Customer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv)
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Customer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv)
Customer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv)
ĐẠI HỌC QUÓC GIA HÀ NỘI TRƯỜNG QUÀN TRỊ VÃ KINH DOANHDƯƠNG MINH HẢNGCUSTOMER SATISFACTION OF ATM CARD SERVICE AT JOINT STOCK COMMERCIAL BANK FOR INVES Customer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv)STMENT AND DEVELOPMENT OF VIETNAM (BIDV)NGHIÊN cứu Sự HÀI LÒNG CỦA KHÁCH HÀNG ĐÓI VỚI DỊCH VỤ THẺ GHI NỌ NỘI ĐỊA (ATM) TẠI NGÂN HÀNGTMCP ĐÀU Tư VÀ PHÁT TRIẺN VIẸT NAMLUẬN VĂN THẠC Sỉ QUẢN TRỊ KINH DOANHHÀ NỌI - 2022ĐẠI HỌC ọuoc GIA IIÀ NỌI TRƯỞNG Ql ẤN TRỊ VÀ KINH DOANHDƯƠNG MINH HẢNGCUSTOMER SATISF Customer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv)ACTION OF ATM CARD SERVICE AT JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAM (BIDV)NGHIÊN CỨU Sự HÀI LÒNG CỦA KHÁCH HÀNG ĐỎI VỚCustomer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv)
I DỊCH VỤ THẺ GHI NỢ NỌI DỊA (ATM) TẠI NGÂN HÀNGTMCP ĐẦU Tư VÀ PHÁT TRIẺN VIỆT NAMChuyên ngành: Ọiiỉín trị kinh doanh Mã số: 8340101.01LUẬN VÃN THẠC SĐẠI HỌC QUÓC GIA HÀ NỘI TRƯỜNG QUÀN TRỊ VÃ KINH DOANHDƯƠNG MINH HẢNGCUSTOMER SATISFACTION OF ATM CARD SERVICE AT JOINT STOCK COMMERCIAL BANK FOR INVES Customer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv)s of the author's own research, obtained during the study and research period and have not been published in any other publications.The results of research and other people's research (figures, tables, formulas, graphs and others) mentioned in this thesis have been quotes and agreed by the authors.I Customer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv) am responsible to Thesis Defense Council. Faculty of Business and Administration and the law for the above commitments.Hanoi. 20 November 2021ACKNOWLCustomer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv)
EDGEMENTTo complete the Master in Business Administration in English program and this dissertation I would like to send sincere thanks to:Lecturers frĐẠI HỌC QUÓC GIA HÀ NỘI TRƯỜNG QUÀN TRỊ VÃ KINH DOANHDƯƠNG MINH HẢNGCUSTOMER SATISFACTION OF ATM CARD SERVICE AT JOINT STOCK COMMERCIAL BANK FOR INVES Customer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv)having guided the method of scientific research and content of the research.My colleagues at JSC Bank for Investment and Development of Vietnam -1 lai Ba Trung Branch (BIDV Hai Ba Trung) in specific and in BIDV in general for supporting me in completing the survey sample and accomplishing the survey Customer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv) on time, giving advice when running reports.Finally. I would like to thank the students of the MBA 15 who shared with me the knowledge and experienceCustomer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv)
in studying and implementing the topic.In the process of making this survey, despite all efforts to improve the thesis, exchange and absorb the knowlĐẠI HỌC QUÓC GIA HÀ NỘI TRƯỜNG QUÀN TRỊ VÃ KINH DOANHDƯƠNG MINH HẢNGCUSTOMER SATISFACTION OF ATM CARD SERVICE AT JOINT STOCK COMMERCIAL BANK FOR INVES Customer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv)om all the readers.Thank you!EXECUTIVE SUMMARYThis research proposes a model of research through the calibration of the SERVQƯAL scale (Parasuraman et al.. 1988) and uses the SERVPERF model (Cronin. Jr & Taylor. 1992) to study the relationship among the factors that measure the quality of ATM card s Customer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv)ervices with customer satisfaction through proposing model of measuring the quality of ATM card sen ices with 6 factors and 30 variables.With the resuCustomer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv)
lts of the empirical study at the BIDV, the article also tests and calibrates the research model through: Cronbach's Alpha Reliability Factor. ExploraĐẠI HỌC QUÓC GIA HÀ NỘI TRƯỜNG QUÀN TRỊ VÃ KINH DOANHDƯƠNG MINH HẢNGCUSTOMER SATISFACTION OF ATM CARD SERVICE AT JOINT STOCK COMMERCIAL BANK FOR INVES Customer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv)of BIDV using a convenient method to build the measurement scale via SPSS and AMOS data analysis software.The results of this study show that customer satisfaction using BIDV ATM card in calibration model is influenced by 2 factors with the order and importance as follows: 1 - Assurance and 2 - Perc Customer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv)eptive Price which has a strong impact on customer satisfaction. Through this, the author offers a number of solutions to improve the level of satisfaCustomer satisfaction of atm card service at joint stock commercial bank for investment and development of vietnam (bidv)
ction of customers using BIDV ATM card services as well as the quality of sen ices of BIDV in generalFinally, the author presents the research implicaĐẠI HỌC QUÓC GIA HÀ NỘI TRƯỜNG QUÀN TRỊ VÃ KINH DOANHDƯƠNG MINH HẢNGCUSTOMER SATISFACTION OF ATM CARD SERVICE AT JOINT STOCK COMMERCIAL BANK FOR INVESĐẠI HỌC QUÓC GIA HÀ NỘI TRƯỜNG QUÀN TRỊ VÃ KINH DOANHDƯƠNG MINH HẢNGCUSTOMER SATISFACTION OF ATM CARD SERVICE AT JOINT STOCK COMMERCIAL BANK FOR INVESGọi ngay
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