Luận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sector
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Luận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sector
Luận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sector
UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BA Luận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sectorANKING SECTORMASTER OF BUSINESSHo Chi Minh City - Year 2014AbstractIn (his era of mature and intense competitive pressures, how to maintain current customers and attract new customers has become a critical problem for firms. It is especially true in banking sector, where going along with the open ma Luận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sectorrket policy, many internationals banks have come to operate. In this circumstance, increasing customer satisfaction has become an important strategy fLuận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sector
or many banks. Besides impact of the traditional factor is sen ice quality, there IS also the impact of sen ice convenience on customer satisfaction.PUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BA Luận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sectorrs. This study also considers the affect of each dimension of sen ice convenience on customer satisfaction.Method - Research data was collected from 201 letail banking customers. A five point Likert scale was used to measure five items of service convenience - which include decision convenience, acc Luận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sectoress convenience, transaction convenience, benefit convenience, post-benefit convenience: and customer satisfaction.Findings - The research indicates tLuận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sector
hat service convenience IS the most important factor that affect to customer satisfaction 111 banking field. Decision convenience, access convenience,UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BA Luận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sectorhave positive impact on customer satisfaction with different intensity. Post-benefit convenience has a strongest affect to customer satisfaction while decision convenience has a weakest affect in compare to others factors. These effects are also different between groups of customers.Research limitat Luận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sectorions - This study ignores the impact of other factors on customer satisfaction such as service quality, price ... Just a specific retail retail bankinLuận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sector
g customers are interviewed IS another limitation of the study.Practical implication - Each stage on consumption process can please customers differenUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BA Luận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sector...........................11.1Research background............................................................11.2Research pi obleriL............................................................21.3Research objective.............................................................41.1Research questions.. Luận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sector...........................................................51.5Research scope.................................................................51.6StruLuận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sector
cture of the thesis........................................................5CHAPTER 2 LITER ATURK REVIEW, HYPOTIIESES AND CONCI:pTUAL MODE1...........UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BA Luận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sector.................62.1.2Service convenience in banking industry....................................72.1.3Customer satisfaction......................................................82.1.4The relationship between service convenience and customer satisfaction.....82 2Research model and hypotheses....... Luận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sector..........................................102.2.1Service convenience construct.............................................102.2.2Research model......Luận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sector
......................................................13CHAPTER 3 RESEARCH METHODOLOGY........................................................153.1ResUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BA Luận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sector........163.2.1Measurement of service convenience.........................................173.2.2Measurement of customer satisfaction......................................18 Luận văn thạc sĩ service convenience and customer satisfaction in vietnamese banking sectorUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BAGọi ngay
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