Trust and commitment in online shopping in vietnam antecedents and consequences

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Trust and commitment in online shopping in vietnam antecedents and consequences

VIETNAM NATIONAL UNB ERSITY, HANOISCHOOL OF BUSINESSNGl YEN THANH TRUNG HIEUTRUST AND COMMITMENT IN ONLINE SHOPPING IN MET NAM, ANTECEDENTS AND CONSEQ

Trust and commitment in online shopping in vietnam antecedents and consequences QUENCESMajor: Business AdministrationCode: 60 34 05MASTER OF BUSINESS ADMINISTRATION THESISSupervisors: Dr. Tran Doan KimHanoi - 2011TABLE OF CONTENTS

ACKNOWLEGEMENT......................................iABSTRACT...........................................iiTÓM TAT..................................... Trust and commitment in online shopping in vietnam antecedents and consequences

.......ivTABLE OF CONTENTS..................................viLIST OF TABLES...................................viiiLIST OF FIGURES....................

Trust and commitment in online shopping in vietnam antecedents and consequences

................ixCHAPTER I INTRODUCTION..............................11.1.BACKGROUND....................................11.2.PURPOSES AND RESEARCH QU

VIETNAM NATIONAL UNB ERSITY, HANOISCHOOL OF BUSINESSNGl YEN THANH TRUNG HIEUTRUST AND COMMITMENT IN ONLINE SHOPPING IN MET NAM, ANTECEDENTS AND CONSEQ

Trust and commitment in online shopping in vietnam antecedents and consequences IEW........................52.1CUSTOMER RELATIONSHIP MANAGEMENT...............52.1.1Trust......................................72.1.2. Commitment.....

..........................112.1.3Loyalty...................................162.1.4Retention.................................172.1.5'I he relationship Trust and commitment in online shopping in vietnam antecedents and consequences

among commitment, trust, loyalty and retention.. 172.2METIIOD OF STATISCAL ANALYSIS ...............242.2.1Correlation analysis.......................2

Trust and commitment in online shopping in vietnam antecedents and consequences

42.2.2Multiple Regression.........................24CHAPTER 3: METHODOLOGY.............................303.1RESEARCH STRATEGY.........................

VIETNAM NATIONAL UNB ERSITY, HANOISCHOOL OF BUSINESSNGl YEN THANH TRUNG HIEUTRUST AND COMMITMENT IN ONLINE SHOPPING IN MET NAM, ANTECEDENTS AND CONSEQ