unlicensed 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: unlicensed 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

unlicensed 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

unlicensed 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.PH AM

THINHƯAN2.DANG NGOC SƯ. MBAHanoi — 2007T ABLE OF CONTENTSACKNOWLEDGEMENTS..........................................................iABSTRACT......... unlicensed 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

........................................................iiTỎNÍ TAT.................................................................ivTABLE OF CONTENTS

unlicensed 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

........................................................viLIST OF ABBREVIATIONS.....................................................viiiLIST OF FIGURE

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

unlicensed 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 .............................................................11.Rationale..............................................................12.Objectives &

aims......................................................13.Hypotheses.............................................................24.Scope of work. unlicensed 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

........................................................25.Data resource & processing............................................36.Methods & approach

unlicensed 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

es..................................................37.Significance..........................................................38.Limitations...........

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

unlicensed 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 .............................................411.Thesis structure......................................................4PART 1: LITERATURE REVIEW AND

RESEARCH METHODOLOGY........................6CHAPTER 1: LITERATURE REVIEW..............................................61.1The nature of sen ices and unlicensed 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

Characteristics of sen ices................61.1.1Why study sen ices?............................................61.1.2What is service?................

unlicensed 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