Improving the quality of retail banking services for individual customers at the pvcombank business center

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Nội dung chi tiết: Improving the quality of retail banking services for individual customers at the pvcombank business center

Improving the quality of retail banking services for individual customers at the pvcombank business center

UNIVERSITE DE NANTESMiinii •

Improving the quality of retail banking services for individual customers at the pvcombank business center ing Insurance (South East Asia)-Cohort 7Topic:IMPROVING THE QUALITY OF RETAIL BANKING SERVICES FOR INDIVIDUAL CUSTOMERS AT THE PVCOMBANK BUSINESS C EN

TERSTUDENT: VI DINH THININSTRUCTOR: DAO TUNGHanoi, 01/20170ACKNOWLEDGEMENTThis thesis would not have been possible without the supports of my colleagu Improving the quality of retail banking services for individual customers at the pvcombank business center

es in Vietnam Public Joint Slock Commercial Bank. Mr. Dan Ngoc Anh from Vietnam Public Joint Stock Commercial Bank, my classmates in Master in Finance

Improving the quality of retail banking services for individual customers at the pvcombank business center

Banking Insurance (South East Asia) program - cohort 7, and others.I would like to show my deepest gratitude towards my instructor - Mr. Dao Tung, th

UNIVERSITE DE NANTESMiinii •

Improving the quality of retail banking services for individual customers at the pvcombank business center thesis have enabled me to cultivate and understand clearly about the structure and activities in PVcombank in particular and in Vietnamese Banking sys

tem in general. Plus, they also provide me valuable advices to help me to continue my further study.I would also like to thank all of lectures and tut Improving the quality of retail banking services for individual customers at the pvcombank business center

ors at Vietnam National University in general and international school in particular who not only have bestowed their valuable knowledge, hands-on exp

Improving the quality of retail banking services for individual customers at the pvcombank business center

erience to me. but also have created the favorable opportunities for me to complete the thesis on lime.Lastly but not least. I would especially like t

UNIVERSITE DE NANTESMiinii •

Improving the quality of retail banking services for individual customers at the pvcombank business center ade this thesis completed.ABBREVIATIONSASSAssuranceEFAExploratory Factor AnalysisEMPEmpathyFSQFunctional Service QualityPVcombankVietnam Public Joint

Stock Commercial BankPVFCPetroVietnam Finance Joint Stock Corporation VietnamRELReliabilityRESResponsivenessTANTangiblesTSQTechnical Service QualityVN Improving the quality of retail banking services for individual customers at the pvcombank business center

DVietnam DongWestern BankWestern Commercial Joint Stock BankWTOWorld Trade Organization2LIST OF GRAPHS, FIGI RES AND TABLES

UNIVERSITE DE NANTESMiinii •