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(LUẬN văn THẠC sĩ) improving service quality, customer satisfaction and loyalty, solutions to the case of HD bank vung tau branch

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Nội dung chi tiết: (LUẬN văn THẠC sĩ) improving service quality, customer satisfaction and loyalty, solutions to the case of HD bank vung tau branch

(LUẬN văn THẠC sĩ) improving service quality, customer satisfaction and loyalty, solutions to the case of HD bank vung tau branch

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDO THITHUONGIMPROVING SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: SOLU

(LUẬN văn THẠC sĩ) improving service quality, customer satisfaction and loyalty, solutions to the case of HD bank vung tau branch UTIONS TO THE CASE OF HD BANK VUNG TAU BRANCHID:22130075MASTER OF BUSINESS ADMINISTRATIONSUPERVISOR: NGUYEN THI MAI TRANGHo Chi Minh City - Year 2015A

CKNOWLEDGEMENTSIt is my proud privilege to release the feeling of my gratitude to person who helped me directly or indirectly to conduct this research (LUẬN văn THẠC sĩ) improving service quality, customer satisfaction and loyalty, solutions to the case of HD bank vung tau branch

project work. I express my heart full indebted and owe a deep sense of gratitude to my professor Mrs Nguyen Thi Mai Trang for her sincere guidance an

(LUẬN văn THẠC sĩ) improving service quality, customer satisfaction and loyalty, solutions to the case of HD bank vung tau branch

d inspiration in completing this project. I am extremely thankful to the director, the staff and all faculties' members of HD bank in Vung Tau City fo

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDO THITHUONGIMPROVING SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: SOLU

(LUẬN văn THẠC sĩ) improving service quality, customer satisfaction and loyalty, solutions to the case of HD bank vung tau branch ct report but I will be always indebted to them.The project has indeed helped me to explore more knowledgeable, related to my job and I am sure it wil

l help me in my future's career.2CONTENTS1.Overview the I ID bank Vung Tan branch..............................................71.1The background of t (LUẬN văn THẠC sĩ) improving service quality, customer satisfaction and loyalty, solutions to the case of HD bank vung tau branch

he problem.....................................................101.2I ID bank Vung Tau branch and competitors.........................................

(LUẬN văn THẠC sĩ) improving service quality, customer satisfaction and loyalty, solutions to the case of HD bank vung tau branch

111.3Business situation of HD bank Vung Tau branch and other competitors...............142.Problem identification.....................................

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDO THITHUONGIMPROVING SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: SOLU

(LUẬN văn THẠC sĩ) improving service quality, customer satisfaction and loyalty, solutions to the case of HD bank vung tau branch ints problem....................................222.3The HD bank's percentage support lending base on collateral values................252.4The capaci

ty of bank staff and the tamers.........................................273.The solution.............................................................. (LUẬN văn THẠC sĩ) improving service quality, customer satisfaction and loyalty, solutions to the case of HD bank vung tau branch

.........293.1The alternative 1.................................................................303.2The alternative 2................................

(LUẬN văn THẠC sĩ) improving service quality, customer satisfaction and loyalty, solutions to the case of HD bank vung tau branch

.................................334.Action plan........................................................................345.Supporting information....

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDO THITHUONGIMPROVING SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: SOLU

(LUẬN văn THẠC sĩ) improving service quality, customer satisfaction and loyalty, solutions to the case of HD bank vung tau branch uideline.........................................................................385.3l iterature review..............................................

..................405.4Transcript........................................................................43PART 1: In-depth interview customers....... (LUẬN văn THẠC sĩ) improving service quality, customer satisfaction and loyalty, solutions to the case of HD bank vung tau branch

............................................43PART 2: In-depth interview managers and bank staff......................................52PART 3: Qualit

(LUẬN văn THẠC sĩ) improving service quality, customer satisfaction and loyalty, solutions to the case of HD bank vung tau branch

ative Research Report....................................................573

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDO THITHUONGIMPROVING SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: SOLU

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDO THITHUONGIMPROVING SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: SOLU

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