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Improving customer service quality management at tien phong commercial joint stock bank TPBank

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Nội dung chi tiết: Improving customer service quality management at tien phong commercial joint stock bank TPBank

Improving customer service quality management at tien phong commercial joint stock bank TPBank

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Improving customer service quality management at tien phong commercial joint stock bank TPBankG COMMERCIAL JOINT STOCKBANK - TPBANKGraduate student: NGUYEN THI HONGSupervisor: DR. NGUYEN THI HONG HANHHANOI, 2021ABSTRACTThesis Title:Improving cu

stomer service quality management at Tien Phong Commercial Joint Stock Bank - TPBankPages: 81University : International school - Vietnam national univ Improving customer service quality management at tien phong commercial joint stock bank TPBank

ersity. Hanoi Graduate School : Master in financial management Degree : MasterGraduate Student :Nguyen Thi HongYour advisor's name: Dr.Nguyen Thi Hong

Improving customer service quality management at tien phong commercial joint stock bank TPBank

HanhThe study is developed with the main objective of enhancing the customer service at TPBank's Live Bank. The customer sendee quality is measured t

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Improving customer service quality management at tien phong commercial joint stock bank TPBankstomers and they provided the assessment related to each aspect of customer sen ice quality as well as their satisfaction and loyalty.The author propo

sed 11 hypotheses and they validate the effects of these five factors on customer satisfaction and customer loyalty as well as the effect of customer Improving customer service quality management at tien phong commercial joint stock bank TPBank

satisfaction on customer loyalty.The author performs multiple linear regression and it is identified that these five factors significantly explain for

Improving customer service quality management at tien phong commercial joint stock bank TPBank

45.6% of variance of customer satisfaction and 55.1% of variance of customer loyalty. However, the effect of each factor is different. In the causal

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Improving customer service quality management at tien phong commercial joint stock bank TPBanktion. However, reliability and easy to use do not have significant impact on customer loyalty.2ACKNOWLEDGEMENTT would like to thank the Board of Direc

tors, the training department of the International Faculty, Hanoi National University lor creating all conditions lor me in the process of studying an Improving customer service quality management at tien phong commercial joint stock bank TPBank

d completing this thesis.1 would like to express my gratitude to the teachers and ladies who have dedicaledly taught MFM2 master classĨ would like to

Improving customer service quality management at tien phong commercial joint stock bank TPBank

express my deep gratitude to my teacher, D.r Nguyen Thi ĩĩong Hanh who wholeheartedly helped and guided me during the process of writing this thesis.Ĩ

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Improving customer service quality management at tien phong commercial joint stock bank TPBankis thesis.Thank you! Author3TABLE OF CONTENTSABSTRACT...........................................................2ACKNOWLEDGEMENT......................

............................. 3TABLE OF CONTENTS................................................. 4LIST OF TABLES .................................... Improving customer service quality management at tien phong commercial joint stock bank TPBank

............... 61CHAPTER 1: Introduction1.1Background of the study.....................................7.1.2Rationales...............................

Improving customer service quality management at tien phong commercial joint stock bank TPBank

......................71.3.Research objectives and research questions....................91.4.Scope of the study......................................

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Improving customer service quality management at tien phong commercial joint stock bank TPBank 2: Literature Review2.1 Customer service...............................................1.3.

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