Luận văn thạc sĩ UEH testing the influence of factors of customer relationship management on customer loyalty at vietcombank dong nai branch
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Luận văn thạc sĩ UEH testing the influence of factors of customer relationship management on customer loyalty at vietcombank dong nai branch
Luận văn thạc sĩ UEH testing the influence of factors of customer relationship management on customer loyalty at vietcombank dong nai branch
MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOC HIMINH CITYNguyen Anil ĐứcTESTING THE INFLUENCE OFFAC TORS OF CUSTOMER RELATIONSHIP MANA Luận văn thạc sĩ UEH testing the influence of factors of customer relationship management on customer loyalty at vietcombank dong nai branch AGEMENTON CUSTOMER LOYALTY AT VIETC OMBANK DONG NAI BRANCHMASTER THESISHo Chi Minh City, 2011MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYNguyền Anh ĐúcTESTING THE INFLUENCE OF FACTORS OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER LOYALTYAT VIETCOMBANK DONG NAI BRANC HIn Luận văn thạc sĩ UEH testing the influence of factors of customer relationship management on customer loyalty at vietcombank dong nai branch Banking course: 17Ology code: 60.31.12MASTER THESISSupervisor:Professor, Ph.D, Nguyễn Đông PhongHo Chi Minh City, 2011ACKNOWLEDGEMENTI would like toLuận văn thạc sĩ UEH testing the influence of factors of customer relationship management on customer loyalty at vietcombank dong nai branch
express my sincere gratitude to following people for their contribution to my thesis:My academic advisor Professor. Ph.D. Nguyen Dong Phong for his heMINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOC HIMINH CITYNguyen Anil ĐứcTESTING THE INFLUENCE OFFAC TORS OF CUSTOMER RELATIONSHIP MANA Luận văn thạc sĩ UEH testing the influence of factors of customer relationship management on customer loyalty at vietcombank dong nai branch assmates in Banking course 17 for supporting and corporating with me during this course.My colleagues at Vietcombank Dong nai for their great support in collecting data.Respondents, without them, my thesis could not have been done.My family and friends, for supporting and motivating me.Thanks again Luận văn thạc sĩ UEH testing the influence of factors of customer relationship management on customer loyalty at vietcombank dong nai branch for above all. who gave me the strength and courage to complete this thesis.iiABSTRACTThe rapid development of Vietcombank Dong Nai in recent years haLuận văn thạc sĩ UEH testing the influence of factors of customer relationship management on customer loyalty at vietcombank dong nai branch
s raised several problems, customers complain more about banking senices, employees attitude and employees knowledge. And as a result, some of them haMINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOC HIMINH CITYNguyen Anil ĐứcTESTING THE INFLUENCE OFFAC TORS OF CUSTOMER RELATIONSHIP MANA Luận văn thạc sĩ UEH testing the influence of factors of customer relationship management on customer loyalty at vietcombank dong nai branch ffeciency of business. Vietcombank should soon find solutions to solve this problem. In other words. Vietcombank Dong nai should build a customer base to form their loyalty.This study attempts to examine the aspect of Customer Relationship Management (CRM) at Vietcombank Dong Nai. Specifically, it t Luận văn thạc sĩ UEH testing the influence of factors of customer relationship management on customer loyalty at vietcombank dong nai branch ries to identify independent variables of CRM which may influence on customer loyalty, which is considered as an dependent variable. These independentLuận văn thạc sĩ UEH testing the influence of factors of customer relationship management on customer loyalty at vietcombank dong nai branch
variables includes: Two-way communication. Employees Attitude. Employees knowledge and the Efficiency of banking services.In order to gather data, a MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOC HIMINH CITYNguyen Anil ĐứcTESTING THE INFLUENCE OFFAC TORS OF CUSTOMER RELATIONSHIP MANA Luận văn thạc sĩ UEH testing the influence of factors of customer relationship management on customer loyalty at vietcombank dong nai branch lt of realibility testing Cronbach Alpha and factor analysis help to affirm the comformity of measurement scales with the study objectives. By testing hypotheses with multiple regression analysis, this study point out that there exists a relationship between independent variables and dependent varia Luận văn thạc sĩ UEH testing the influence of factors of customer relationship management on customer loyalty at vietcombank dong nai branch ble. In addition, coefficient beta of independent variables help to determine the degree of influence of each variables to customer loyalty.From theseLuận văn thạc sĩ UEH testing the influence of factors of customer relationship management on customer loyalty at vietcombank dong nai branch
findings in data analysis, this study also offers some recommendation, that Vietcombank Dong Nai should spend more resources in order to improve emplMINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOC HIMINH CITYNguyen Anil ĐứcTESTING THE INFLUENCE OFFAC TORS OF CUSTOMER RELATIONSHIP MANAMINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOC HIMINH CITYNguyen Anil ĐứcTESTING THE INFLUENCE OFFAC TORS OF CUSTOMER RELATIONSHIP MANAGọi ngay
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