The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch
The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch
Lunghwa University of Science and Technology’Department of Business Administration Thesis for a Master’s DegreeTHE IMPACT OF HUMAN FACTORSON CUSTOMER The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch SATISFATION ON RETAIL SERVICE QUALITY AT VIETINBANK - HANOI BRANCHResearcher: Nguyen Ngoe KhanhSupervise!’ 1: Dr. Dao Tung, International School, VNU Supervisor 2: Dr. James Clio, Lunghwa UniversityNovember 2Ơ17Lunghwa University of Science and TechnologyApproval Certificate of Master’s Degree Exam The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch ination BoardThis is to certify that the Master's Degree Examination Board has approved the thesis The Impact of Human Factors on Customer SatisfationThe impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch
on Retail Service Quality at Vietinbank - Hanoi Branch published by Mr. Nguyen Ngoe Khanh in the Master Program of Graduate School of Department of BLunghwa University of Science and Technology’Department of Business Administration Thesis for a Master’s DegreeTHE IMPACT OF HUMAN FACTORSON CUSTOMER The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch ...../............./.ABSTRACTThesis Title: The Impact of Human Factors on Customer Satisfation on Retail Sen ice Quality at Vietinbank - Hanoi BranchPages: 50University: Lunghwa University of Science and TechnologyGraduate School: Department of Business AdministrationDate:........................... The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch ........... Degree:MasterGraduate Student: Nguyen Ngoe Khanh Advisor:Dr. Dao TungDr. James ChoKeywords:Retail Banking Services, Retail Service QualityThe impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch
. Customer Satisfaction.Human Factors. Viet inbank Hanoi Branch. Vietnam.In the context of Vietnam's developing economy and the banking sector being oLunghwa University of Science and Technology’Department of Business Administration Thesis for a Master’s DegreeTHE IMPACT OF HUMAN FACTORSON CUSTOMER The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch ure of service provision, the human element plays a vital role in improving quality and creating customer satisfaction. With that in mind, and with the desữe to study the human factors in providing senices of Viet inbank Hanoi branch, the research aims to assess the impact of human factors on improv The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch ing the customer satisfaction of Vietinbank Hanoi Branch.The study aims to achieve the following three objectives: firstly, analyse, discuss and evaluThe impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch
ate current state of retail sen ices quality at Viet inbank Hanoi branch: secondly, assess the impact of the human factors on customer satisfaction onLunghwa University of Science and Technology’Department of Business Administration Thesis for a Master’s DegreeTHE IMPACT OF HUMAN FACTORSON CUSTOMER The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch y services, thereby allowing expansion and development of sen ices at Viet inbank Hanoi branch.Based on the assessment of human factors that affect quality of sen ice and customer satisfaction when using the retail banking services, research has developed a model with eight independent variables: Re The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch liability, Empathy, Senice effectiveness, Commitment, Staff attractiveness. Staff emotions. Staff helpfulness, and Staff interactionin service deliverThe impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch
y and studied the impacts of the above eight human factors on customer satisfaction related to retail sen ice quality in Vietinbank Hanoi. Based on paLunghwa University of Science and Technology’Department of Business Administration Thesis for a Master’s DegreeTHE IMPACT OF HUMAN FACTORSON CUSTOMER The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch ive impact on customer satisfaction whilst using banking services.To achieve the research objectives and test hypotheses, this research used the method of customer survey. The scale for the main variables has been largely derived from past research and translated into Vietnamese. A few new scales ha The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch ve been developed with variables that do not have an evaluation scale (variable: staff interaction in service deliver)’). A total of 32 questions wereThe impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch
used to measure 8 independent variables and one dependent variable. The final sample consisted of 150 clients, who were generally experienced in usinLunghwa University of Science and Technology’Department of Business Administration Thesis for a Master’s DegreeTHE IMPACT OF HUMAN FACTORSON CUSTOMER The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch e methods to assess the reliability of the scales (EFA analysis and Alpha Cronbach) and to test the hypotheses (multiple regression analysis). The results of the scales* reliability assessment show that the scales used are reliable.Based on the results from the survey, the study also analyzed the cu The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch stomer's assessment of the human factors of Vietinbank Hanoi. The results show that customers highly appreciate the human factors of Vietinbank (scoreThe impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch
from 3.7 to 3.92 on the scale of 5). Customers have a fafrly consistent rating on these factors.Hypotheses testing shows that seven out of eight humaLunghwa University of Science and Technology’Department of Business Administration Thesis for a Master’s DegreeTHE IMPACT OF HUMAN FACTORSON CUSTOMER The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch obtained, this study provides a number of specific recommendations to help Viet inbank Hanoi maintain and strengthen its advantages in the human factors to enhance customer satisfaction. Limitations of this research and possible areas for future research are also given.ii The impact of human factors on customer satisfation on retail service quality at vietinbank hanoi branch Lunghwa University of Science and Technology’Department of Business Administration Thesis for a Master’s DegreeTHE IMPACT OF HUMAN FACTORSON CUSTOMERGọi ngay
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