Evaluating customer satisfaction after service recovery a study on the retail banking sector in vietnam
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Evaluating customer satisfaction after service recovery a study on the retail banking sector in vietnam
Evaluating customer satisfaction after service recovery a study on the retail banking sector in vietnam
UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessPham Thi Hanh HuongEVALUATING CUSTOMER SATISFACTION AFTER SERVICE RECOVERYA st Evaluating customer satisfaction after service recovery a study on the retail banking sector in vietnamtudy on the retail banking sector in VietnamMASTER OF BUSINESS (Honours)Ho Chi Minh City - Year 2014https://khothu vien .comUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessPham Thi Hanh HuongEVALUATING CUSTOMER SATISFACTIONAFTER SERVICE RECOVERYA study on the retail banking s Evaluating customer satisfaction after service recovery a study on the retail banking sector in vietnamector in VietnamID:22110024MASTER OF BUSINESS (Honours)SUPERVISOR: Dr. TRAN HA MINHQUANAcknowledgementThis thesis was conducted during 8 months, fromEvaluating customer satisfaction after service recovery a study on the retail banking sector in vietnam
August 2013 to April 2014. Working on this thesis has also given me opportunities to approach exciting knowledge.First for all, 1 would like to thank UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessPham Thi Hanh HuongEVALUATING CUSTOMER SATISFACTION AFTER SERVICE RECOVERYA st Evaluating customer satisfaction after service recovery a study on the retail banking sector in vietnam to my family and friends around me, who are always beside and give me useful advices dining tills study.Sincerely,Pham Thi Hanh Huong1AbstractVietnam is one of emerging country with many potential to develop. With the population over 88 million (2012), Vietnam is potential market to invest especial Evaluating customer satisfaction after service recovery a study on the retail banking sector in vietnamly for banking market. Nowadays, the number of the banks in Vietnam is increasing rapidly including the local and foreign banks; the competition for tEvaluating customer satisfaction after service recovery a study on the retail banking sector in vietnam
heir existence becomes much more difficult than ever. Hence, this research is going to examine the way to evaluating customer satisfaction after sendeUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessPham Thi Hanh HuongEVALUATING CUSTOMER SATISFACTION AFTER SERVICE RECOVERYA st Evaluating customer satisfaction after service recovery a study on the retail banking sector in vietnammeasured by maintenance of satisfied customer. This study reveals that perceived justice plays important role and has significant effect on emotions and customer satisfaction after sendee recover}’. In addition, the reality of competition among the banks and how they exist in competitive market like Evaluating customer satisfaction after service recovery a study on the retail banking sector in vietnam Vietnam will be mentioned in this research. Conclusion was drawn and it is recommend based on the findings of the study that the banks in Vietnam shoEvaluating customer satisfaction after service recovery a study on the retail banking sector in vietnam
uld focus more on customers to satisfy them byimproving sendee recovery.This study conducted a questionnaire survey to reach retail customers in VietnUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessPham Thi Hanh HuongEVALUATING CUSTOMER SATISFACTION AFTER SERVICE RECOVERYA st Evaluating customer satisfaction after service recovery a study on the retail banking sector in vietnamsatisfaction and the specific relationships between 2 constructs will be come up eventually.The study concludes that the improvement of perceived justice may increase post-recovery satisfaction, which ultimately retains valued customers and built loyalty in customers' perception in Vietnam retail ba Evaluating customer satisfaction after service recovery a study on the retail banking sector in vietnamnking industry.Key words: Service recovery. Perceived justice, Emotions, Post-recovery satisfaction,Retail banking.Table of ContentsAcknowledgement...Evaluating customer satisfaction after service recovery a study on the retail banking sector in vietnam
.........................................................................1Abstract,..,,..,,..,,..,,..,,..,,..,,..,,...................................UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessPham Thi Hanh HuongEVALUATING CUSTOMER SATISFACTION AFTER SERVICE RECOVERYA stUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessPham Thi Hanh HuongEVALUATING CUSTOMER SATISFACTION AFTER SERVICE RECOVERYA stGọi ngay
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