(LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: (LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry
(LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry
UNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSTRINH KIM HOACustomer Satisfaction and CustomerLoyalty in Vietnamese Mobile Te (LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry elecommunication IndustryMASTER OF BUSINESS (Honours)Supervisor: LUU TRONG TUAN, Ph.DACKNOWLEDGEMENTFirstly, 1 would like Io express the deepest gratitude lo my research supervisor. Dr. Luu Trong Tuan, for his extensive support, suggestions and guidance during the time of doing master thesis.Secondl (LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry y. 1 w ould like lo show my appreciation and gratefulness to Professor Nguyen Dong Phong. Professor Nguyen Dinh Tho and Dr. Tran Ha Minh Quan for thei(LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry
r dedication and valuable limes as the members of proposal and draft thesis examination committee. Their comments and recommendations are greatly helpUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSTRINH KIM HOACustomer Satisfaction and CustomerLoyalty in Vietnamese Mobile Te (LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry course at International School of Busincss-University of Economics HCM city'.Lastly'. I am so grateful to my MBA classmates, friends and colleagues for their significant contribution and support to the success of this thesis.iABSTRACTThis study was aimed at investigating three factors (service qual (LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry ity, brand image and price perception) and assessed the degree of the impact of each factor on customer satisfaction, especially the relationship betw(LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry
een customer satisfaction and customer loyalty in Vietnamese mobile telecom sector where there have been the existence of the fierce competition, matuUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSTRINH KIM HOACustomer Satisfaction and CustomerLoyalty in Vietnamese Mobile Te (LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry erview) was used to modify the draft questionnaires on the purpose of removing the ambiguity and enhance the clarity before they was officially launched in the main research. Then, the quantitative research was conducted to gather the data for analysis. The data was analyzed by three methods, namely (LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry . Cionbach's Alpha analysis. Exploratory Factoi .Analysis and Standard Multiple Regression.The results indicated that each factor (sen ice quality, br(LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry
and image, price perception) has a positive impact on customer satisfaction at the different level as well as a significantly positive relationship beUNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSTRINH KIM HOACustomer Satisfaction and CustomerLoyalty in Vietnamese Mobile Te (LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry ndings and evidence in the extant literature. The study provides the important feedback from customers to mobile telecom suppliers. The findings are expected to be marketing insights for Vietnamese mobile telecom managers so that they can develop the sound marketing strategies 111 today's competitiv (LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry e and costly market.Key words: service quality; brand image; price perception: customer satisfaction; customer loyalty; mobile telecommunication indus(LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry
try.TABLE OF CONTENTSACKNOWLEDGEMENT....................................................1ABSTRACT.....................................................UNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSTRINH KIM HOACustomer Satisfaction and CustomerLoyalty in Vietnamese Mobile Te (LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry 1: INTRODUCTION............................................71.1Research background........................................71.2Research problems..........................................81.3Research objectives........................................91.4Research methodology and scopes................ (LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry ...........101.5Structure of research.....................................11CHAPTER 2: LITERATURE REVIEW......................................132.1.Ov(LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry
erview of mobile telecommunication industry in Vietnam.132.2.Customer loyalty.........................................142.3.Customer satisfaction and UNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSTRINH KIM HOACustomer Satisfaction and CustomerLoyalty in Vietnamese Mobile Te (LUẬN văn THẠC sĩ) customer satistaction and customer loyalty in vietnamese mobile telecommunication industry .......19UNIVERSITY OF ECONOMICS HO CHI MINH CITYINTERNATIONAL SCHOOL OF BUSINESSTRINH KIM HOACustomer Satisfaction and CustomerLoyalty in Vietnamese Mobile TeGọi ngay
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