Determinants of customer loyaty in eatail banking an empirical study in vietnam
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Determinants of customer loyaty in eatail banking an empirical study in vietnam
Determinants of customer loyaty in eatail banking an empirical study in vietnam
UNIVERSITY OF ECONOMICS HO CHI MINH CITY INTERNATIONAL SCHOOL OF BUSINESSPHAM THI PHUONG THAODETERMINANTS OF CUSTOMER LOYALTY IN RETAIL BANKING: AN EM Determinants of customer loyaty in eatail banking an empirical study in vietnamMPIRICAL STUDY IN VIETNAMMASTER OF BUSINESSSUPERVISORS: DR. TRAN HA MINH QUANHo Chi Minh City - Year 2014ACKNOWLEDGEMENTFirstly, I offer my sincerest gratitude to all lecturers and staffs that supported and passionately conveyed useful knowledge to students of MBUS 2011 program.Secondly, I offer my Determinants of customer loyaty in eatail banking an empirical study in vietnamspecial gratitude to my supervisor, Dr. Tran Ha Minh Quan, who has guided me to fulfill my thesis with his patience and knowledge.Thirdly, I would likDeterminants of customer loyaty in eatail banking an empirical study in vietnam
e to express appreciations to my friends who support me in discussing initial questionnaire and sending the final ones to survey target.Finally yet imUNIVERSITY OF ECONOMICS HO CHI MINH CITY INTERNATIONAL SCHOOL OF BUSINESSPHAM THI PHUONG THAODETERMINANTS OF CUSTOMER LOYALTY IN RETAIL BANKING: AN EM Determinants of customer loyaty in eatail banking an empirical study in vietnamemberPage I iABSTRACTLoyal customers are considered as an important source of business profit and a free channel of advertisement. Although companies can boost their profit more than 85% by reducing customer defection rate by just 5%, the fact is that most of businesses lose from 15% to 20% of custo Determinants of customer loyaty in eatail banking an empirical study in vietnammers each year (Reichheld and Sasser, 1990). This study aims to define some determinants of customer loyalty in Vietnam retail banking, including BranDeterminants of customer loyaty in eatail banking an empirical study in vietnam
d Awareness, Convenience, Service Personnel. Satisfaction, Social Influence and Switching Costs. The survey was conducted in Ho Chi Minh City. The resUNIVERSITY OF ECONOMICS HO CHI MINH CITY INTERNATIONAL SCHOOL OF BUSINESSPHAM THI PHUONG THAODETERMINANTS OF CUSTOMER LOYALTY IN RETAIL BANKING: AN EM Determinants of customer loyaty in eatail banking an empirical study in vietnamsfaction and Switching Costs was stronger than others. The least impact was caused by Social Influence and Convenience.Keywords: Loyalty, Retail banking, VietnamPage iiTABLE OF CONTENTSACKNOWLEDGEMENT................................................................1ABSTRACT........................... Determinants of customer loyaty in eatail banking an empirical study in vietnam...........................................iiTABLE OF CONTENTS............................................................iiiLIST OF TABLES...........Determinants of customer loyaty in eatail banking an empirical study in vietnam
................................................ jvLIST OF FIGURES................................................................VCHAPTER I: INTRUNIVERSITY OF ECONOMICS HO CHI MINH CITY INTERNATIONAL SCHOOL OF BUSINESSPHAM THI PHUONG THAODETERMINANTS OF CUSTOMER LOYALTY IN RETAIL BANKING: AN EM Determinants of customer loyaty in eatail banking an empirical study in vietnamh background....................................................21.3Research gap...........................................................61.3Research objective.....................................................71.4Research Scope and Research Contribution...............................81.5Researc Determinants of customer loyaty in eatail banking an empirical study in vietnamh structure.....................................................9CHAPTER 2: LITERATURE REVIEW...----------------------------------------- LQ2.1ReDeterminants of customer loyaty in eatail banking an empirical study in vietnam
tail Banking........................................................102.2Customer Loyalty......................................................102.2.1UNIVERSITY OF ECONOMICS HO CHI MINH CITY INTERNATIONAL SCHOOL OF BUSINESSPHAM THI PHUONG THAODETERMINANTS OF CUSTOMER LOYALTY IN RETAIL BANKING: AN EMUNIVERSITY OF ECONOMICS HO CHI MINH CITY INTERNATIONAL SCHOOL OF BUSINESSPHAM THI PHUONG THAODETERMINANTS OF CUSTOMER LOYALTY IN RETAIL BANKING: AN EMGọi ngay
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