(LUẬN văn THẠC sĩ) assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: (LUẬN văn THẠC sĩ) assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks
(LUẬN văn THẠC sĩ) assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks
UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternationa] School of BusinessNguyen Thi Quynh TrangASSESSING THE SERVICE QUALITY AM) CUSTOMER SATISFACTION (LUẬN văn THẠC sĩ) assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks IN RETAIL BANKING SECTOR FROM CUSTOMERS PERSPECTIVE: A COMPARISON BETWEEN STATE-OWNED COMMERCIAL BANKS AND JOINT-STOCK COMMERCIAL BANKS IN HOCHIMINH CITYMASTER OF BUSINESS (Honours)Ho Chi Minh City - Year 2014UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Thỉ Quynh T (LUẬN văn THẠC sĩ) assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks rangASSESSING THE SERVICE QUALITY AND CUSTOMER SATISFACTION IN RETAIL BANKING SECTOR FROM CUSTOMERS PERSPECTIVE: A COMPARISON BETWEENSTATE-OWNED COMME(LUẬN văn THẠC sĩ) assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks
RCIAL BANKS AND JOINT-STOCK COMMERCIAL BANKS IN HOCHIMINH CITYID:22110068MASTER OF BUSINESS (Honours)SUPERVISOR: Dr. DINH CONG KHAIHo Chi Minh City-YeUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternationa] School of BusinessNguyen Thi Quynh TrangASSESSING THE SERVICE QUALITY AM) CUSTOMER SATISFACTION (LUẬN văn THẠC sĩ) assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks anks to TSB-UF.H staff that have facilitated my thesis.Moreover. Ĩ also want to send my thanks to my friends who supported me in discussing initial questionnaire and respond to my survey.Finally, it would be impossible to say enough about my dear parents and my brother lor all of their understanding (LUẬN văn THẠC sĩ) assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks . encouragement, and advice which helped me to complete this research in time.Nguyen Thi Ọuynh TrangABSTRACTThere are many studies recognized that sen(LUẬN văn THẠC sĩ) assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks
dee quality has a strong correlation with customer satisfaction. This research aims to assess and compare the sen ice quality between two types of comUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternationa] School of BusinessNguyen Thi Quynh TrangASSESSING THE SERVICE QUALITY AM) CUSTOMER SATISFACTION (LUẬN văn THẠC sĩ) assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks tals, customers, profitability; but many researches showed that the joint-stock banks have higher levels of service quality perceived by the customers.Based on the BSQ scale developed by Bahia and Nantel (2000) which included six dimensions of senice quality. Sliney questionnaires were issued to cap (LUẬN văn THẠC sĩ) assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ture the customers' perspective about how they satisfy with sen ice offered by these two types of banks.The result shows that there are significant di(LUẬN văn THẠC sĩ) assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks
fferences between two types of banks in term of customer satisfaction and the degree of important attached to various dimensions of sen ice quality. TUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternationa] School of BusinessNguyen Thi Quynh TrangASSESSING THE SERVICE QUALITY AM) CUSTOMER SATISFACTION (LUẬN văn THẠC sĩ) assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks nize their weakness in management system, and HR strategies.Key words: sendee quality, customer satisfaction, retail banking sendee.TABLE OF CONTENTSCHAPTER 1: INTRODUCTION1.1Research background and problem statement.............................11.2Research question.................................. (LUẬN văn THẠC sĩ) assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ...................41.3Research scope and significant of the study...........................41.4Methodology..........................................(LUẬN văn THẠC sĩ) assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks
.................51.5Structure of the research.............................................6CHAPTER 2: LITERATURE REVIEW..............................UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternationa] School of BusinessNguyen Thi Quynh TrangASSESSING THE SERVICE QUALITY AM) CUSTOMER SATISFACTION UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternationa] School of BusinessNguyen Thi Quynh TrangASSESSING THE SERVICE QUALITY AM) CUSTOMER SATISFACTIONGọi ngay
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