(LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: (LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector
(LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector
UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BA (LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector ANKING SECTORMASTER OF BUSINESSHo Chi Minh City - Year 2014B iiUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION IN VIETNAMESE BANKING SECTORID:22120058Master of Business - MBl’S 3.2Supervisor: Assoc. Prof. Le Nguyen (LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector HauHo Chi Minh City-Year 2014Abstract111 this era of mature and intense competitive pressures, how to maintain current customers and attract new cust(LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector
omers lias become a critical problem for firms. It is especially true in banking sector, where going along with the open marker policy, many internatiUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BA (LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector ct of the traditional factor is sendee quality, there is also the impact of service convenience on customer satisfaction.Purpose The main purpose of this study is to examine the relationship between sendee convenience and customer satisfaction in Vietnamese banking sectors. This study also considers (LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector the affect of each dimension of service convenience on customer satisfaction.Method - Research data was collected from 201 retail banking customers.(LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector
A live point Likert scale was used to measure five Items of sen ice convenience - which include decision convenience, access convenience, transaction UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BA (LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector e most important factor that affect to customer satisfaction in banking field. Decision convenience, access convenience, performance convenience, and post- benefit convenience are four components of service convenience hl Vietnamese banking sector. All these components have positive impact on custom (LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector er satisfaction with different intensity. Post-benefit convenience has a strongest affect to customer satisfaction while decision convenience has a we(LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector
akest affect in compare to others factors, These effects arc also different between gr oups of customers.Research limitations This study ignores the iUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BA (LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector another limitation of the study.Practical implication - Each stage on consumption process can please customers differently. Banks should pay attention to them to design services and invest resources.iiCONTENTSCHAPTER 1 INTRODUCTION...............................................................11.1R (LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector esearch background..........................................................11.2Research problem......................................................(LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector
.......21.3Research objective...........................................................41.4Research questions........................................UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BA (LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector ...............................5CHAPTER 2 LITERATURE REVIEW. HYPOTHESES AND CONCEPTUAL MODEL.........................62.1Theoretical background.......................................................62.1.1Service convenience......................................................62.1.2Service convenien (LUẬN văn THẠC sĩ) service convenience and customer satisfaction in vietnamese banking sector ce in banking industry-.................................7UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BAUNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Thi Diem NganSERVICE CONVENIENCE AND CUSTOMER SATISFACTION INVIETNAMESE BAGọi ngay
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