Luận văn thạc sĩ determinants of customer satisfaction in the personal loan service
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Luận văn thạc sĩ determinants of customer satisfaction in the personal loan service
Luận văn thạc sĩ determinants of customer satisfaction in the personal loan service
MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH CITYHOANG THI THANH THANHDETERMINANTS OF CUSTOMER SATISFACTION IN THE PERSONAL Luận văn thạc sĩ determinants of customer satisfaction in the personal loan service LOAN SERVICE:A STUDY OF PUBLIC AND PRIVATE BANKING SECTORS IN HO CHI MINH CH YMUSTER’S THESISInBusiness AdministrationOlogy Code: 60.34.01.02SupervisorAssociate Professor NGUYEN DINH moHo Chi Minh City. 20121ACKNOWLEGEMENTThis research project would not have been possible without the support of man Luận văn thạc sĩ determinants of customer satisfaction in the personal loan service y people. Firstly I would like to express my heartfelt gratitude and deepest appreciation to my supervisor, Associate Professor Nguyen Dinh Tho for hiLuận văn thạc sĩ determinants of customer satisfaction in the personal loan service
s precious guidance, share experience, ceaseless encouragement, and valuable suggestions throughout the course of my research.My thanks would also go MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH CITYHOANG THI THANH THANHDETERMINANTS OF CUSTOMER SATISFACTION IN THE PERSONAL Luận văn thạc sĩ determinants of customer satisfaction in the personal loan service d encouragement.I also wish to thank my friends in Agribank, AC Bank, Sacombank and Eximbank for their great support. My thanks would also go to the respondents, without them, my thesis could not have been done.Finally, I would like to express my deepest gratitude and honor to my dear parents for no Luận văn thạc sĩ determinants of customer satisfaction in the personal loan service t only the love they devote to me but also for the time I took from them which should have been my devotion to them in their aged lime.2ABSTRACTThis sLuận văn thạc sĩ determinants of customer satisfaction in the personal loan service
tudy investigates the main factors of the personal loan service affecting customer satisfaction between public and private banks in I Io Chi Minh cityMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH CITYHOANG THI THANH THANHDETERMINANTS OF CUSTOMER SATISFACTION IN THE PERSONAL Luận văn thạc sĩ determinants of customer satisfaction in the personal loan service ng and the weak points of a business. According to the results, customer satisfaction is positively related to the service. An interesting finding IS that five components of service quality (tangibility, reliability, responsiveness, assurance, and empathy) have a positive and Significant impact on c Luận văn thạc sĩ determinants of customer satisfaction in the personal loan service ustomer satisfaction, which consists of a previous study of Parasuraman (1991). On the other hand, brand image IS an important determinant in relationLuận văn thạc sĩ determinants of customer satisfaction in the personal loan service
with customer satisfaction that is measured by Akviran (1994). The different weights of customer expectation, perceived quality, and perceived value MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH CITYHOANG THI THANH THANHDETERMINANTS OF CUSTOMER SATISFACTION IN THE PERSONAL Luận văn thạc sĩ determinants of customer satisfaction in the personal loan service of customer satisfaction to determine the critical personal loan service dimensions in public and private banks in Ho Chi Minh city.3CONTENTSACKNOWLEGEMENT.........................................]ABSTRACT...............................................2CONTENTS....................................... Luận văn thạc sĩ determinants of customer satisfaction in the personal loan service ........3LIST OF TABLES.........................................6LIST OF FIGURES........................................7CHAPTER 1: INTRODUCTION......Luận văn thạc sĩ determinants of customer satisfaction in the personal loan service
..........................81.1.BACKGROUND OF THE STUDY.........................81.1.1.Vietnamese banking sector....................81.1.2.rhe personalMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH CITYHOANG THI THANH THANHDETERMINANTS OF CUSTOMER SATISFACTION IN THE PERSONAL Luận văn thạc sĩ determinants of customer satisfaction in the personal loan service NT OF THE PROBLEM.......................121.4.RESEARCH OBJECTIVE.............................13MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH CITYHOANG THI THANH THANHDETERMINANTS OF CUSTOMER SATISFACTION IN THE PERSONALGọi ngay
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