Luận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Luận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry
Luận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry
UNIVERSITY OF ECONOMICS HO cm MINII CITYl.\'ỈEiL\ATiO.\AL SCHOOL 01 BCSLSLSSTRINH KIM IIOACustomer Satisfaction and Customer Loyalty in Vietnamese Mob Luận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry bile Telecommunication IndustryMASTER OF BUSINESS (Honours)Supervisor: LUU TRONG TUAN, Ph.l)ACKNOWLEDGEMENTFirstly, 1 would like to express the deepest gratitude to my research supervisor. Dr. Luu Trong Tuan, for his extensive support, suggestions and guidance during the time of doing master thesis. Luận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry Secondly. 1 would like to show luy appreciation and gratefulness to Professor Nguyen Dong Phong, Professor Nguyen Dinh Dio and Dr. Tran Ha Minh Quan fLuận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry
or their dedication and valuable tunes as the members of proposal and draft thesis examination committee. Their comments and recommendations are greatUNIVERSITY OF ECONOMICS HO cm MINII CITYl.\'ỈEiL\ATiO.\AL SCHOOL 01 BCSLSLSSTRINH KIM IIOACustomer Satisfaction and Customer Loyalty in Vietnamese Mob Luận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry g my MBA course at International School of Business-University of Economics HCM city.Lastly, I am so grateful to my MBA classmates, friends and colleagues for their significant contribution and support to the success of this thesis1ABSTRACTIhis study was aimed al mvcstigating three factors (service Luận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry quality, brand linage and price perception) and assessed the degree of the impact of each factor on customer satisfaction, especially- the relationshiLuận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry
p between customer satisfaction and customer loy ally in Vietnamese mobile telecom sector where there have been die existence of the tierce competitioUNIVERSITY OF ECONOMICS HO cm MINII CITYl.\'ỈEiL\ATiO.\AL SCHOOL 01 BCSLSLSSTRINH KIM IIOACustomer Satisfaction and Customer Loyalty in Vietnamese Mob Luận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry th interview) was used to modify- rhe draft questionnaires on the purpose of removing rhe ambiguity and enhance rhe clarity before they was officially launched m tile mam research. Then, the quantitative research was conducted to gather the data for analysis The data was analyzed by three methods, n Luận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry amely. Cronbach’s Alpha analysis. Exploratory Factor Analysis and Standard Multiple Regression.The results indicated that each factor (service qualifyLuận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry
, bl and image, piice perception) has a positive impact on customer satisfaction at the different level as well as a significantly' positive relationsUNIVERSITY OF ECONOMICS HO cm MINII CITYl.\'ỈEiL\ATiO.\AL SCHOOL 01 BCSLSLSSTRINH KIM IIOACustomer Satisfaction and Customer Loyalty in Vietnamese Mob Luận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry the findings and evidence in the extant literature. The study provides the important feedbackhorn customers to mobile telecom suppliers, lhe findings arc expected to be marketing insights for Vietnamese mobile telecom managers so that they can develop the sound marketing strategics in today’s compe Luận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry titive and costly market.Key words: service quality: brand image; price perception: customer satisfaction: customer loyalty; mobile telecommunicationLuận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry
industry.2TABLE OF CONTENTSACKNOWLEDGEMENT....................................................1ABSTRACT...............................................UNIVERSITY OF ECONOMICS HO cm MINII CITYl.\'ỈEiL\ATiO.\AL SCHOOL 01 BCSLSLSSTRINH KIM IIOACustomer Satisfaction and Customer Loyalty in Vietnamese Mob Luận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry HAPTER 1: INTRODUCTION............................................71.1Research background........................................71.2Research problems..........................................81.3Research objectives........................................91.4Research methodology and scopes.......... Luận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry .................101.5Structure of research.....................................11CHAPTER 2: LITERATURE REVIEW......................................13Luận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry
2.1.Overview of mobile telecommunication industry in Vietnam.132.2.Customer loyalty.........................................142.3.Customer satisfactioUNIVERSITY OF ECONOMICS HO cm MINII CITYl.\'ỈEiL\ATiO.\AL SCHOOL 01 BCSLSLSSTRINH KIM IIOACustomer Satisfaction and Customer Loyalty in Vietnamese Mob Luận văn thạc sĩ customer satistaction and customer loyalty in vietnamese mobile telecommunication industry .............19UNIVERSITY OF ECONOMICS HO cm MINII CITYl.\'ỈEiL\ATiO.\AL SCHOOL 01 BCSLSLSSTRINH KIM IIOACustomer Satisfaction and Customer Loyalty in Vietnamese MobGọi ngay
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