Luận văn thạc sĩ customer satifaction and switching intentions, a study of retail banking
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Luận văn thạc sĩ customer satifaction and switching intentions, a study of retail banking
UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNGO TUAN TAICUSTOMER SATISFACTION AND SWITCHING INTENTIONS: A STUDY OF RETAIL Luận văn thạc sĩ customer satifaction and switching intentions, a study of retail banking BANKINGMASTER OF BUSINESS (Honours)Ho Chi Minh Citv - Year 2014UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School or BusinessNGO TUAN TAICUSTOMER SATISFACTION AND SWITCHING INTENTIONS: A STUDYOF RETAIL BANKINGID:22110051MASTER OF BUSINESS (Honours)SUPERVISOR: DR. LE NGUYEN HAlHo Chi Minh Luận văn thạc sĩ customer satifaction and switching intentions, a study of retail banking Citv - Year 2014ACKNOWLEDGMENTI would like to express my deep gratitude, special appreciation and thanks to my supervisor Dr. Le Nguyen Hau. I would lLuận văn thạc sĩ customer satifaction and switching intentions, a study of retail banking
ike to thank Dr. Hau for encouraging my research and for his valuable time and efforts in guiding me to complete this study.I would like to thank all UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNGO TUAN TAICUSTOMER SATISFACTION AND SWITCHING INTENTIONS: A STUDY OF RETAIL Luận văn thạc sĩ customer satifaction and switching intentions, a study of retail banking y special thanks to Professor Nguyen Dmh Tho who provided me with the appropriate orientations of my studyI would like to thank to my friends who assisted me in distributing my questionnaires to the respondents and all respondents who spent their valuable time in completing my questionnaires.I would Luận văn thạc sĩ customer satifaction and switching intentions, a study of retail banking like to thank the board of directors of Aardwolf Company, who sympathized with me and gave me facilities during the last two years enabling me to comLuận văn thạc sĩ customer satifaction and switching intentions, a study of retail banking
plete both my jobs and study.Finally, a special thanks to my family. Il’s very hard to express how grateftil I am to my mother, wife and son They are UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNGO TUAN TAICUSTOMER SATISFACTION AND SWITCHING INTENTIONS: A STUDY OF RETAIL Luận văn thạc sĩ customer satifaction and switching intentions, a study of retail banking st and develop in such intense competition, bank managements must develop customer-oriented strategics to maintain their bank’s market shares. In this industry, the retail banking products and services arc closely identical, additionally their prices arc competitive giving consumers an ability to pu Luận văn thạc sĩ customer satifaction and switching intentions, a study of retail banking rchase those financial products and services from various banks or financial companies. Subsequently, consumers arc also more prone to change their cuLuận văn thạc sĩ customer satifaction and switching intentions, a study of retail banking
rrent bankers. Hence, how does a bank prevent their customers from switching to other banks? What is the distinction among the banks as a foundation fUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNGO TUAN TAICUSTOMER SATISFACTION AND SWITCHING INTENTIONS: A STUDY OF RETAIL Luận văn thạc sĩ customer satifaction and switching intentions, a study of retail banking s that perceived bank reputation IS a distinctive factor among the various banks Hence, the mam aim of this study is to investigate the effects of various components of customer satisfaction on perceived bank reputation, and also determine the impact of the perceived bank reputation on customer inte Luận văn thạc sĩ customer satifaction and switching intentions, a study of retail banking ntions to switch. The data for tins study was obtained from 198 retail banking consumers in Ho C1Ũ Minh City and Binh Duong province. The analysis resLuận văn thạc sĩ customer satifaction and switching intentions, a study of retail banking
ults revealed the perceived bank reputation is impacted by customer satisfaction of branches and image, and it plays an important role in lessening thUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNGO TUAN TAICUSTOMER SATISFACTION AND SWITCHING INTENTIONS: A STUDY OF RETAIL Luận văn thạc sĩ customer satifaction and switching intentions, a study of retail banking duction ........................................................11.1.Research background................................................11.2.Research objectives and questions..................................5 Luận văn thạc sĩ customer satifaction and switching intentions, a study of retail banking UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNGO TUAN TAICUSTOMER SATISFACTION AND SWITCHING INTENTIONS: A STUDY OF RETAILGọi ngay
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