Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạm

Loại tài liệu: PDF

Số trang: 84 Trang

Tài liệu: ✅ ĐÃ ĐƯỢC PHÊ DUYỆT

TẢI VỀ

Nội dung chi tiết: Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

VIETNAM NATIONAL UNIVERSITY, HANOI SCHOOL OF BUSINESSNguyen Quynh TrangSERVICE QUALITY AND CUSTOMER SERVICE PERFORMANCE - THE CASE OF VIETNAM JOINT ST

Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises TOCK COMMERCIAL BANK FOR PRIVATE ENTERPRISESMajor: Business AdministrationCode: 60 34 05MASTER OF BUSINESS ADMINISTRATION THESISSUPERVISORS:1Dr.PHAM T

HI NHUAN2DANG NGOC SI’, MBAHanoi - 2007TABLE OF CONTENTSACKNOWLEDGEMENTS..........................................................iABSTRACT........... Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

.......................................................iiTÓM TẤT...................................................................ivTABLE OF CONTENTS

Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

.........................................................viLIST OF ABBREVIATIONS.....................................................viiiLIST OF FIGUR

VIETNAM NATIONAL UNIVERSITY, HANOI SCHOOL OF BUSINESSNguyen Quynh TrangSERVICE QUALITY AND CUSTOMER SERVICE PERFORMANCE - THE CASE OF VIETNAM JOINT ST

Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises ..............................................................11Rationale..............................................................12Objectives &

aims......................................................13Hypotheses.............................................................24Scope of work.... Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

......................................................25Data resource & processing.............................................36Methods & approaches.

Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

..................................................37Significance...........................................................38Limitations..............

VIETNAM NATIONAL UNIVERSITY, HANOI SCHOOL OF BUSINESSNguyen Quynh TrangSERVICE QUALITY AND CUSTOMER SERVICE PERFORMANCE - THE CASE OF VIETNAM JOINT ST

Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises ..........................................411Thesis structure......................................................4PART 1: LITERATURE REVIEW AND RESE

ARCH METHODOLOGY........................6CHAPTER 1: LITERATURE REVIEW..............................................61.1The nature of services and Char Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

acteristics of services................61.1.1Why smdy senices?..............................................61.1.2What is sen ice?....................

Service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

...........................61.1.3Characteristics of sen ices....................................61.2Managing sen ice quality..........................

VIETNAM NATIONAL UNIVERSITY, HANOI SCHOOL OF BUSINESSNguyen Quynh TrangSERVICE QUALITY AND CUSTOMER SERVICE PERFORMANCE - THE CASE OF VIETNAM JOINT ST