Luận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Luận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry
Luận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry
UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessVAN THI YEN NHIANTECEDENTS AND OUTCOME OF CUSTOMER SATISFACTION:A STUDY OF VIE Luận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry ETNAMESE CUSTOMERS IN THE MOBILE TELECOM INDUSTRYMASTER OF BUSINESS (Honours)Ho Chi Minh City - Year 20121ABSTRACTCustomer retention is a concept gaining more and more attention in today’s business when loyal customers are considered as essential components to organizational success. Therefore, corp Luận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry orations, strive to identify and manage effective methods to retain their customers more and more. Customer retention will lead the company of havingLuận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry
more loyal customers and as a result more profit and market share.The effect of switching barrier, customer satisfaction, envữonmental dynamism, etc oUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessVAN THI YEN NHIANTECEDENTS AND OUTCOME OF CUSTOMER SATISFACTION:A STUDY OF VIE Luận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry customer retention that have been subject to much less attention from researchers. Especially, not enough studies have been conducted on subject of the mobile telecommunication services industry in Vietnam.The present research studied switching cost, investment in the relationship, attractiveness al Luận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry ternative and interpersonal relationship of switching barriers and theirs relationships with customer satisfaction and retention in the Vietnam mobileLuận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry
telecommunication market. Besides, to identify variables that influence customer satisfaction and retention based on literature and will to canv out UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessVAN THI YEN NHIANTECEDENTS AND OUTCOME OF CUSTOMER SATISFACTION:A STUDY OF VIE Luận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry ching barriers, switching cost, investment relationship, attractiveness alternative, interpersonal relationship, customer satisfaction, customer retention.2ACKNOWLEDGEMENTIt is a pleasure to thank the many people who made this thesis possible.Tins thesis is a result of months of work in which I have Luận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry been accompanied and supported by many people. It is fantastic that I now have the opportunitv to express my gratitude and sincere thanks to them allLuận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry
.The first person I would like to thank is my direct supervisor. Dr Nguyen Till Mai Trang Her enthusiastic and integral view on research has made a deUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessVAN THI YEN NHIANTECEDENTS AND OUTCOME OF CUSTOMER SATISFACTION:A STUDY OF VIE Luận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry Iwould also like to thank the faculty of ISB International Institute - University of Economic Ho Chi Minh City. And especially, I am deeply gratefill Professor Nguyen Dinh Tho PHD. who have shown me this way of research and been great efforts to explain things clearly and simply, through the Researc Luận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry h Design for Master Thesis subject and Data analysis by SPSS.I feel deep sense of gratitude for the leaderships of VNPT Dong Nai Company and especiallLuận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry
y Director Nguyen Minh Tam who have supported and got opportunities on my work and thesis.I wish to thank my entire extended family and especially to UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessVAN THI YEN NHIANTECEDENTS AND OUTCOME OF CUSTOMER SATISFACTION:A STUDY OF VIE Luận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry hiDong Nai. November 20123TABLE OF CONTENTSABSTRACT.................................................1ACKNOWLEDGEMENT..........................................2TABLE OF CONTENTS........................................3LIST OF TABLE............................................6LIST OF FIGURES.......... Luận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry ................................7CHAPTER 1................................................81INTRODUCTION..........................................81.1Luận văn thạc sĩ antecedents and outcome of customer satissfaction, a study of vietnamese customers in the mobile telecom industry
BACKGROUND..........................................81.2PROBLEM DIFINITION AND RESEARCH QUESTIONS..........101.3RESEARCH OBJECTIVES...................UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessVAN THI YEN NHIANTECEDENTS AND OUTCOME OF CUSTOMER SATISFACTION:A STUDY OF VIEUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessVAN THI YEN NHIANTECEDENTS AND OUTCOME OF CUSTOMER SATISFACTION:A STUDY OF VIEGọi ngay
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