Luận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sector
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Luận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sector
Luận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sector
UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BA Luận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sectorANKING SECTORMASTER OF BUSINESSHo Chi Minh City - Year 2014B iiUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BANKING SECTORID:22120058Master of Business - MBl’S 3.2Supervisor: Assoc. Prof. Le Nguyen Luận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sectorHauHo Chi Minh City-Year 2014Abstract111 this era of mature and intense competitive pressures, how to maintain current customers and attract new custoLuận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sector
mers lias become a critical problem for firms. It is especially true in banking sector, where going along with the open marker policy, many internatioUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BA Luận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sectort of the traditional factor is sendee quality, there is also the impact of service convenience on customer satisfaction.Purpose The main purpose of this study is to examine the relationship between sendee convenience and customer satisfaction in Vietnamese banking sectors. This study also considers Luận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sectorthe affect of each dimension of service convenience on customer satisfaction.Method - Research data was collected from 201 retail banking customers. ALuận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sector
live point Likert scale was used to measure five Items of sen ice convenience - which include decision convenience, access convenience, transaction cUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BA Luận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sector most important factor that affect to customer satisfaction in banking field. Decision convenience, access convenience, performance convenience, and post- benefit convenience are four components of service convenience hl Vietnamese banking sector. All these components have positive impact on custome Luận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sectorr satisfaction with different intensity. Post-benefit convenience has a strongest affect to customer satisfaction while decision convenience has a weaLuận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sector
kest affect in compare to others factors, These effects arc also different between gr oups of customers.Research limitations This study ignores the imUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BA Luận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sectoranother limitation of the study.Practical implication - Each stage on consumption process can please customers differently. Banks should pay attention to them to design services and invest resources.iiCONTENTSCHAPTER 1 INTRODUCTION...............................................................11.1Re Luận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sectorsearch background..........................................................11.2Research problem.......................................................Luận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sector
......21.3Research objective...........................................................41.4Research questions.........................................UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BA Luận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sector..............................5CHAPTER 2 LITERATURE REVIEW. HYPOTHESES AND CONCEPTUAL MODEL.........................62.1Theoretical background.......................................................62.1.1Service convenience......................................................62.1.2Service convenienc Luận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sectore in banking industry-.................................72.1.3Customer satisfaction....................................................82.1.4The relatiLuận văn thạc sĩ UEH service convenience and customer satisfaction in vietnamese banking sector
onship between service convenience and customer satisfaction...82.2Research model and hypotheses...............................................102.2.1UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BAUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BAGọi ngay
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