Luận văn thạc sĩ call center services and customer loyalty, a study in the vietnamese banking industry

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Luận văn thạc sĩ call center services and customer loyalty, a study in the vietnamese banking industry

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Hong NhungCALL CENTER SERVICES AND CUSTOMER LOYALTYA study in the Vietname

Luận văn thạc sĩ call center services and customer loyalty, a study in the vietnamese banking industry ese banking industryMASTER OF BUSINESS (HONOURS)Ho Chi Minh City - Year 2015UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessL

e Hong NhungCALL CENTER SERVICES AND CUSTOMER LOYALTYA study in the Ỉ ietnmnese blinking industryID:22120061MASTER OF BUSINESS (HONOURS)SUPERVISORS: P Luận văn thạc sĩ call center services and customer loyalty, a study in the vietnamese banking industry

ROF. NGUYEN DONG PHONGDR. NGUYEN PHONG NGUYENHo Chi Minh City - Year 2015TABLE OF CONTENTSABSTRACT....................................................

Luận văn thạc sĩ call center services and customer loyalty, a study in the vietnamese banking industry

.........................4CHAPTER 1: INTRODUCTION..............................................................5Ỉ.1Research background................

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Hong NhungCALL CENTER SERVICES AND CUSTOMER LOYALTYA study in the Vietname

Luận văn thạc sĩ call center services and customer loyalty, a study in the vietnamese banking industry ectives...........................................71.4Research scope and methodology..............................................81.5Thesis Structure

............................................................9CHAPTER 2: LITERATURE REVIEW AND HYPOTHESIS DEVELOPMENT............................112.1T Luận văn thạc sĩ call center services and customer loyalty, a study in the vietnamese banking industry

heoretical foundation.......................................................112.1.1Definition of a call center........................................

Luận văn thạc sĩ call center services and customer loyalty, a study in the vietnamese banking industry

......122.1.2Customer Loyalty.........................................................132.1.3Perceived Customer Orientation...........................

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Hong NhungCALL CENTER SERVICES AND CUSTOMER LOYALTYA study in the Vietname

Luận văn thạc sĩ call center services and customer loyalty, a study in the vietnamese banking industry ..........................172.2Proposed research model and hypotheses.......................................20Figure 1: Conceptual model..............

.......................................21CHAPTER 3 - RESEARCH METHODOLOGY...................................................23Figure 2: Research proce Luận văn thạc sĩ call center services and customer loyalty, a study in the vietnamese banking industry

ss.....................................................243.1Measurement of constructs....................................................243.1.1Percei

Luận văn thạc sĩ call center services and customer loyalty, a study in the vietnamese banking industry

ved service quality................................................25

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of BusinessLe Hong NhungCALL CENTER SERVICES AND CUSTOMER LOYALTYA study in the Vietname