(LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city
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(LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city
MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH C ITY -------------------//---DO ( ONG BIENTHE IMPAC T OF BANK SERVICE QUALITY (LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city ON CUSTOMER LOYALTYA STUDY OF BANKS IN HO C HI MINH C ITYMASTER OF BUSINESS ADMINISTRATION THESISHo Chi Minh City -2011u4MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS ĨĨO cm MĨNII CITY --------------------//---DO C ONG BIENTHE IMPACT OF BANK SERVICE QUALITY ON CUSTOMER LOYALTYA STUDY O (LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city F BANKS IN HO CHI MINH CH YMajor : Business AdministrationMajor ('ode : 60.34.05MASTER OF BUSINESS ADMINISTRATION THESISSupervisor: PROF. DR. NGUYEN D(LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city
ONG PHONGHo Chi Minh City-2011IlItACKNOWLEDGEMENTFirst and foremost, I would like to thanks to my supervisor Prof. Dr. Nguyen Dong Phong for his guidaMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH C ITY -------------------//---DO ( ONG BIENTHE IMPAC T OF BANK SERVICE QUALITY (LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city Tran Ila Minh Quan for his precious guidance, share of experience, and highly valuable suggestions for this research as well during the MBA course.I would like to especially express my thanks to Lecturer Mr. Dang IIuu Phuc for his supports and instructions in analyzing data of my thesis.Much appreci (LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city ation goes to all lecturers at Faculty of Business Ad ministration and Postgraduate Faculty, University of Economics Ho Chi Minh City for their expert(LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city
ise in providing me continuous learning process that greatly enriched my knowledge.I would like to thank to all my classmates, my friends for their suMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH C ITY -------------------//---DO ( ONG BIENTHE IMPAC T OF BANK SERVICE QUALITY (LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city tience and never failed giving me continuous supports.ABSTRACTThe purpose of this research is to assess bank service quality' in Vietnam based on perceptions and experiences of customers, to find the linkage between bank service quality' attributes, customer satisfaction and customer loyalty in reta (LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city il banking sector, fins research sought to identify the most important attributes in banking settings, which may be used to review characteristics of(LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city
rhe banks as experienced by customers. In Vietnam, no study has yet investigated the above mentioned interrelationship: this research is to fill this MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH C ITY -------------------//---DO ( ONG BIENTHE IMPAC T OF BANK SERVICE QUALITY (LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city e, tangibles, senice portfolio, and reliability) were used to find out the relationship among bank service quality', customer satisfaction, and customer loyalty'. All rhe data were collected through questionnaires; the sample size of 246 retail banking customers was drawn from different banks in Ho (LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city Chi Minh City. Descriptive statistical approach, multiple linear regression. Anova were then used to describe and analyze these six dimensions and tak(LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city
e them into rhe involvement with customer satisfaction and loyalty.The results show that four bank service quality attributes (effectiveness and assurMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH C ITY -------------------//---DO ( ONG BIENTHE IMPAC T OF BANK SERVICE QUALITY (LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city lty. Access demonstrates the highest positive correlation with customer satisfaction while two remaining attributes (tangibles and reliability) are nor positively related to customer satisfaction.This study was one of the fast ones using BSỌ model to test bank service quality in retail banking secti (LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city on in Vietnam. This study also suggests that BSO (bank service quality) is a suitable instrument for measuring the bank service quality in the Vietnam(LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city
ese context.Keywords: bank service quality, customer satisfaction, customer loyalty, effectiveness and assurance, access, price, tangibles, service poMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH C ITY -------------------//---DO ( ONG BIENTHE IMPAC T OF BANK SERVICE QUALITY (LUẬN văn THẠC sĩ) the impact of bank service quality on customer loyalty, a study of banks in ho chi minh city ............................................ iiMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH C ITY -------------------//---DO ( ONG BIENTHE IMPAC T OF BANK SERVICE QUALITYGọi ngay
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