(LUẬN văn THẠC sĩ) call center services and customer loyalty, a study in the vietnamese banking industry

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(LUẬN văn THẠC sĩ) call center services and customer loyalty, a study in the vietnamese banking industry

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Hong NhungCALL CENTER SERVICES AND CUSTOMER LOYALTY1 study in the I ietnan

(LUẬN văn THẠC sĩ) call center services and customer loyalty, a study in the vietnamese banking industry ntese banking industryMASTER OF BUSINESS (HONOURS)Ho Chi Minh City - Year 2015UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of Business

Le Hong Nhung( ALL ( ENTER SERVICES AND CUSTOMER LOYALTYA study in the Vietnamese banking industryID:22120061MASTER OF BUSINESS (HONOURS)SUPERVISORS: (LUẬN văn THẠC sĩ) call center services and customer loyalty, a study in the vietnamese banking industry

PROF. NGUYEN DONG PHONGDR. NGUYEN PHONG NGUYENHo Chi Minh City - Year 2015TABLE OF CONTENTSABSTRACT...................................................

(LUẬN văn THẠC sĩ) call center services and customer loyalty, a study in the vietnamese banking industry

..........................4CHAPTER 1: INTRODUCTION..............................................................5Ỉ.1Research background...............

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Hong NhungCALL CENTER SERVICES AND CUSTOMER LOYALTY1 study in the I ietnan

(LUẬN văn THẠC sĩ) call center services and customer loyalty, a study in the vietnamese banking industry jectives...........................................71.4Research scope and methodology..............................................81.5Thesis Structur

e............................................................9CHAPTER 2: LITERATURE REVIEW AND HYPOTHESIS DEVELOPMENT............................112.1 (LUẬN văn THẠC sĩ) call center services and customer loyalty, a study in the vietnamese banking industry

Theoretical foundation.......................................................112.1.1Definition of a call center.......................................

(LUẬN văn THẠC sĩ) call center services and customer loyalty, a study in the vietnamese banking industry

.......122.1.2Customer Loyalty.........................................................132.1.3Perceived Customer Orientation..........................

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Hong NhungCALL CENTER SERVICES AND CUSTOMER LOYALTY1 study in the I ietnan

(LUẬN văn THẠC sĩ) call center services and customer loyalty, a study in the vietnamese banking industry ...........................172.2Proposed research model and hypotheses.......................................20Figure 1: Conceptual model.............

........................................21CHAPTER 3 - RESEARCH METHODOLOGY...................................................23Figure 2: Research proc (LUẬN văn THẠC sĩ) call center services and customer loyalty, a study in the vietnamese banking industry

ess.....................................................243.1Measurement of constructs....................................................24

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Hong NhungCALL CENTER SERVICES AND CUSTOMER LOYALTY1 study in the I ietnan