(LUẬN văn THẠC sĩ) factors influencing customer retention some emprical evidences from local and foreign banks in ho chi minh city

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(LUẬN văn THẠC sĩ) factors influencing customer retention some emprical evidences from local and foreign banks in ho chi minh city

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Quang MinhFactors Influencing Customer Retention Some Empirical Evidenc

(LUẬN văn THẠC sĩ) factors influencing customer retention some emprical evidences from local and foreign banks in ho chi minh city ces from Local and ForeignBanks in Ho Chi Minh CityMASTER OF BUSINESS (Honours)Ho Chi Minh City - Year 2015UNIVERSITY OF ECONOMICS HO CHI MINH CITYInt

ernational School of BusinessNguyen Quang MinhFactors Influencing Customer RetentionSome Empirical Evidences from Local and ForeignBanks in Ho Chi Min (LUẬN văn THẠC sĩ) factors influencing customer retention some emprical evidences from local and foreign banks in ho chi minh city

h CityID: 22130039MASTER OF BUSINESS (Honours)SUPERVISOR: DR. LE NGUYEN HALHo Chi Minh City - Year 2015TABLE OF CONTENTSABSTRACT1.INTRODUCTION........

(LUẬN văn THẠC sĩ) factors influencing customer retention some emprical evidences from local and foreign banks in ho chi minh city

..............................................11.1.Research background..........................................11.2.Researchquestions and research ob

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Quang MinhFactors Influencing Customer Retention Some Empirical Evidenc

(LUẬN văn THẠC sĩ) factors influencing customer retention some emprical evidences from local and foreign banks in ho chi minh city ........32.LITERATURE REVIEW.................................................52.1.Theoretical review...........................................52.1.1.

Customers retention.....................................52.1.2.Relationship quality....................................72.1.3.Switching barriers...... (LUẬN văn THẠC sĩ) factors influencing customer retention some emprical evidences from local and foreign banks in ho chi minh city

................................92.1.3.1Relational benefits..............................92.1.3.2Switching costs.................................102.1

(LUẬN văn THẠC sĩ) factors influencing customer retention some emprical evidences from local and foreign banks in ho chi minh city

.3.3Availability andattractiveness of alternatives.102.2.Hypotheses Development......................................112.2.1.Customer satisfaction and

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Quang MinhFactors Influencing Customer Retention Some Empirical Evidenc

(LUẬN văn THẠC sĩ) factors influencing customer retention some emprical evidences from local and foreign banks in ho chi minh city .... 14

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNguyen Quang MinhFactors Influencing Customer Retention Some Empirical Evidenc