Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branch
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branch
Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branch
ĐẠI HỌC QUÓC GIA HÀ NỘI TRƯỜNG QUÀN TRỊ VÀ KINH DOANHNGUYỀN THỊ HỒNG LÊIMPROVING CUSTOMER SATISFACTION TOWARD RETAIL BANKING SERVICE QUALITY AT VIETCO Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branchOMBANK BAC HA NOI BRANCHNÂNG CAO Sự HÀI LÒNG CỦA KHÁCH HÀNG ĐÓI VỚI DỊCH VỤ NGÂN HÀNG BÁN LẺ TẠI CHI NHẢNH VIETCOMBANK BẤC HÀ NÔILUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANHHÀ NỘI - 2022DẠI HỌC QUỔC GIA HÀ NỘI TRƯỜNG QVẢN TRỊ VÀ KINH DOANHNGUYÊN Tin IIONG LÊIMPROVING CUSTOMER SATISFACTION TOWARD RETAIL BANK Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branchING SERVICE QUALITY AT VTETCOMBANK BAC HA NOT BRANCHNÂNG CAO Sự TĨÀĨ LÒNG CỦA KĨĨẢCTT HÀNG DÓT VỞĨ DỊCH VỤ NGÂN HÀNG BÁN LẼ TẠI CHI NHÁNH VIETCOMBANKImproving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branch
BẮC HÀ NỘIChuyên ngành: Quán trị kinh donnh Mà số: 8340101.01LUẬN VÀN THẠC sĩ QUÀN TRỊ KINH DOANHNGƯỜI Hl ÓNG DẤN KHOA HỌC’: TS. NGUYỀN XI ÂN HUYNHHÀ ĐẠI HỌC QUÓC GIA HÀ NỘI TRƯỜNG QUÀN TRỊ VÀ KINH DOANHNGUYỀN THỊ HỒNG LÊIMPROVING CUSTOMER SATISFACTION TOWARD RETAIL BANKING SERVICE QUALITY AT VIETCO Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branchperiod and it is not yet published in other's research and article.The other’s research result and documentation (extraction, table, figure, formula.and other document) used in the thesis arc cited properly and the permission (if required) is given.1 he author is responsible in front of the Thesis A Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branchssessment Committee. Hanoi School of Business and Management, and the laws for above-mentioned declaration.ACKNOWLEDGEMENTI have gained huge knowledgeImproving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branch
, skill and insights from my MBA course. The course raises my capacity of administration and management up to the next level. I am now very confident ĐẠI HỌC QUÓC GIA HÀ NỘI TRƯỜNG QUÀN TRỊ VÀ KINH DOANHNGUYỀN THỊ HỒNG LÊIMPROVING CUSTOMER SATISFACTION TOWARD RETAIL BANKING SERVICE QUALITY AT VIETCO Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branch like to express my great gratitude to my supervisor Nguyen Xuan Huynh for his useful comments, remarks and engagement during my process of doing this master’s thesis. 1 would also like to thank the leaders, colleagues and customers al Vietcombank - Bac Ila Noi Branch for supporting me throughout th Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branche research process.Sincere thanks arc extended to the Hanoi school business and management -Vietnam National University. Hanoi for equipping me with hImproving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branch
uge knowledge and skills through various interesting and practical subjects. I also would like to thanks my classmates for their friendship and reciprĐẠI HỌC QUÓC GIA HÀ NỘI TRƯỜNG QUÀN TRỊ VÀ KINH DOANHNGUYỀN THỊ HỒNG LÊIMPROVING CUSTOMER SATISFACTION TOWARD RETAIL BANKING SERVICE QUALITY AT VIETCO Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branchho always standby me during (he past two years and encourages me to keep moving from the beginning of my study.Improving customer satisfaction towards retail banking services at Vietcombank - Bac Ha Noi Branch1.Summary of the resultsCustomer satisfaction is the operating motto and a vital factor for Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branch every bank nowadays. Along with the increasingly fierce competition in the business environment, it becomes more and more necessary to learn about cuImproving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branch
stomer needs and the factors affecting customer satisfaction. Therefore, the research "Improving customer satisfaction towards retail banking servicesĐẠI HỌC QUÓC GIA HÀ NỘI TRƯỜNG QUÀN TRỊ VÀ KINH DOANHNGUYỀN THỊ HỒNG LÊIMPROVING CUSTOMER SATISFACTION TOWARD RETAIL BANKING SERVICE QUALITY AT VIETCO Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branch Bac Ila Noi Branch in particular.1 he study achieved the research objectives set al the beginning, rhe study also showed that the BANKSERV model and the theoretical model of factors affecting customer satisfaction were developed and applied in Europe, but could completely be applicable in Vietnam, Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branchspecifically at Vietcombank - Bac Ila Noi Branch.In the study, the results showed that the scales had high reliability and the exploratory factor analImproving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branch
ysis showed that all the factors included in the study satisfied the conditions to conduct the analysis. Through the regression model, all factors werĐẠI HỌC QUÓC GIA HÀ NỘI TRƯỜNG QUÀN TRỊ VÀ KINH DOANHNGUYỀN THỊ HỒNG LÊIMPROVING CUSTOMER SATISFACTION TOWARD RETAIL BANKING SERVICE QUALITY AT VIETCO Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branchVietcombank - Bae Ha Noi Branch was affected by rhe five factors: employee conduct, reliability, tangibles, service accessibility and responsiveness, in which the reliability factor had the greatest impact with the coefficient p - 0.403. In addition, the four factors: employee conduct, tangibles, se Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branchrvice accessibility and responsiveness also had a certain impact on customer satisfaction.2.Applicability ill practiceThe research results of the thesImproving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branch
is have the ability to apply in practical management activities at the branch because the obtained results were based on objective data and analysis, ĐẠI HỌC QUÓC GIA HÀ NỘI TRƯỜNG QUÀN TRỊ VÀ KINH DOANHNGUYỀN THỊ HỒNG LÊIMPROVING CUSTOMER SATISFACTION TOWARD RETAIL BANKING SERVICE QUALITY AT VIETCO Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branchl instead of the SERVPERF model like previous studies with the aiming to approach and study the sen ice quality in the retail banking sector, thereby proposing better solutions to help consolidate and improve customer satisfaction.Second, the study was conducted to evaluate customer satisfaction tow Improving customer satisfaction toward retail banking service quality at vietcombank bac ha noi branchards retail banking sen ices at Vietcombank - Bac Ila Noi Branch in the period 2018-2020. which was new in both research lime and space.ĐẠI HỌC QUÓC GIA HÀ NỘI TRƯỜNG QUÀN TRỊ VÀ KINH DOANHNGUYỀN THỊ HỒNG LÊIMPROVING CUSTOMER SATISFACTION TOWARD RETAIL BANKING SERVICE QUALITY AT VIETCOĐẠI HỌC QUÓC GIA HÀ NỘI TRƯỜNG QUÀN TRỊ VÀ KINH DOANHNGUYỀN THỊ HỒNG LÊIMPROVING CUSTOMER SATISFACTION TOWARD RETAIL BANKING SERVICE QUALITY AT VIETCOGọi ngay
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