Luận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Luận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city
Luận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city
UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternationa] School of BusinessNguyen Thi Quynh TrangASSESSING THE SERVICE QUALITY AM) CUSTOMER SATISFACTION Luận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city IN RETAIL BANKING SECTOR FROM CUSTOMERS PERSPECTIVE: A COMPARISON BETWEEN STATE-OWNED COMMERCIAL BANKS AND JOINT-STOCK COMMERCIAL BANKS IN HOCHIMINH CITYMASTER OF BUSINESS (Honours)Ho Chi Minh City - Year 2014ACKNOWLEDGEMENTI would like to send my appreciation to Dr. Dinh Cong Khar. who has support Luận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city ed me through my thesis.I would like to send my thanks to ISB-UEH staff that have facilitated my thesis.Moreover. I also want to send my thanks to myLuận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city
friends who supported me in discussing initial questionnaire and respond to my survey.Finally, it would be impossible to say enough about my dear pareUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternationa] School of BusinessNguyen Thi Quynh TrangASSESSING THE SERVICE QUALITY AM) CUSTOMER SATISFACTION Luận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city STRACTThere are many studies recognized that service quality has a strong correlation with customer satisfaction Ulis research aims to assess and compare the service quality between two types of commercial banks: the state-owned banks and joint-stock banks. Although the state-owned banks outperform Luận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city the joint-stock banks 111 many areas such as capitals, customers, profitability; but many researches showed that the joint-stock banks have higher levLuận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city
els of service quality perceived by the customers.Based on the BSQ scale developed by Bahia and Nantel (2000) which included six dimensions of serviceUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternationa] School of BusinessNguyen Thi Quynh TrangASSESSING THE SERVICE QUALITY AM) CUSTOMER SATISFACTION Luận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city nks.The result shows that there ar e significant differences between two types of banks 111 term of customer satisfaction and the degree of important attached to various dimensions of sen ice quality. The result also suggested that the type of banks affect level of customer satisfaction. This study Luận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city has some implications for state-owned banks to recognize then weakness 111 management system, and HR strategies.Key words: service quality, customer sLuận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city
atisfaction, retail banking service.TABLE OF CONTENTSCHAPTER 1: INTRODUCTION1.1Research background and problem statement............................11UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternationa] School of BusinessNguyen Thi Quynh TrangASSESSING THE SERVICE QUALITY AM) CUSTOMER SATISFACTION Luận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city thodology..........................................................51.5Structure of the research............................................6CHAPTER 2: LITERATURE REVIEW...................................................72.1Retail banking services..............................................72.2Ser Luận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city vice quality......................................................92.2.1Service quality definition......................................92.2.2ServiceLuận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city
quality and customer satisfaction.....................102.2.3Measuring service quality.....................................122.2.3.1Service quality diUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternationa] School of BusinessNguyen Thi Quynh TrangASSESSING THE SERVICE QUALITY AM) CUSTOMER SATISFACTION Luận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city ..................172.2.3.4 The research hypotheses.................................18CHAPTER 3: RESEARCH METHODOLOGY...............................................24 Luận văn thạc sĩ assecting the sevice quality and customer satifation in retail banking sector from customers perspective, a comparison between state owned commercial banks ang jonit stock commerical banks in hochiminh city UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternationa] School of BusinessNguyen Thi Quynh TrangASSESSING THE SERVICE QUALITY AM) CUSTOMER SATISFACTIONGọi ngay
Chat zalo
Facebook