Luận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Luận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry
Luận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry
UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessTran Nguyen Anh TuanFACTORS AFFECTING CUSTOMER LOYALTY IN THE VIETNAMESEBANKIN Luận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry NG INDUSTRYMASTER OF BUSINESS (Honours)Ho Chi Minh City - Year 2014ABSTRACTWith a population of 91 million consumers and economic growth rate averaged 6.57 percent from 2006 until 2012. Vietnam lias been an attractive foreign investment destination. Therefore, the competition lias been gradually inc Luận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry reasing. Banking industry IS no exception as It has high interaction with the customers, so managers have to understand the factors which influence thLuận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry
e loyalty of customers towards their respective banks. According to Afsar et al. (2010). "it is always costly to attract new customers, so the managerUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessTran Nguyen Anh TuanFACTORS AFFECTING CUSTOMER LOYALTY IN THE VIETNAMESEBANKIN Luận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry the organizations’.Based on that, the study was carried out to reveal the impact of corporate image, service quality, customer satisfaction, switching cost and trust on customer loyalty U1 the Vietnamese banking industry.Tins study gathered survey data from a convenience sample of 252 consumers are Luận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry living and working in Ho Chi Minh City. The results demonstrate that corporate image, customer satisfaction and switching cost have positive relationsLuận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry
hips with customer loyalty. The relationships of these factors aie studied and the SPSS software is used to analyze the data gathered from the respondUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessTran Nguyen Anh TuanFACTORS AFFECTING CUSTOMER LOYALTY IN THE VIETNAMESEBANKIN Luận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry arch process, lie had devoted his valuable lime and efforts in patiently guiding me to complete this study. Ĩ would like to convey my special tlianks to him tor his assistance and encouragement.1 would like to express Ill) gratitude lo all 1SB staffs dial supported necessary materials and helped sum Luận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry mit my papers. Especially, Ĩ would like to give my special tlianks my family tor supporting me spiritually throughout my life.Ĩ thank my friends and cLuận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry
olleagues who provided much needed inspiration and support during this time.Ho Chi Minh City, Viet NamI ran Nguyen Anh TuaniiTABLE OF CONTENTSAbstractUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessTran Nguyen Anh TuanFACTORS AFFECTING CUSTOMER LOYALTY IN THE VIETNAMESEBANKIN Luận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry ...............iiTables of content.....................................................................inList of tables........................................................................viList of figures.......................................................................viiChapter 1: Introdu Luận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry ction...............................................................11.1Background....................................................................Luận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry
..11.2Resear ch problem...............................................................21.3Research questions..........................................UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessTran Nguyen Anh TuanFACTORS AFFECTING CUSTOMER LOYALTY IN THE VIETNAMESEBANKIN Luận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry ......................................31.6Outline of study................................................................3Chapter 2: Literature review..........................................................52.1Customer loyalty................................................................52.2Fac Luận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry tors affecting customer loyalty..............................................62.2.1Customer satisfaction..............................................Luận văn thạc sĩ factors affecting customer loyalty in the vietnamese banking industry
............6UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessTran Nguyen Anh TuanFACTORS AFFECTING CUSTOMER LOYALTY IN THE VIETNAMESEBANKINUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessTran Nguyen Anh TuanFACTORS AFFECTING CUSTOMER LOYALTY IN THE VIETNAMESEBANKINGọi ngay
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