Luận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city
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Luận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city
MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF EC ONOMIC S no cm MINH CITY -------------------//---DO CONG BIENTHE IMPACT OF BANK SERVICE QUALITY ON Luận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh cityNCUSTOMER LOYALTYA STUDY OF BANKS IN HO CHI MINH c I IYMASTER OF BUSINESS ADMINISTRATION THESISHo Chi Minh City-2011ItMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH CITY ----------------------//----DO C ONG BIENTHE IMPACT OF BANK SERVICE QUALITY ON CUSTOMER LOYALTYA STUDY OF Luận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh cityBANKS TN ITO CITI MINT! CITYMajor: Business AdministrationMajor Code : 60.34.05ALVSTER OF BUSINESS .ADMINISTRATION THESISSupervisor: PROF. DR. NGUYENLuận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city
DONG PHONGHo Chi Minh City-2011liitACKNOWLEDGEMENTFirst and foremost. I would like to thanks to my supervisor Prof. Dr. Nguyen Dong Phong for his guidMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF EC ONOMIC S no cm MINH CITY -------------------//---DO CONG BIENTHE IMPACT OF BANK SERVICE QUALITY ON Luận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city Tran Ha Minh Quan for his precious guidance, share of experience, and highly valuable suggestions for this research as well during the MBA course.I would like to especially express my thanks to Lecturer Mr. Dang Huu Phuc for his suppons and instructions in analyzing data of my thesis.Much appreciat Luận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh cityion goes to all lecturers at Faculty of Business Administration and Postgraduate Faculty. University of Economics Ho Chi Minh City for their expertiseLuận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city
in providing me continuous learning process that greatly enriched my knowledge.I would like to thank to all my classmates, my friends for then supporMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF EC ONOMIC S no cm MINH CITY -------------------//---DO CONG BIENTHE IMPACT OF BANK SERVICE QUALITY ON Luận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh cityce and never failed giving me continuous supports.ABSTRACTThe purpose of this research is to assess hank sen ice quality- in Vietnam based on perceptions and experiences of customers, to find the linkage between bank senice quality' attributes, customer satisfaction and customer loyalty in retail ba Luận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh citynking sector. This research sought to identify the most important attributes in banking settings, which may be used to review characteristics of the hLuận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city
anks as experienced by customers. In Vietnam, no study has yer investigated rhe above mentioned interrelationship; this research is to Jill this gap.BMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF EC ONOMIC S no cm MINH CITY -------------------//---DO CONG BIENTHE IMPACT OF BANK SERVICE QUALITY ON Luận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh cityngibles, service portfolio, and reliability') were used to find out the relationship among bank service quality, customer satisfaction, and customer loyalty. . ill the data were collected through questionnaires; rhe sample size of 246 retail banking customers was drawn from different hanks in Ho Chi Luận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city Minh City. Descriptive statistical approach, multiple linear regression, Anova were then used to describe and analyze these six dimensions and rake tLuận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city
hem into the involvement with customer satisfaction and loyally.The results show that four hank service quality attributes (effectiveness and assurancMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF EC ONOMIC S no cm MINH CITY -------------------//---DO CONG BIENTHE IMPACT OF BANK SERVICE QUALITY ON Luận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city. Access demonstrates the highest positive correlation with customer satisfaction while two remaining attributes (tangibles and reliability) are not positively related to customer satisfaction.This study was one of the first ones using BSO model to test bank service qualify in retail hanking section Luận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city in Vietnam. This study also suggests that HSQ (hank sen ice quality) is a suitable instrument for measuring the bank service quality in the VietnamesLuận văn thạc sĩ the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city
e context.Keywords: hank sen ice quality, customer satisfaction, customer loyally, effectiveness and assurance, access, price, tangibles, service portMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF EC ONOMIC S no cm MINH CITY -------------------//---DO CONG BIENTHE IMPACT OF BANK SERVICE QUALITY ONMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF EC ONOMIC S no cm MINH CITY -------------------//---DO CONG BIENTHE IMPACT OF BANK SERVICE QUALITY ONGọi ngay
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