Luận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Luận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam
Luận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam
MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOC H1MINH CITY ------------------oOo--PHAM THANH LONGEFFECTS OF NEGATIVE AM) POSITIVE SWIT Luận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam TCHINGBARRIERS TO CUSTOMER SATISFACTION AM)CUSTOMER RETENTIONA STUDY OF MOBILE SERVICE USERS IN VIETNAM-MASTER OF BUSINESS ADMINISTRATION THESISHo Chi Minh City-2011MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCHIMINH CITY ------------------oOo--PHAM THANH LONGEFFECTS OF NEGATIVE AM) Luận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam POSITIVE SWITCHING BARRIERS TO CUSTOMER SATISFACTION AM) CUSTOMER RETENTIONA STUDY OF MOBILE SERVICE USERS IN VIETNAMMajor:Business AdministrationMajLuận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam
or Code:60.34.05MASTER OF BUSINESS ADMINISTRATION THESISSupervisor: DR. TRAN HA MINH QUANHo Chi Minh City - 2011tlifACKNOWLEDGEMENTThis thesis is the MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOC H1MINH CITY ------------------oOo--PHAM THANH LONGEFFECTS OF NEGATIVE AM) POSITIVE SWIT Luận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam express my gratitude and sincere thanks all of themrhe first person I would like to thank is my direct supervisor Dr I ran Ha Minh Quan. During these years I have known him to be a sympathetic and principlecentered person. I owe him a lol of gratitude for having shown me this way of research.I would Luận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam like to express my sincere gratitude to all of my teachers at Faculty of Business Administration and Post-graduate Faculty, University of Economics HLuận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam
o ('hi Minh City for their leaching and guidance during my MBA course.I would like to specially express my thanks to all of my classmates, my friends MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOC H1MINH CITY ------------------oOo--PHAM THANH LONGEFFECTS OF NEGATIVE AM) POSITIVE SWIT Luận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam encouragement dedicating to me. For then never-ending support and the sense of security they have given when I wanted it most. I dedicate this thesis to them.1ABSTRACTCustomer retention IS a concept getting more and more attention in business nowadays as loyal customers arc considered as vital comp Luận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam onents to organizational success. Companies today strive to identify and manage effective methods to retain then-customers as many as possible. Even tLuận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam
hough some research papers have been published globally on sen ice sectors, including mobile telecommunication services, veiy limited studies have beeMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOC H1MINH CITY ------------------oOo--PHAM THANH LONGEFFECTS OF NEGATIVE AM) POSITIVE SWIT Luận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam on is not enough to provide explanation to customer retention because in a lol of cases, customers arc not freely to choose or switch between suppliers. There are different types of constraints identified as switching barriers have effect to customer satisfaction and customer retention. Some previou Luận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam s studies investigated the impact of sw itching barriers as a uni-dimensional concept and it has mediating effect to die linkage between customer satiLuận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam
sfaction and customer retention. Just a very few studies went further to divide switching barriers into ‘positive elements’ and ‘negative elements' anMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOC H1MINH CITY ------------------oOo--PHAM THANH LONGEFFECTS OF NEGATIVE AM) POSITIVE SWIT Luận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam ntion in mobile telecommunication service and classify them into positive and negative category'. Secondly, we will use a path analysis of the empirical data in Vietnam to examine the impact of these 2 different categories into customer satisfaction and customer retention.Keywords: Customer retentio Luận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam n, purchase retention, customer satisfaction, switching harrier, customer loyalty', mobile sen ice11CONTENTSAcknowledgement...........................Luận văn thạc sĩ effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam
........................... iAbstract............................................................ iiContents..........................................MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOC H1MINH CITY ------------------oOo--PHAM THANH LONGEFFECTS OF NEGATIVE AM) POSITIVE SWITMINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOC H1MINH CITY ------------------oOo--PHAM THANH LONGEFFECTS OF NEGATIVE AM) POSITIVE SWITGọi ngay
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