(LUẬN văn THẠC sĩ) key antecedents of customer loyalty, a study of small chartered commercial banks

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(LUẬN văn THẠC sĩ) key antecedents of customer loyalty, a study of small chartered commercial banks

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessVu Thanh HoanKEY ANTECEDENTS OF CUSTOMER LOYALTY: A STUDY OF SMALL CHARTERED C

(LUẬN văn THẠC sĩ) key antecedents of customer loyalty, a study of small chartered commercial banks COMMERCIAL BANKSMASTER OF BUSINESS (Honours)Ho Chi Minli City - Year 2014https: //k hot h u vien .comUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternati

onal School of BusinessYu Thanh HoanKEY ANTECEDENTS OF CUSTOMER LOYALTY: A STUDY OF SMALL CHARTERED COMMERCIAL BANKSID:22110021MASTER OF BUSINESS (Hon (LUẬN văn THẠC sĩ) key antecedents of customer loyalty, a study of small chartered commercial banks

ours)SUPERVISOR: DR. CAO HAO THIHo Chi Minh City - Year 2014ACKNOWLEDGEMENTSI would like to express my sincere gratitude to my supervisor. Dr. Cao Hao

(LUẬN văn THẠC sĩ) key antecedents of customer loyalty, a study of small chartered commercial banks

T1Ũ for the valuable advice, critical comments and encouragement he gave me.I would like to express my gratitude to my ISB class friends for SPSS dir

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessVu Thanh HoanKEY ANTECEDENTS OF CUSTOMER LOYALTY: A STUDY OF SMALL CHARTERED C

(LUẬN văn THẠC sĩ) key antecedents of customer loyalty, a study of small chartered commercial banks ents without whom, this research would have been impossible.Ho Chi Minh City. March 01, 2014Vu Thanh HoanABSTRACTIl is costly to attract new customers

so that the managers always Uy to find ways to retain their current customers and concentrate on different factors which enhances the customer loyalt (LUẬN văn THẠC sĩ) key antecedents of customer loyalty, a study of small chartered commercial banks

y among the customers of the organizations. This research attempts to find the factors of customer loyalty and their relationships with banking indust

(LUẬN văn THẠC sĩ) key antecedents of customer loyalty, a study of small chartered commercial banks

ry in one of the developing countries i.e. Vietnam, where the large part of banking industry are small chartered commercial banks.In order to do this,

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessVu Thanh HoanKEY ANTECEDENTS OF CUSTOMER LOYALTY: A STUDY OF SMALL CHARTERED C

(LUẬN văn THẠC sĩ) key antecedents of customer loyalty, a study of small chartered commercial banks the analysis is done and the results and the relations among the factors are explained.Customer's Perceived Quality. Customer Satisfaction. Customer T

rust. Switching Cost and Customer Commitment are the factors which influence the Loyalty of the customers. These factors also influence each other as (LUẬN văn THẠC sĩ) key antecedents of customer loyalty, a study of small chartered commercial banks

well. The relationships of different factors with each other are also studied and the SPSS software is used to analyze the data gathered from the resp

(LUẬN văn THẠC sĩ) key antecedents of customer loyalty, a study of small chartered commercial banks

ondents.TABLE OF CONTENTSChapter 1Introduction..............................................11.1Background............................................

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessVu Thanh HoanKEY ANTECEDENTS OF CUSTOMER LOYALTY: A STUDY OF SMALL CHARTERED C

(LUẬN văn THẠC sĩ) key antecedents of customer loyalty, a study of small chartered commercial banks 1.4Research Scope...................................................41.5Thesis structure.................................................4Chapter 2Lit

erature Review.........................................62.1Customer loyalty.................................................62.2Customer's perceived q (LUẬN văn THẠC sĩ) key antecedents of customer loyalty, a study of small chartered commercial banks

uality.....................................8

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessVu Thanh HoanKEY ANTECEDENTS OF CUSTOMER LOYALTY: A STUDY OF SMALL CHARTERED C