LUẬN văn THẠC sĩ improve customer service quality the case of techcombank card service
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: LUẬN văn THẠC sĩ improve customer service quality the case of techcombank card service
LUẬN văn THẠC sĩ improve customer service quality the case of techcombank card service
Vietnam national university, HANOI school of businessPhạm Thị HưongIMPROVE CUSTOMER SERVICE QUALITY THE CASE OF TECHCOMBANK CARD SERVICEMajor: Busines LUẬN văn THẠC sĩ improve customer service quality the case of techcombank card servicess AdministrationCode: 60 34 05Master of business administration thesisSupervisors:Dr. Tran Đoan KimHanoi - 2010TABLE OF CONTENTSACKNOWLEDGEMENTS..................................................iABSTRACT.........................................................iiTÓM TÁT.............................. LUẬN văn THẠC sĩ improve customer service quality the case of techcombank card service............................ivTABLE OF CONTENTS................................................viLIST OF TABLES.......................................LUẬN văn THẠC sĩ improve customer service quality the case of techcombank card service
............ixLIST OF FIGI RES.................................................xiINTRODUCTION......................................................1C Vietnam national university, HANOI school of businessPhạm Thị HưongIMPROVE CUSTOMER SERVICE QUALITY THE CASE OF TECHCOMBANK CARD SERVICEMajor: Busines LUẬN văn THẠC sĩ improve customer service quality the case of techcombank card serviceing mix.....................................41.1.2Sen ice marketing mix in banks............................61.2Customer satisfaction....................................111.2.1Definition...............................................111.2.2What determines customer satisfaction?...................121 LUẬN văn THẠC sĩ improve customer service quality the case of techcombank card service.3 Senice quality and GAP model.................................13CHAPTER 2: TECHCOMBANK CASE STUDY................................252.1Status of TechLUẬN văn THẠC sĩ improve customer service quality the case of techcombank card service
combank and introduction of its card service.252.1.1Techcombank Personal cards and card sen ices.............252.1.1.1Prospects of card in Vietnam marVietnam national university, HANOI school of businessPhạm Thị HưongIMPROVE CUSTOMER SERVICE QUALITY THE CASE OF TECHCOMBANK CARD SERVICEMajor: Busines LUẬN văn THẠC sĩ improve customer service quality the case of techcombank card service..272.1.2Card issuing, using and payment Processes and activities.302.2A review of Techcombank's previous survey on card service: Customersatisfaction on card services..................................312.2.1Survey objectives........................................312.2.2Sizes and methods:.......... LUẬN văn THẠC sĩ improve customer service quality the case of techcombank card service.............................322.2.2.1Attendees and effective zone:..........................32Vietnam national university, HANOI school of businessPhạm Thị HưongIMPROVE CUSTOMER SERVICE QUALITY THE CASE OF TECHCOMBANK CARD SERVICEMajor: BusinesVietnam national university, HANOI school of businessPhạm Thị HưongIMPROVE CUSTOMER SERVICE QUALITY THE CASE OF TECHCOMBANK CARD SERVICEMajor: BusinesGọi ngay
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