MEASURING THE AFTER SALE SERVICEQUALITY AND EXAMING ITS EFFECTS ONTHE OVERALL CUSTOMER SATISFACTIONAT HONDA AUTO DEALERS
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: MEASURING THE AFTER SALE SERVICEQUALITY AND EXAMING ITS EFFECTS ONTHE OVERALL CUSTOMER SATISFACTIONAT HONDA AUTO DEALERS
MEASURING THE AFTER SALE SERVICEQUALITY AND EXAMING ITS EFFECTS ONTHE OVERALL CUSTOMER SATISFACTIONAT HONDA AUTO DEALERS
VIETNAM NATIONAL UNIVERSITY - HO C HI MINH CITY INTERNATIONAL UNIVERSITY SCHOOL OF BUSINESSMEASURING THE AFTER-SALE SERVICE QUALITY AND EXAMING ITS EF MEASURING THE AFTER SALE SERVICEQUALITY AND EXAMING ITS EFFECTS ONTHE OVERALL CUSTOMER SATISFACTIONAT HONDA AUTO DEALERSFFECTS ON THE OVERALL CUSTOMER SATISFACTION AT HONDA AUTO DEALERSIn Partial Fulfillment of the Requirements of the Degree ofBACHELOR OF ARTS in BUSINESS ADMINISTRATIONStudent’s name: PHAM MINH THU (BABAIU1OO22) Advisor: NGUYEN THI HUONG GIANG, MBAHo Chi Minh City, Vietnam2014MEASURING THE AFTER-SALE MEASURING THE AFTER SALE SERVICEQUALITY AND EXAMING ITS EFFECTS ONTHE OVERALL CUSTOMER SATISFACTIONAT HONDA AUTO DEALERS SERVICE QUALITY AND EXAMING ITS EFFECTS ON THE OVERALL CUSTOMER SATISFACTION AT HONDA AUTO DEALERSAPPROVED BY: AdvisorAPPROVED BY: Committee,Nguyen TMEASURING THE AFTER SALE SERVICEQUALITY AND EXAMING ITS EFFECTS ONTHE OVERALL CUSTOMER SATISFACTIONAT HONDA AUTO DEALERS
1Ú Huong Giang, MBATHESIS COMMITTEEAC KNO\M .EDGE* fENTlo be able Io complete this final dissertation as expected. 1 had invaluable backup from everyoVIETNAM NATIONAL UNIVERSITY - HO C HI MINH CITY INTERNATIONAL UNIVERSITY SCHOOL OF BUSINESSMEASURING THE AFTER-SALE SERVICE QUALITY AND EXAMING ITS EF MEASURING THE AFTER SALE SERVICEQUALITY AND EXAMING ITS EFFECTS ONTHE OVERALL CUSTOMER SATISFACTIONAT HONDA AUTO DEALERSand foremost, 1 would like to give special thanks to my supervisor, Ms.Nguycn Ihi Huong Giang for guiding me to work in a right way and for her enthusiasm to assist me al the right lime so dial 1 could meet my diesis schedule.I am gratefid to dealers for their support during my fieldwork period, hl MEASURING THE AFTER SALE SERVICEQUALITY AND EXAMING ITS EFFECTS ONTHE OVERALL CUSTOMER SATISFACTIONAT HONDA AUTO DEALERSspecific. 1 really appreciate the CR employees there for giving me feedback about my questionnaire to make it more closely relevant to the car serviceMEASURING THE AFTER SALE SERVICEQUALITY AND EXAMING ITS EFFECTS ONTHE OVERALL CUSTOMER SATISFACTIONAT HONDA AUTO DEALERS
context. Without their efforts, it woidd have been very difficult for me to make respondents understand the questionnaire clearly.Finally, special thVIETNAM NATIONAL UNIVERSITY - HO C HI MINH CITY INTERNATIONAL UNIVERSITY SCHOOL OF BUSINESSMEASURING THE AFTER-SALE SERVICE QUALITY AND EXAMING ITS EF MEASURING THE AFTER SALE SERVICEQUALITY AND EXAMING ITS EFFECTS ONTHE OVERALL CUSTOMER SATISFACTIONAT HONDA AUTO DEALERSNTENTSLIST OF TABLES........................................................VLIST OF FIGI RES....................................................viiABSTRACT...........................................................viiiCHAPTER I INTRODUCTION................................................11.1.Backgr MEASURING THE AFTER SALE SERVICEQUALITY AND EXAMING ITS EFFECTS ONTHE OVERALL CUSTOMER SATISFACTIONAT HONDA AUTO DEALERSound......................................................11.2.Problem statement...............................................31.3.Research objectiveMEASURING THE AFTER SALE SERVICEQUALITY AND EXAMING ITS EFFECTS ONTHE OVERALL CUSTOMER SATISFACTIONAT HONDA AUTO DEALERS
s.............................................51.4.Methodology.....................................................51.5.Study scope...................VIETNAM NATIONAL UNIVERSITY - HO C HI MINH CITY INTERNATIONAL UNIVERSITY SCHOOL OF BUSINESSMEASURING THE AFTER-SALE SERVICE QUALITY AND EXAMING ITS EF MEASURING THE AFTER SALE SERVICEQUALITY AND EXAMING ITS EFFECTS ONTHE OVERALL CUSTOMER SATISFACTIONAT HONDA AUTO DEALERS......................7CHAPTER H LITERATI RE REVIEW..........................................82.1.c ustomer satisfaction..........................................82.2.After-sale sen ice..............................................92.3.Characteristics of the car after-sale service..................1 MEASURING THE AFTER SALE SERVICEQUALITY AND EXAMING ITS EFFECTS ONTHE OVERALL CUSTOMER SATISFACTIONAT HONDA AUTO DEALERS02.5.The importance of the after-sale service quality...............132.6.Conceptual framework...........................................152.7.ImportaMEASURING THE AFTER SALE SERVICEQUALITY AND EXAMING ITS EFFECTS ONTHE OVERALL CUSTOMER SATISFACTIONAT HONDA AUTO DEALERS
nce - Performance analysis (IPA)........................16CHAPTER HI RESEARCH METHODOLOGY......................................193.1.Quantitative apprVIETNAM NATIONAL UNIVERSITY - HO C HI MINH CITY INTERNATIONAL UNIVERSITY SCHOOL OF BUSINESSMEASURING THE AFTER-SALE SERVICE QUALITY AND EXAMING ITS EF MEASURING THE AFTER SALE SERVICEQUALITY AND EXAMING ITS EFFECTS ONTHE OVERALL CUSTOMER SATISFACTIONAT HONDA AUTO DEALERS..................................22VIETNAM NATIONAL UNIVERSITY - HO C HI MINH CITY INTERNATIONAL UNIVERSITY SCHOOL OF BUSINESSMEASURING THE AFTER-SALE SERVICE QUALITY AND EXAMING ITS EFGọi ngay
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