Improving consumer lending service quality at techcombank
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Improving consumer lending service quality at techcombank
MINISTRY OF EDUCATION AND TRAINING NATIONAL ECONOMICS UNIVERSITY NEU BUSINESS SCHOOLDUONG Till HONG NGAN’IMPROVING CONSUMER LENDING SERVICE QUALITYAT Improving consumer lending service quality at techcombank TECHCOMBANKMASTER OF BUSINESS ADMINISTRATION THESIS 60.34.05SUPERVISOR: DR. DANG NGOC DI c1HANOI-2010AC ’KNOWLEDGEMNETSThe preparation of this thesis has depended on the generous support, assistance of many people, it is a great pleasure to oiler my special thanks to them.Firstly. Ĩ am very gratefu Improving consumer lending service quality at techcombank l to my supervisor Dr Dang Ngoc Due whose insightful comments, suggestions and kindness that helped me a greater deal. This thesis cannot complete witImproving consumer lending service quality at techcombank
hout his valuable assistance.My thanks arc also given to ray friends and teachers in National Economics University Business School, who have helped meMINISTRY OF EDUCATION AND TRAINING NATIONAL ECONOMICS UNIVERSITY NEU BUSINESS SCHOOLDUONG Till HONG NGAN’IMPROVING CONSUMER LENDING SERVICE QUALITYAT Improving consumer lending service quality at techcombank y. 1 would like to thank to the encouragement to tolerance of my friends, my family with their valuable ideas that helped me complete this thesis.2TABLE OF CONTENTSACKNOWLEDGEMNETS........................................................1TABLE OF CONTENTS.............................................. Improving consumer lending service quality at techcombank .........2LIST OF FIGURE..........................................................4LIST OF TABLE......................................................Improving consumer lending service quality at techcombank
.....5EXECUTIVE SUMMARY.......................................................6INTRODUCTION...........................................................MINISTRY OF EDUCATION AND TRAINING NATIONAL ECONOMICS UNIVERSITY NEU BUSINESS SCHOOLDUONG Till HONG NGAN’IMPROVING CONSUMER LENDING SERVICE QUALITYAT Improving consumer lending service quality at techcombank CH QUESTIONS.................................................84.RESEARCH METHODOLOGY...............................................84.1Sources of data.................................................84.2Method of collecting data.......................................94.3Data analysis................ Improving consumer lending service quality at techcombank ...................................95.SCOPES OF RESEARCH AND LIMITATIONS.................................96.RESEARCH STRUCTURE........................Improving consumer lending service quality at techcombank
........................10CHAPTER 1. THEORETICAL BACKGROUND OF CONSUMER LENDINGSERVICE QUALITY........................................................MINISTRY OF EDUCATION AND TRAINING NATIONAL ECONOMICS UNIVERSITY NEU BUSINESS SCHOOLDUONG Till HONG NGAN’IMPROVING CONSUMER LENDING SERVICE QUALITYAT Improving consumer lending service quality at techcombank cteristics of service:..................................11MINISTRY OF EDUCATION AND TRAINING NATIONAL ECONOMICS UNIVERSITY NEU BUSINESS SCHOOLDUONG Till HONG NGAN’IMPROVING CONSUMER LENDING SERVICE QUALITYATGọi ngay
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