(LUẬN văn THẠC sĩ) customer satisfaction assessment on vietnambanks card service quality
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: (LUẬN văn THẠC sĩ) customer satisfaction assessment on vietnambanks card service quality
(LUẬN văn THẠC sĩ) customer satisfaction assessment on vietnambanks card service quality
VIETNAM NATIONAL UNIVERSITY, HA NOISCHOOL OF BUSINESS1)0 Till THEM NGOCCUSTOMER SATISFACTION ASSESSMENTON VTETTNBANK’S CARD SERVICE QUALITYMajor: Busi (LUẬN văn THẠC sĩ) customer satisfaction assessment on vietnambanks card service qualityiness AdministrationCode : 60 34 05Master of business administration thesisSupervisor: vu ANII DUNG, Phi).HA NGUYEN. MBA.Hà Nội 11/2011TABLE OF CONTENTSACKOWLEDGEMENT................................................iLIST OF TABLES..............................................viiLIST OF FIGURES....... (LUẬN văn THẠC sĩ) customer satisfaction assessment on vietnambanks card service quality.....................................viiiINTRODUCTION..................................................1CHAPTER 1 - CONCEPTUAL FRAMEWORK..............(LUẬN văn THẠC sĩ) customer satisfaction assessment on vietnambanks card service quality
................51.1.Service quality........................................51.1.1.Service definition.................................51.1.2.Quality dVIETNAM NATIONAL UNIVERSITY, HA NOISCHOOL OF BUSINESS1)0 Till THEM NGOCCUSTOMER SATISFACTION ASSESSMENTON VTETTNBANK’S CARD SERVICE QUALITYMajor: Busi (LUẬN văn THẠC sĩ) customer satisfaction assessment on vietnambanks card service quality.......111.2.Measurement of service quality........................121.2.1.Review of multi- attribute concept................121.2.2.Review of Nordic Model............................131.2.3.Review of Servqual model..........................141.2.4.Review of Servperf model..........................1 (LUẬN văn THẠC sĩ) customer satisfaction assessment on vietnambanks card service quality71.2.5.Review of Kano model..............................191.3.Suggested model.......................................231.4.Previous research..........(LUẬN văn THẠC sĩ) customer satisfaction assessment on vietnambanks card service quality
...........................241.4.1.Previous research outside Vietnam.................241.4.2.Previous research in Vietnam......................29CHAPTVIETNAM NATIONAL UNIVERSITY, HA NOISCHOOL OF BUSINESS1)0 Till THEM NGOCCUSTOMER SATISFACTION ASSESSMENTON VTETTNBANK’S CARD SERVICE QUALITYMajor: Busi (LUẬN văn THẠC sĩ) customer satisfaction assessment on vietnambanks card service quality.............................312.1.1.Research design.....................................31VVIETNAM NATIONAL UNIVERSITY, HA NOISCHOOL OF BUSINESS1)0 Till THEM NGOCCUSTOMER SATISFACTION ASSESSMENTON VTETTNBANK’S CARD SERVICE QUALITYMajor: BusiGọi ngay
Chat zalo
Facebook