Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises luận văn ths kinh doanh và quản lý 60 34 05

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Nội dung chi tiết: Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises luận văn ths kinh doanh và quản lý 60 34 05

Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises luận văn ths kinh doanh và quản lý 60 34 05

VIETNAM NATIONAL UNIVERSITY, HANOI SCHOOL OF BUSINESSNguyen Quynh TrangSERVICE QUALITY AND CUSTOMER SERVICE PERFORMANCE - THE CASE OF VIETNAM JOINT ST

Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises luận văn ths kinh doanh và quản lý 60 34 05 TOCK COMMERCIAL BANK FOR PRIVATE ENTERPRISESMajor: Business AdministrationCode: 60 34 05MASTER OF BUSINESS ADMINISTRATION THESISSUPERVISORS:1.Dr.PHAM

THI NHUAN2.DANG NGOC SI’, MBAHanoi - 2007TABLE OF CONTENTSACKNOWLEDGEMENTS..........................................................iABSTRACT......... Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises luận văn ths kinh doanh và quản lý 60 34 05

.........................................................iiTÓM TẤT...................................................................ivTABLE OF CONTEN

Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises luận văn ths kinh doanh và quản lý 60 34 05

TS.........................................................viLIST OF ABBREVIATIONS.....................................................viiiLIST OF FIG

VIETNAM NATIONAL UNIVERSITY, HANOI SCHOOL OF BUSINESSNguyen Quynh TrangSERVICE QUALITY AND CUSTOMER SERVICE PERFORMANCE - THE CASE OF VIETNAM JOINT ST

Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises luận văn ths kinh doanh và quản lý 60 34 05 ON..............................................................11.Rationale..............................................................12.Objective

s & aims......................................................13.Hypotheses.............................................................24.Scope of wo Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises luận văn ths kinh doanh và quản lý 60 34 05

rk..........................................................25.Data resource & processing.............................................36.Methods & app

Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises luận văn ths kinh doanh và quản lý 60 34 05

roaches...................................................37.Significance...........................................................38.Limitations....

VIETNAM NATIONAL UNIVERSITY, HANOI SCHOOL OF BUSINESSNguyen Quynh TrangSERVICE QUALITY AND CUSTOMER SERVICE PERFORMANCE - THE CASE OF VIETNAM JOINT ST

Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises luận văn ths kinh doanh và quản lý 60 34 05 ntial)................................................411.Thesis structure......................................................4PART 1: LITERATURE RE

VIEW AND RESEARCH METHODOLOGY........................6CHAPTER 1: LITERATURE REVIEW..............................................61.1The nature of serv Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises luận văn ths kinh doanh và quản lý 60 34 05

ices and Characteristics of services................61.1.1Why smdy senices?..............................................61.1.2What is sen ice?.......

Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises luận văn ths kinh doanh và quản lý 60 34 05

........................................61.1.3Characteristics of sen ices....................................61.2Managing sen ice quality.............

VIETNAM NATIONAL UNIVERSITY, HANOI SCHOOL OF BUSINESSNguyen Quynh TrangSERVICE QUALITY AND CUSTOMER SERVICE PERFORMANCE - THE CASE OF VIETNAM JOINT ST