Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city
Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city
https://khothu vien .comIT--------------------i s s..Mb ÃVIETNAM - NETHERLANDSprogramme form.a in development ^7#ECONOMICSDETERMINANTS OF CUSTOMER LOY Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city YALTYIN RETAIL BANKING IN HO CHI MINH CITYBYPHAM TH1 THU HAMDE CLASS 15“A thesis was submitted in partial fulfillment of the requirements for the Master of Development Economics degree (MDE) of Vietnam- Netherlands program for M.A in Development Economics”July, 2011ACKNOWLEGEMENTS1 am greatly thankf Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city ul to my supervisor. Dr Cao Hao Thi. whose valuable advice and guidance at every stage of my thesis to help me to develop an understanding of this resLuận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city
earch.I also give thanks to all professors, tutors. MDE staff for giving me academic knowledge and advice and my classmates for encouragement to complhttps://khothu vien .comIT--------------------i s s..Mb ÃVIETNAM - NETHERLANDSprogramme form.a in development ^7#ECONOMICSDETERMINANTS OF CUSTOMER LOY Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city ting data for this study.Finally. I would like to give special thanks to my parents, aunt and sister and friends who give me great and warm support me to follow this MDE program.In spite of my endeavour, this study may have many shortcomings and limitations. I am looking forward to receive suggestio Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city ns and opinions of teachers and colleagues.ABSTRACTWith the development of financial market in Vietnam especially retail banking sector, bank managersLuận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city
should have many strategies to keep customers stay with their banks longer. The bank mangers focus on the loyalty of their customers because they knohttps://khothu vien .comIT--------------------i s s..Mb ÃVIETNAM - NETHERLANDSprogramme form.a in development ^7#ECONOMICSDETERMINANTS OF CUSTOMER LOY Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city impact the factors that influence customer loyalty to compete with the other banks. This study focuses on two objectives: identifying the determinants of customer loyally in retail banking in Ho Chi Minh city, and based on the results to give recommendations to improve the loyalty of state-owned ba Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city nks’ customers, in this case, it is Victcombank. The qualitative and quantitative method will be applied to find out the determinants of customer loyaLuận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city
lty in retail banking. The findings of this research show that factors which affect customer loyalty are Service Quality. Price and Switching Cost. Thhttps://khothu vien .comIT--------------------i s s..Mb ÃVIETNAM - NETHERLANDSprogramme form.a in development ^7#ECONOMICSDETERMINANTS OF CUSTOMER LOY Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city oefficient 0-327), Switching Cost (0.301). Based on the findings, recommendations for Vietcombank to improve customer loyally such as: diversifying distribution channels and service-products, different price strategics for each kind of customers, some special program for VIP customers, etc... Phis s Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city tudy only makes survey on 8 banks in HCMC. there are 2 stale-owned banks (Vietcombank and Agribank). 2 private-owned banks (ACB and VIBBank). 2 joint-Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city
venture banks (Indovina Bank and Vid Public) and 2 foreign-owned banks (HSBC and Citibank). It should be widen to more banks, big areas to increase thhttps://khothu vien .comIT--------------------i s s..Mb ÃVIETNAM - NETHERLANDSprogramme form.a in development ^7#ECONOMICSDETERMINANTS OF CUSTOMER LOY Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city vice quality. Price, switching cost, customer loyalty, retail banking.iiTABLE OF CONTENTSACKNOWLEDGEMENTS...................................................iABSTRACT • •••♦•••••••••••••••••••••••••••a ••••••»• f•••••••• IITABLE OF CONTENTS..................................................iiiLIST OF Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city FIGURES......................... ..........................viLIST OF TABLES.....................................................viABBREVIATIONS.......Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city
...............................................viiCHAPTER I: INTRODUCTION............................................p. 11.1Research Statement........https://khothu vien .comIT--------------------i s s..Mb ÃVIETNAM - NETHERLANDSprogramme form.a in development ^7#ECONOMICSDETERMINANTS OF CUSTOMER LOY Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city ...........................p. 21.4Research Scope.................................................p. 21.5Research Structure.............................................p. 2CHAPTER II: LITERATURE REVIEW......................................p. 4 Luận văn thạc sĩ determinants of customer loyalty in retail banking in ho chi minh city https://khothu vien .comIT--------------------i s s..Mb ÃVIETNAM - NETHERLANDSprogramme form.a in development ^7#ECONOMICSDETERMINANTS OF CUSTOMER LOYGọi ngay
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