CUSTOMER SATISFACTIONAFTER SERVICE RECOVERYA stu Luận văn thạc sĩ UEH evaluating customer satisfaction after service recovery, a study on the retail banking sector in vietnamservice recovery effects on customer satisfaction and the specific relationships between 2 constructs will be come up eventually.The study concludes that the improvement of perceived justice may increase post-recovery satisfaction, which ultimately retains valued customers and built loyalty in custo Luận văn thạc sĩ UEH evaluating customer satisfaction after service recovery, a study on the retail banking sector in vietnammers' perception in Vietnam retail banking industry.Key words: Service recovery, Perceived justice. Emotions, Post-recovery satisfaction. Retail bankiLuận văn thạc sĩ UEH evaluating customer satisfaction after service recovery, a study on the retail banking sector in vietnam
ng.2Table of ContentsAcknowledgement.................................................................1Abstract........................................UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessPham Thi Hanh HuongEVALUATING CUSTOMER SATISFACTIONAFTER SERVICE RECOVERYA stu Luận văn thạc sĩ UEH evaluating customer satisfaction after service recovery, a study on the retail banking sector in vietnam............................................6LIST OF TABLES..................................................................7Chapter 1.......................................................................9INTRODUCTION..................................................................91.1Research ba Luận văn thạc sĩ UEH evaluating customer satisfaction after service recovery, a study on the retail banking sector in vietnamckground....................................................9UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessPham Thi Hanh HuongEVALUATING CUSTOMER SATISFACTIONAFTER SERVICE RECOVERYA stuUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessPham Thi Hanh HuongEVALUATING CUSTOMER SATISFACTIONAFTER SERVICE RECOVERYA stuGọi ngay
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