Luận văn thạc sĩ UEH factors influencing customer loyalty, a case study of internet users in ho chi minh city
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Luận văn thạc sĩ UEH factors influencing customer loyalty, a case study of internet users in ho chi minh city
MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIM1NH CITYNGUYEN THI XUAN HANGFACTORS INFLUENCING CUSTOMER LOYALTYA CASE STUDY OF INTERN Luận văn thạc sĩ UEH factors influencing customer loyalty, a case study of internet users in ho chi minh city NET USERSIN HO CHI MINH CITYMajorMajor CodeBusiness Administration60.34.05ECONOMICS MASTER THESISSupervisor: Dr. Tran Ha Minh QuanHCM CITY-2012ACKNOWLEDGEMENTSDuring working on this thesis. I have teamed a lot and tried my best. I would like to sincerely thank all the people who helped me to complet Luận văn thạc sĩ UEH factors influencing customer loyalty, a case study of internet users in ho chi minh city e this thesis.I would like to express my gratitude towards my supervisor Dr. Iran Ha Minh Quan for his patience, helpful guidance, support and contribLuận văn thạc sĩ UEH factors influencing customer loyalty, a case study of internet users in ho chi minh city
ution. And there is a special thank to my husband who always supports me in every situation.We also appreciate all the respondents who participated inMINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIM1NH CITYNGUYEN THI XUAN HANGFACTORS INFLUENCING CUSTOMER LOYALTYA CASE STUDY OF INTERN Luận văn thạc sĩ UEH factors influencing customer loyalty, a case study of internet users in ho chi minh city your valuable lime.iiiABSTRACTThe purpose of this study to examine whether customer satisfaction, switching cost, price perception, and corporate image are antecedents of customer loyally in the context of the internet service market in Ho Chi Minh city. We explore the key antecedent of customer lo Luận văn thạc sĩ UEH factors influencing customer loyalty, a case study of internet users in ho chi minh city yalty, and the difference in Customer Loyally among lhe three career groups.rhe findings show that all of those 4 factors positively influence customeLuận văn thạc sĩ UEH factors influencing customer loyalty, a case study of internet users in ho chi minh city
r loyalty. In addition. Customer satisfaction is a key antecedent of Customer Loyalty. I urlhcrmorc, there is the different level of Customer Loyalty MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIM1NH CITYNGUYEN THI XUAN HANGFACTORS INFLUENCING CUSTOMER LOYALTYA CASE STUDY OF INTERN Luận văn thạc sĩ UEH factors influencing customer loyalty, a case study of internet users in ho chi minh city he implication based on the result of the study as well as further research of the study were also represented in this paper.Keywords: Customer Loyalty: Customer Satisfaction: Switching cost: Corporate Image: Price Perception: ISP (Internet Service Provider)ivCONTENTSCHAPTER 1: INTRODUCTION1.1Resear Luận văn thạc sĩ UEH factors influencing customer loyalty, a case study of internet users in ho chi minh city ch background.......................................11.2Problem statement.........................................21.3Research questions and objectiveLuận văn thạc sĩ UEH factors influencing customer loyalty, a case study of internet users in ho chi minh city
s.........................31.4Research limitation......................................41.5Thesis structure.........................................4CMINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIM1NH CITYNGUYEN THI XUAN HANGFACTORS INFLUENCING CUSTOMER LOYALTYA CASE STUDY OF INTERN Luận văn thạc sĩ UEH factors influencing customer loyalty, a case study of internet users in ho chi minh city 1.2Definition of customer loyalty........................7MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIM1NH CITYNGUYEN THI XUAN HANGFACTORS INFLUENCING CUSTOMER LOYALTYA CASE STUDY OF INTERNGọi ngay
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