Luận văn thạc sĩ tiếng anh customer satisfaction assessment for quality of customer service at thinh vuong commercial jointstock bank
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Luận văn thạc sĩ tiếng anh customer satisfaction assessment for quality of customer service at thinh vuong commercial jointstock bank
NATIONAL ECONOMIC UNIVERSITYBUSINESS SCHOOL E-BBA PROGRAMCUSTOMER SATISFACTION ASSESSMENT FOR QUALITY OF CUSTOMER SERVICE AT THINH VUONG COMMERCIAL JO Luận văn thạc sĩ tiếng anh customer satisfaction assessment for quality of customer service at thinh vuong commercial jointstock bank OINTSTOCK BANKBachelor of Business Administration in English (E-BBA) ThesisSupervisor :Associate professor Ph.D Vu Thanh HungStudent:Nguyen Tu AnhClass:E-BBA 7 AHANOI, 2019ACKNOWLEDGEMENTThis thesis has been completed al Vietnam Prosperity Joint Stock Commercial Bank. In order to get this essay, I w Luận văn thạc sĩ tiếng anh customer satisfaction assessment for quality of customer service at thinh vuong commercial jointstock bank ould like to express my sincere and deepest gratitude to Vietnam Prosperity Commercial Joint Stock Bank Lang Ila , the business department and especiaLuận văn thạc sĩ tiếng anh customer satisfaction assessment for quality of customer service at thinh vuong commercial jointstock bank
lly to thank Mrs. Minh Iluycn for his direct wholeheartedly guide and help me. Thanks to these valuable guidance, during the process of deploying, resNATIONAL ECONOMIC UNIVERSITYBUSINESS SCHOOL E-BBA PROGRAMCUSTOMER SATISFACTION ASSESSMENT FOR QUALITY OF CUSTOMER SERVICE AT THINH VUONG COMMERCIAL JO Luận văn thạc sĩ tiếng anh customer satisfaction assessment for quality of customer service at thinh vuong commercial jointstock bank to convey usefill scientific knowledge to myself in the past years and especially my instructor Ph.D Vu Thanh Hung has made valuable comments, helping me to complete this research paper1 would like to send my deepest gratitude to the bank lor creating all favorable conditions to help me collect dat Luận văn thạc sĩ tiếng anh customer satisfaction assessment for quality of customer service at thinh vuong commercial jointstock bank a and necessary research materials related to the graduation topic easily and conveniently.I would like to acknowledge the effort and valuable and entLuận văn thạc sĩ tiếng anh customer satisfaction assessment for quality of customer service at thinh vuong commercial jointstock bank
husiastic contributions of you who have contributed their ideas and helped me to develop, investigate and collect the data. In order to achieve the suNATIONAL ECONOMIC UNIVERSITYBUSINESS SCHOOL E-BBA PROGRAMCUSTOMER SATISFACTION ASSESSMENT FOR QUALITY OF CUSTOMER SERVICE AT THINH VUONG COMMERCIAL JO Luận văn thạc sĩ tiếng anh customer satisfaction assessment for quality of customer service at thinh vuong commercial jointstock bank ment and encouragement of the family's deep sympathy.Finally, 1 look forward to receiving the contributions, comments and criticisms from the teachers and all readers.1TABLE OF CONTENTS ACKNOWLEDGEMENT......................................................1ABBREVIATIONS............................... Luận văn thạc sĩ tiếng anh customer satisfaction assessment for quality of customer service at thinh vuong commercial jointstock bank .........................5LIST OF MODEL........................................................6LIST OF TABLE.........................................Luận văn thạc sĩ tiếng anh customer satisfaction assessment for quality of customer service at thinh vuong commercial jointstock bank
...............7EXECUTIVE SUMMARY....................................................8CHAPTER 1 INTRODUCTION..........................................NATIONAL ECONOMIC UNIVERSITYBUSINESS SCHOOL E-BBA PROGRAMCUSTOMER SATISFACTION ASSESSMENT FOR QUALITY OF CUSTOMER SERVICE AT THINH VUONG COMMERCIAL JO Luận văn thạc sĩ tiếng anh customer satisfaction assessment for quality of customer service at thinh vuong commercial jointstock bank search question..............................................101.4.Research methodology...........................................101.5.Research scope.................................................111.6.Report structure...............................................11CHAPTER 2: THEORICAL BACKGROUN Luận văn thạc sĩ tiếng anh customer satisfaction assessment for quality of customer service at thinh vuong commercial jointstock bank DON CUSTOMERSATISFACTION TOWARD SERVICE QUALITYOF VPBANK ANDRESEARCH -MODEL OF CUSTOMER ( ARE SERVICE...........................122.1.Service, serviceLuận văn thạc sĩ tiếng anh customer satisfaction assessment for quality of customer service at thinh vuong commercial jointstock bank
quality and customer care.....................122.1.1.Service......................................................122.1.2.Service quality...........NATIONAL ECONOMIC UNIVERSITYBUSINESS SCHOOL E-BBA PROGRAMCUSTOMER SATISFACTION ASSESSMENT FOR QUALITY OF CUSTOMER SERVICE AT THINH VUONG COMMERCIAL JO Luận văn thạc sĩ tiếng anh customer satisfaction assessment for quality of customer service at thinh vuong commercial jointstock bank .......................182.2.1.Defination of customer satisfaction..........................18NATIONAL ECONOMIC UNIVERSITYBUSINESS SCHOOL E-BBA PROGRAMCUSTOMER SATISFACTION ASSESSMENT FOR QUALITY OF CUSTOMER SERVICE AT THINH VUONG COMMERCIAL JOGọi ngay
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