The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch

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The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch

I xJk Lunghwa University of Science and TechnologyI I Department of Business AdministrationI —!Thesis for a Master’s DegreeThe impact of customer rela

The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch ationship management practices on customer satisfaction in BIDV - Cao Bang branchResearcher: Luc Thi Phuong HoaSupervisor: Assoc. Prof. Chih-Chung-Chu

Co-Supervisor: Dr. Nguyen Trung Hien43221Lunghwa University of Science and TechnologyApproval Certificate of Master's Degree Examination BoardThis is The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch

to certify that the Master's Degree Examinations Board has approved the thesis The impact of customer relationship management practices on customer s

The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch

atisfaction in BIDV - Cao Bang branch published by Ms Luc Thi Phuong Hoa in the Master Program of Graduate School of Department of Business Administra

I xJk Lunghwa University of Science and TechnologyI I Department of Business AdministrationI —!Thesis for a Master’s DegreeThe impact of customer rela

The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch . Nguyen Trung HienChair______________________________________Date :/ ịABSTRACTThesis Title: The impact of customer relationship management practices

on customer satisfaction in BIDV - Cao Bang branchPages: 86University : Lunghwa University of Science and TechnologyGraduate School : Department of Bu The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch

siness Administration Date : May. 2018Degree : MasterGraduate Student: Luc Thi Phuong Hoa Supervisor: Assoc. Prof. Chih-Chung-Chu Co-Supervisor: Dr. N

The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch

guyen Trung HienKeywords: CR.\i. customer satisfaction, service quality, reality, impact.In the global economic integration trend, the competition in

I xJk Lunghwa University of Science and TechnologyI I Department of Business AdministrationI —!Thesis for a Master’s DegreeThe impact of customer rela

The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch relationship with their customers in order to achieve an optimizing goal customer satisfaction. For this reason, customer relationship management (CR

M) has become an indispensable part of the service sector, especially in banking industry. Therefore thesis lias focused on the CRM practices at Bank The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch

for investment and development of Vietnam JSC - Cao Bang Branch (BIDV- Cao Bang branch) to research the relationship between CRM practices and custome

The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch

r satisfaction in there. Data used in making analysis was collected from conducting survey at BIDV-Cao Bang branch. Based on 185 valid responses from

I xJk Lunghwa University of Science and TechnologyI I Department of Business AdministrationI —!Thesis for a Master’s DegreeThe impact of customer rela

The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch ation of perceived CRM practices at BIDV-Cao Bang branch. The relationship between these CRM practices components and customer satisfaction is investi

gated through regression analysis. As the result showed, these three components of CRM practices have positive relationship with employees’ motivation The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch

in which SERVICE QUALITY has the most significant impact on customer satisfaction level. In addition, based on these findings, the thesis also gives

The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch

some suggestions for BIDV-Cao Bang branch to further improve CRM practice and customer satisfaction level.iACKNOWLEDGEMENTFfrst of all. I would like t

I xJk Lunghwa University of Science and TechnologyI I Department of Business AdministrationI —!Thesis for a Master’s DegreeThe impact of customer rela

The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch tion, lessons and guidance, which have equipped me with key knowledge and essential skills throughout the course. More importantly, everything I have

learned here would undoubtedly help me tremendously in my work in the future.I would also like to thank International School - Vietnam National Univer The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch

sity, Lunghwa University of Science and Technology for useful supports during studying and researching to complete this paper. This course has equippe

The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch

d and improved and added a lot of knowledge about the different areas. In addition, the course also helps me to have a relationship, have the opportun

I xJk Lunghwa University of Science and TechnologyI I Department of Business AdministrationI —!Thesis for a Master’s DegreeThe impact of customer rela

The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch their enthusiastic support and creating favorable conditions for me to have more use fill information to complete thesis.In my thesis will not avoid t

he shortcomings. I look forward to receiving comments from lectures and students so that I can add to complete this paper.Thank you!AuthorLuc Thi Phuo The impact of customer relationship management practices on customer satisfaction in bidv cao bang branch

ng Houit

I xJk Lunghwa University of Science and TechnologyI I Department of Business AdministrationI —!Thesis for a Master’s DegreeThe impact of customer rela