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(LUẬN văn THẠC sĩ) c chain convenience store’s customer loyalty improvement

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Nội dung chi tiết: (LUẬN văn THẠC sĩ) c chain convenience store’s customer loyalty improvement

(LUẬN văn THẠC sĩ) c chain convenience store’s customer loyalty improvement

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternal oral School o/Buc nouVu Thuy Diem Chi ID: 22150005C CHAIN CONVENIENC

(LUẬN văn THẠC sĩ) c chain convenience store’s customer loyalty improvement CE STORE SCUSTOMER LOYALTYIMPROVEMENTMASTER OF BUSINESS ADMINISTRATIONHo Chi Minh City-Year 2018UNIVERSITY OF ECONOMICS HO CHI MINH CITY International

School of BusinessScfioct cif Rinirw^sVu Thuy Diem Chi ID: 22150005C CHAIN CONVENIENCE STORE’SCUSTOMER LOYALTYIMPROVEMENTMASTER OF BUSINESS ADMINISTR (LUẬN văn THẠC sĩ) c chain convenience store’s customer loyalty improvement

ATIONSUPERVISOR: DR. PHAM PHU QIĨOCHo Chi Minh City. Year 2018c CHAIN CONVENIENCE STORE’S CUSTOMER LOYALTY IMPROVEMENT 3Executive summaryNowadays. Vie

(LUẬN văn THẠC sĩ) c chain convenience store’s customer loyalty improvement

tnam becomes one of the most dynamic emerging countries in Asia, rhe development of Vietnam's economic creates the fierce competitive market for the d

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternal oral School o/Buc nouVu Thuy Diem Chi ID: 22150005C CHAIN CONVENIENC

(LUẬN văn THẠC sĩ) c chain convenience store’s customer loyalty improvement rminant for sustainable development of organization. After analyzing the annual reports and customer surveys, C chain of convenience store (in short,

it would be called C chain in this thesis) realized that the customer loyalty of c chain is very low compared to previous years and their competitors. (LUẬN văn THẠC sĩ) c chain convenience store’s customer loyalty improvement

It can be considered the threat for the sustainable development of c chain. From the analyzing of previous research's results, conducting qualitative

(LUẬN văn THẠC sĩ) c chain convenience store’s customer loyalty improvement

and quantitative research, the thesis found two main potential causes of c chain's low customer loyalty: the lack of cooperation between regional man

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternal oral School o/Buc nouVu Thuy Diem Chi ID: 22150005C CHAIN CONVENIENC

(LUẬN văn THẠC sĩ) c chain convenience store’s customer loyalty improvement ustomer service, finance, brand image and oriented development of the organization. Because of these serious consequences, the exploring of solution f

or these problems is necessary. The solutions are discussed in detail in the thesis along with some recommendations for the company to improve the coo (LUẬN văn THẠC sĩ) c chain convenience store’s customer loyalty improvement

peration between managers and the quality of training program at c chain. Besides that, the cost and benefits of these solutions are considered carefu

(LUẬN văn THẠC sĩ) c chain convenience store’s customer loyalty improvement

lly in this thesis in order to exploring the effective problem solving methods.c CHAIN CONVENIENCE STORE’S CUSTOMER LOYALTY IMPROVEMENT 4TABLE OF CONT

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternal oral School o/Buc nouVu Thuy Diem Chi ID: 22150005C CHAIN CONVENIENC

(LUẬN văn THẠC sĩ) c chain convenience store’s customer loyalty improvement ER 2: PROBLEMIDENTIFICATION102.1Symptoms102.1.1.The first symptom: Decreasing number of customer over the years102.1.2.The second symptom: The decreas

ing average monthly customers per store112.1.3.The third symptom: Decreasing customers who using membership card112.1.4.The fourth symptom: Increasing (LUẬN văn THẠC sĩ) c chain convenience store’s customer loyalty improvement

customer complaints122.1.5.The fifth symptom: Low Customer Loyalty Index132.1.6.The qualitative research about competitors* customer loyalty14

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternal oral School o/Buc nouVu Thuy Diem Chi ID: 22150005C CHAIN CONVENIENC

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessInternal oral School o/Buc nouVu Thuy Diem Chi ID: 22150005C CHAIN CONVENIENC

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