(LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: (LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam
(LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam
MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCHIMINH CITY ------------------oOo--PHAM THANH LONGEFFECTS OF NEGATIVE AM) POSITIVE SWITC (LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam CHING BARRIERS TO CUSTOMER SATISFACTION AM) CUSTOMER RETENTIONA STUDY OF MOBILE SERVICE USERS IN VIETNAMMASTER OF BUSINESS ADMINISTRATION THESISHo Chi Minh City-2011k J ... J ... J ■ ■ ■ J ■ ■ J ■ J...................itMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCHIMINH CITY ------- (LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam -----------oOo-PHAM THANH LONGEFFECTS OF NEGATIVE AND POSITIVE SWITCHING BARRIERS TO CUSTOMER SATISFACTION ANDC USTOMER RETENTIONA STUDY OF MOBILE SER(LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam
VIC E USERS IN VIETNAMMajor:Business AdministrationMajor Code:60.34.05MASTER OF BUSINESS ADMINISTRATION THESISSupervisor: DR. TRAN HA MINH QUANHo Chi MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCHIMINH CITY ------------------oOo--PHAM THANH LONGEFFECTS OF NEGATIVE AM) POSITIVE SWITC (LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam is fantastic that 1 now have the opportunity to express my gratitude and sincere thanks all of them.The first person I would like to thank is my direct supervisor Dr Tran Ila Minh Quan. During these years 1 have known him to be a sympathetic and principlecentered person. I owe him a lot of gratitude (LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam for having shown me this way of research.I would like to express my sincere gratitude to all of my teachers at Faculty of Business Administration and(LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam
Post-graduate I acuity. University of Economics Ho Chi Minh City for their teaching and guidance during my MBA course.I would like to specially expreMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCHIMINH CITY ------------------oOo--PHAM THANH LONGEFFECTS OF NEGATIVE AM) POSITIVE SWITC (LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam Hong Thao, for their continuous love, support and encouragement dedicating to me. For their never-ending support and the sense of security they have given when I wanted it most. I dedicate this thesis to them.iABSTRACTCustomer retention is a concept getting more and more attention in business nowada (LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam ys as loyal customers arc considered as vital components to organizational success. Companies today strive to identify and manage effective methods to(LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam
retain then-customers as many as possible. Even though some research papers have been published globally on sendee sectors, including mobile telecommMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCHIMINH CITY ------------------oOo--PHAM THANH LONGEFFECTS OF NEGATIVE AM) POSITIVE SWITC (LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam customer retention. However, customer satisfaction is not enough to provide explanation to customer retention because in a lot of cases, customers arc not freely to choose or switch between suppliers. There are different types of constraints identified as switching barriers have effect to customer (LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam satisfaction and customer retention. Some previous studies investigated the impact of switching barriers as a uni-dimensional concept and it has media(LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam
ting effect to the linkage between customer satisfaction and customer retention. Just a very few studies went further to divide switching banders intoMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCHIMINH CITY ------------------oOo--PHAM THANH LONGEFFECTS OF NEGATIVE AM) POSITIVE SWITC (LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam switching barriers that influence customer retention in mobile telecommunication service and classify them into positive and negative category. Secondly, we will use a path analysis of the empirical data in Vietnam to examine the impact of these 2 different categories into customer satisfaction and (LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam customer retention.Keywords: Customer retention, purchase retention, customer satisfaction, switching barrier, customer loyalty, mobile sen iceiiCONT(LUẬN văn THẠC sĩ) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam
ENTSAcknowledgement...................................................... iAbstract............................................................ iiContMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCHIMINH CITY ------------------oOo--PHAM THANH LONGEFFECTS OF NEGATIVE AM) POSITIVE SWITCMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCHIMINH CITY ------------------oOo--PHAM THANH LONGEFFECTS OF NEGATIVE AM) POSITIVE SWITCGọi ngay
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