Microsoft word luan van lan anh 13072022(fixed)
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Microsoft word luan van lan anh 13072022(fixed)
BỘ GIÁO DỤC VÀ ĐÀO TẠONGÂN HÀNG NHÀ Nựớc VIỆT NAMTRƯỜNG ĐẠI HỌC NGÂN HÀNG THÀNH PHÓ HÒ CHÍ MINHLƯƠNG LAN ANHTHE EFFECTS OF RECOVERY SERVICE ON CUSTOME Microsoft word luan van lan anh 13072022(fixed)ER SATISFACTION LEADING TO SWITCH INTENTION AND WORD-OF-MOUTH ABOUT VIET JET AIRLUẬN VĂN THẠC sĩThành phố Hồ Chí Minh - Năm 2022Bộ GIÁỌ DỤC VÀ ĐÀO TẠONGÂN HÀNG NHÀ NƯỚC VIỆT NAMTRƯỜNG DẠI HỌC NGẦN HÀNG THÀNH PHÓ HÒ CHÍ MINHLƯƠNG LAN ANHTHE EFFEC TS OF RECOVERY SERVICE ON CUSTOMER SATISFACTION LEADIN Microsoft word luan van lan anh 13072022(fixed)G TO SWITCH INTENTION AND WORD-OF-MOUTH ABOUT VIETJET AIRChuyên ngành: QUẢN TRỊ KINH DOANH Mã số: 8 34 01 01LUẬN ÁN VĂN THẠC sĩNGƯỜI HƯỚNG DẦN KHOA HỌMicrosoft word luan van lan anh 13072022(fixed)
C:Tiến sĩ Trằn Văn Đạ(iDECLARATIONI declare that the thesis "The effects of recovery service Oil customer satisfaction leading to switch intention andBỘ GIÁO DỤC VÀ ĐÀO TẠONGÂN HÀNG NHÀ Nựớc VIỆT NAMTRƯỜNG ĐẠI HỌC NGÂN HÀNG THÀNH PHÓ HÒ CHÍ MINHLƯƠNG LAN ANHTHE EFFECTS OF RECOVERY SERVICE ON CUSTOME Microsoft word luan van lan anh 13072022(fixed)the survey data and the results of the thesis are honest and not yet published in any research work before.iiACKNOWLEDGEDuring my thesis time, I got loads of backings and supportive gestures from numerous people. This thesis would not have been accomplished without those valuable input, support, cou Microsoft word luan van lan anh 13072022(fixed)nsel, and advice.First and foremost. I would like to express my deepest thanks to my instructor - Phd.Tran Van Dat - lecturer at Banking University ofMicrosoft word luan van lan anh 13072022(fixed)
Ho Chi Minh City - for his believable and unreserved help, valuable advices and recommendation. Thank for his effort and wide knowledge to make my toBỘ GIÁO DỤC VÀ ĐÀO TẠONGÂN HÀNG NHÀ Nựớc VIỆT NAMTRƯỜNG ĐẠI HỌC NGÂN HÀNG THÀNH PHÓ HÒ CHÍ MINHLƯƠNG LAN ANHTHE EFFECTS OF RECOVERY SERVICE ON CUSTOME Microsoft word luan van lan anh 13072022(fixed) like to express my sincere appreciation to the professors and lecturers for their guidance during my academic years at the University of Banking. The knowledge and skills that I have learned, have assisted me in the completing of this thesis.Last but not least, honestly the most supported ones are Microsoft word luan van lan anh 13072022(fixed)my family. Words fail me to express my thankfulness for my parents for their endless love. To all the above, and so many more. I just simply want to sMicrosoft word luan van lan anh 13072022(fixed)
ay again “Thank you for all your encouragement, support, and love”.iiiABSTRACT1.TitleThe effects of recovery service on customer satisfaction leading BỘ GIÁO DỤC VÀ ĐÀO TẠONGÂN HÀNG NHÀ Nựớc VIỆT NAMTRƯỜNG ĐẠI HỌC NGÂN HÀNG THÀNH PHÓ HÒ CHÍ MINHLƯƠNG LAN ANHTHE EFFECTS OF RECOVERY SERVICE ON CUSTOME Microsoft word luan van lan anh 13072022(fixed)ering from them is a difficulty that many airlines face. If service faults are not resolved swiftly, revenue and customers may be lost. With low-cost airlines like Viet.ĩet Air. service errors often occur, but it is not focused on recovering. Therefore, this study has taken the context of the aviati Microsoft word luan van lan anh 13072022(fixed)on industry’ in Vietnam, specifically VietJet Air.This study aims to understand the influence of key sen ice recovery strategies including offering apMicrosoft word luan van lan anh 13072022(fixed)
ology and compensation on customer satisfaction. From there, find out the relationship between customer satisfaction and intention to switch and WOM aBỘ GIÁO DỤC VÀ ĐÀO TẠONGÂN HÀNG NHÀ Nựớc VIỆT NAMTRƯỜNG ĐẠI HỌC NGÂN HÀNG THÀNH PHÓ HÒ CHÍ MINHLƯƠNG LAN ANHTHE EFFECTS OF RECOVERY SERVICE ON CUSTOME Microsoft word luan van lan anh 13072022(fixed)ho have ever faced any service failure such as flight delay, flight cancellation, lost baggage, and some other problems. Research results supported all the proposed theories in this article. In particular, the senice recovery campaign including apology and compensation affects customer satisfaction, Microsoft word luan van lan anh 13072022(fixed) which is an important contribution in practical application. Customers who are hurt and generate negative feelings when experiencing senice failures,Microsoft word luan van lan anh 13072022(fixed)
they will need sincere apologies and adequate compensation. In addition, the positive influence of customer satisfaction on conversion intention was BỘ GIÁO DỤC VÀ ĐÀO TẠONGÂN HÀNG NHÀ Nựớc VIỆT NAMTRƯỜNG ĐẠI HỌC NGÂN HÀNG THÀNH PHÓ HÒ CHÍ MINHLƯƠNG LAN ANHTHE EFFECTS OF RECOVERY SERVICE ON CUSTOME Microsoft word luan van lan anh 13072022(fixed)ve word of mouth about the airline will also increase. Nevertheless, this research also had some limitation, which was highlighted in the body research.3.KeywordsSen ice recovery, customer satisfaction, switching intention. WOM. VietJet Air. Microsoft word luan van lan anh 13072022(fixed)BỘ GIÁO DỤC VÀ ĐÀO TẠONGÂN HÀNG NHÀ Nựớc VIỆT NAMTRƯỜNG ĐẠI HỌC NGÂN HÀNG THÀNH PHÓ HÒ CHÍ MINHLƯƠNG LAN ANHTHE EFFECTS OF RECOVERY SERVICE ON CUSTOMEGọi ngay
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