Luận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet nam
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Luận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet nam
Luận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet nam
MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCTIIMINTI CITY— oOo —LÊ THỊ BÍCH ĐÀORELATIONSHIP BETWEENSERVICE QUALITY AND CUSTOMER SATI Luận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet namISFACTIONIN LIFE INSURANCE SERVICES IN VIET NAMMASTER OF BUSINESS ADMINISTRATIONHo Chi Minh City-2012MINISTRY OF EDI CATION AND TRAINING I’NIVERSITY OF ECONOMICS HOC HIMINH CITY... 0O0 —LÊ THỊ BÍCH ĐÀORELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION IN LIFE INSURANCE SERVICES IN VIET N Luận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet namAMMAJOR: BUSINESS ADMINISTRATIONMAJOR CODE: 60.34.05MASTER THESISSUPERVISOR : PROFESSOR PHẠM QI ỎC III NGHo c hi Minh City - 2012ACKNOWLEDGEMENTI woulLuận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet nam
d like to express my deepest gratitude to my research supervisor. Professor Pham Quoc Hung for his intensive support, valuable suggestions, guidance aMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCTIIMINTI CITY— oOo —LÊ THỊ BÍCH ĐÀORELATIONSHIP BETWEENSERVICE QUALITY AND CUSTOMER SATI Luận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet namon and Postgraduate Faculty, University of Econimics Ilochiminh City for their teaching and guidance during my MBA course.My sincere thanks is extended to Professor Nguyen Dinh Tho. Dr. Iran Ha Minh Quan. Dr. Nguyen Thi Nguyet Que. Dr. Nguyen Thi Mai Trang. Dr. Nguyen Van Ngai for their valuable tim Luận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet name as member of examination committee. 1 heir comments and suggestions were of great value for my study.I would also like to avail this opportunity toLuận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet nam
express my appreciation to Professor Nguyen Dong Phong, UEH Board of Directors for creating MBA program in English and Dr. Tran Ila Minh Quan for his MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCTIIMINTI CITY— oOo —LÊ THỊ BÍCH ĐÀORELATIONSHIP BETWEENSERVICE QUALITY AND CUSTOMER SATI Luận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet namouragement.I sincerely thank the management and staff of ALA Insurance. Prudential. Bao Viet. Dai-ichi life. Manulife, and ACE Life insurance for contributing to this study.Last but not least I must express my gratitude to my beloved parents, my husband Nguyen Ngoc Minh and daughter Minh Anil who ha Luận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet namve always sacrificed to encourage and support me during these years of study.iABSTRACTThe present study investigated the subject of service quality anLuận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet nam
d its relationship to customer satisfaction in the context of life insurance industry service. A study of 238 respondents from six leading life insuraMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCTIIMINTI CITY— oOo —LÊ THỊ BÍCH ĐÀORELATIONSHIP BETWEENSERVICE QUALITY AND CUSTOMER SATI Luận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet namlment consisting of assurance, personalized financial planning, competence, corporate image, tangibles and technology in life insurance. A paired “I” lest and the cross-tabulalion procedure were also carried out in this study to examine the relationship between service quality and customer satisfact Luận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet namion. The result from this paper confirmed that the two constructs are distinct, but are highly correlated, implying that an increase in one is likelyLuận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet nam
to lead TO an increase in another.Keywords: Service quality, customer satisfaction, confirmatory factor analysis, measurement. life insurance servicesMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCTIIMINTI CITY— oOo —LÊ THỊ BÍCH ĐÀORELATIONSHIP BETWEENSERVICE QUALITY AND CUSTOMER SATI Luận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet namTENTS ......................................iiiLIST OF FIGI RES.........................................ivLIST OF TABLES...........................................viCHAPTER 1: INTRODUCTION...................................11.1BACKGROUND..........................................11.2RESEARCH PROBLEMS Luận văn thạc sĩ UEH relationship between service quality and customer satisfaction in life insurance services in viet nam...................................3MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCTIIMINTI CITY— oOo —LÊ THỊ BÍCH ĐÀORELATIONSHIP BETWEENSERVICE QUALITY AND CUSTOMER SATIMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCTIIMINTI CITY— oOo —LÊ THỊ BÍCH ĐÀORELATIONSHIP BETWEENSERVICE QUALITY AND CUSTOMER SATIGọi ngay
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