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Improve customer service quality the case of techcombank card service

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Nội dung chi tiết: Improve customer service quality the case of techcombank card service

Improve customer service quality the case of techcombank card service

Vietnam national university, HANOI school of businessPhạm Thị HưongIMPROVE CUSTOMER SERVICE QUALITY THE CASE OF TECHCOMBANK CARD SERVICEMajor: Busines

Improve customer service quality the case of techcombank card service ss AdministrationCode: 60 34 05Master of business administration thesisSupervisors:Dr. Tran Đoan KimHanoi - 2010TABLE OF CONTENTSACKNOWLEDGEMENTS.....

.............................................iABSTRACT.........................................................iiTÓM TÁT.............................. Improve customer service quality the case of techcombank card service

............................ivTABLE OF CONTENTS................................................viLIST OF TABLES.......................................

Improve customer service quality the case of techcombank card service

............ixLIST OF FIGI RES.................................................xiINTRODUCTION......................................................1C

Vietnam national university, HANOI school of businessPhạm Thị HưongIMPROVE CUSTOMER SERVICE QUALITY THE CASE OF TECHCOMBANK CARD SERVICEMajor: Busines

Improve customer service quality the case of techcombank card service ing mix.....................................41.1.2Sen ice marketing mix in banks............................61.2Customer satisfaction.................

...................111.2.1Definition...............................................111.2.2What determines customer satisfaction?...................121 Improve customer service quality the case of techcombank card service

.3 Senice quality and GAP model.................................13CHAPTER 2: TECHCOMBANK CASE STUDY................................252.1Status of Tech

Improve customer service quality the case of techcombank card service

combank and introduction of its card service.252.1.1Techcombank Personal cards and card sen ices.............252.1.1.1Prospects of card in Vietnam mar

Vietnam national university, HANOI school of businessPhạm Thị HưongIMPROVE CUSTOMER SERVICE QUALITY THE CASE OF TECHCOMBANK CARD SERVICEMajor: Busines

Improve customer service quality the case of techcombank card service ..272.1.2Card issuing, using and payment Processes and activities.302.2A review of Techcombank's previous survey on card service: Customersatisfaction

on card services..................................312.2.1Survey objectives........................................312.2.2Sizes and methods:.......... Improve customer service quality the case of techcombank card service

.............................322.2.2.1Attendees and effective zone:..........................32

Vietnam national university, HANOI school of businessPhạm Thị HưongIMPROVE CUSTOMER SERVICE QUALITY THE CASE OF TECHCOMBANK CARD SERVICEMajor: Busines

Vietnam national university, HANOI school of businessPhạm Thị HưongIMPROVE CUSTOMER SERVICE QUALITY THE CASE OF TECHCOMBANK CARD SERVICEMajor: Busines

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