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Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ

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Nội dung chi tiết: Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ

Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ

MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYHuỳnh Thị Ngọc MaiTHE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACT

Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ TION AND CUSTOMER LOYALTYIN CLEANING SERVICE INDUSTRYAn evidence of Pan Pacific CorporationMASTER'S THESISMajor:Business AdministrationMajor Code:60.3

4.05SupervisorDr. Trần Hà Minh QuânHo Chi Minh City 2010ACKNOWLEDGEMENTI would like to record my most sincere appreciation and heartfelt thanks to ind Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ

ividuals, of whom without, might not lead to the possibility of this research to be realized. First and foremost, I wish to express my deep sincere gr

Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ

atitude to my supervisor Dr.Tran Ha Minh Quan for his guidance, encouragement and excellent advices throughout this study.I would like to extend my si

MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYHuỳnh Thị Ngọc MaiTHE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACT

Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ ns.I would also like to avail this opportunity to express my appreciation to Professor Nguyen Dong Phong and ƯEH Board of Directors for creating MBA p

rogram in English.I am also thankful to all my classmates in MBA class-Bath 16, especially Ms.Nguyen Nhu Chang, Mr.Nguyen Thanh Tiling. Mr.Lam Hong Ph Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ

ong, for their collaboration and valuable assistance throughout my study.Gratitude also goes to Board of Management of Pan Pacific Corporation, collea

Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ

gues for giving me supports. Many thanks for Pan Pacific's Clients who save value time to respond my survey questionnaire, without them my thesis coul

MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYHuỳnh Thị Ngọc MaiTHE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACT

Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ d never failed giving me continuous supports, spiritually and encouragement along the study.ABSTRACTIn the present cleaning sen ice industry. sen ice

quality is a vital competitive policy to keep customers support and long-term cooperation. Cleaning senice providers are trying to win customer satisf Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ

action and loyalty by proving enhanced quality sen ice. The aim of this study is to examine the relationship between sen ice quality, customer satisfa

Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ

ction and customer loyalty in cleaning sen ice industry. In this study, attention is paid to the measurement model of sen’ice quality in cleaning seni

MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYHuỳnh Thị Ngọc MaiTHE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACT

Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ specific industry’ attributes and the special culture of Vietnam. 158 samples were collected from Pan Pacific Corporation’s various clients in the Sou

th of Vietnam. Cronbach Alpha was carried out to test the reliability of each statement and the summated scales were formulated by means of Explorator Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ

y Factor Analysis (EFA). Then. Multiple Linear Regressions test was used to test the effect of Sen ice Quality-on Customer Satisfaction and Customer L

Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ

oyalty, the effect of customer satisfaction on loyalty. Overall findings from this study suggest there were significant relationship between Sen ice Q

MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYHuỳnh Thị Ngọc MaiTHE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACT

Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ leaner competence, supen isor competence, tangibles, sen ice safety, empathy and all dimensions are positively related to Customer Satisfaction. The r

egression test also found that there was a positive direction and significant relationship between customer satisfaction on customer loyalty. The resu Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ

lts indicated that the overall sen ice quality has significantly positive effect on overall customer loyalty. Among these six dimensions except Empath

Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ

y, all of them have a significantly positive effect on overall customer loyalty.Keywords: cleaning service industry, service quality, customer satisfa

MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYHuỳnh Thị Ngọc MaiTHE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACT

Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ .....................................iiTABLE OF CONTENT......................................................iiiChapter 1: INTRODUCTION...............

..................................11.1Introduction about cleaning service industry.....................11.2Research background:....................... Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ

......................21.3Research problem.................................................41.4Research Questions.....................................

Luận văn thạc sĩ UEH the relationship between service quality, customer satisfaction and customer loyalty in cleaning serviec industry , luận văn thạc sĩ

..........51.5Objectives of the study..........................................51.6Scope of the Study...............................................51

MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYHuỳnh Thị Ngọc MaiTHE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACT

MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYHuỳnh Thị Ngọc MaiTHE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACT

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