LUẬN văn THẠC sĩ impact of public transport’s ticket service quality on customers’behavioral intention a case of bus rapid transit (BRT) line 1 (kim ma yen nghia) in hanoi city, vietnam
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LUẬN văn THẠC sĩ impact of public transport’s ticket service quality on customers’behavioral intention a case of bus rapid transit (BRT) line 1 (kim ma yen nghia) in hanoi city, vietnam
VIETNAM NATIONAL UNIVERSITYVIETNAM JAPAN UNIVERSITYNGUYEN HONG HANHIMPACT OF PUBLIC TRANSPORT’STICKET SERVICE QUALITY ON CUSTOMERS’ BEHAVIORAL INTENTI LUẬN văn THẠC sĩ impact of public transport’s ticket service quality on customers’behavioral intention a case of bus rapid transit (BRT) line 1 (kim ma yen nghia) in hanoi city, vietnamION: A CASE OF BUS RAPID TRANSIT (BRT) LINE 1 (KIM MA-YEN NGHIA)IN HANOI CITY, VIETNAMMASTER'S THESISBUSINESS ADMINISTRATIONHanoi, 2019VIETNAM NATIONAL UNIVERSITY VIETNAM JAPAN UNIVERSITYNGUYEN HONG HANHIMPACT OF PUBLIC TRANSPORT’STICKET SERVICE QUALITY ON CUSTOMERS’ BEHAVIORAL INTENTION: A CASE OF LUẬN văn THẠC sĩ impact of public transport’s ticket service quality on customers’behavioral intention a case of bus rapid transit (BRT) line 1 (kim ma yen nghia) in hanoi city, vietnamBUS RAPID TRANSIT (BRT) LINE 1 (KIM MA-YEN NGHIA)IN HANOI CITY, VIETNAMMAJOR: BUSINESS ADMINISTRATIONCODE: 60340102RESEARCH SUPERVISORS: DR. MAI ANH PLUẬN văn THẠC sĩ impact of public transport’s ticket service quality on customers’behavioral intention a case of bus rapid transit (BRT) line 1 (kim ma yen nghia) in hanoi city, vietnam
ROF. MOTONARI TANABUHanoi, 2019TABLE OF CONTENTSCHAPTER 1. INTRODUCTION...............................................11.1.Rationality................VIETNAM NATIONAL UNIVERSITYVIETNAM JAPAN UNIVERSITYNGUYEN HONG HANHIMPACT OF PUBLIC TRANSPORT’STICKET SERVICE QUALITY ON CUSTOMERS’ BEHAVIORAL INTENTI LUẬN văn THẠC sĩ impact of public transport’s ticket service quality on customers’behavioral intention a case of bus rapid transit (BRT) line 1 (kim ma yen nghia) in hanoi city, vietnam......................51.4.Subjects of research...........................................51.5.Scope of research..............................................6CHAPTER 2. LITERATURE REVIEW..........................................72.1.Service Quality................................................72. LUẬN văn THẠC sĩ impact of public transport’s ticket service quality on customers’behavioral intention a case of bus rapid transit (BRT) line 1 (kim ma yen nghia) in hanoi city, vietnam2.Customer Satisfaction.........................................112.3.Behavioral Intentions.........................................132.4.Sendee QualiLUẬN văn THẠC sĩ impact of public transport’s ticket service quality on customers’behavioral intention a case of bus rapid transit (BRT) line 1 (kim ma yen nghia) in hanoi city, vietnam
ty and Customer Satisfaction......................152.5.Sendee Quality and Behavioral Intentions......................172.6.Customer Satisfaction and VIETNAM NATIONAL UNIVERSITYVIETNAM JAPAN UNIVERSITYNGUYEN HONG HANHIMPACT OF PUBLIC TRANSPORT’STICKET SERVICE QUALITY ON CUSTOMERS’ BEHAVIORAL INTENTI LUẬN văn THẠC sĩ impact of public transport’s ticket service quality on customers’behavioral intention a case of bus rapid transit (BRT) line 1 (kim ma yen nghia) in hanoi city, vietnam.................................19CHAPTER 3. THEORETICAL FRAMEWORK. METHODOI.OGY.......................203.1.Theoretical framework.........................................20 LUẬN văn THẠC sĩ impact of public transport’s ticket service quality on customers’behavioral intention a case of bus rapid transit (BRT) line 1 (kim ma yen nghia) in hanoi city, vietnamVIETNAM NATIONAL UNIVERSITYVIETNAM JAPAN UNIVERSITYNGUYEN HONG HANHIMPACT OF PUBLIC TRANSPORT’STICKET SERVICE QUALITY ON CUSTOMERS’ BEHAVIORAL INTENTIGọi ngay
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