Determinants of customer satisfaction and loyalty in mobile telecom services industry
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Determinants of customer satisfaction and loyalty in mobile telecom services industry
Determinants of customer satisfaction and loyalty in mobile telecom services industry
BoumOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)DETERMINANTS OF CUSTOMER SATISFACTION AND LOYALTY IN MOBILE TELECOM SERVICES INDUSTRY(Evidence f Determinants of customer satisfaction and loyalty in mobile telecom services industry from the Vietnam’s Mobile Telecom Services Industry)STUDENT’S FULL NAME: NGUYEN THANH QUYETSTUDENT ID:15011INTAKE:41334ADVISOR’S NAME &TITLE: PROF.PHD NGUYEN PHANHUTECH LIBRARY _________________41883ACKNOWLEDGEMENTSIt was great pleasure for me to have a chance to attend die Business Research Method Determinants of customer satisfaction and loyalty in mobile telecom services industry in Open University Malaysia (OƯM) in the past few months. Every meaningful and insight related sections of the course has helped me a great deal to ovDeterminants of customer satisfaction and loyalty in mobile telecom services industry
erview and understand about how to do a research project. This valuable knowledge will help me doing my job excellently asEspecially, 1 would like to BoumOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)DETERMINANTS OF CUSTOMER SATISFACTION AND LOYALTY IN MOBILE TELECOM SERVICES INDUSTRY(Evidence f Determinants of customer satisfaction and loyalty in mobile telecom services industry aluable directions and affectionate encouragement which were extremely helpful in accomplishing this study. As a result, I have been able to carry on my assignment and to be confident enough to turn back to my daily work to tillfill my career in our company.1 am very gratefill lo OUM and ỈICMC Unive Determinants of customer satisfaction and loyalty in mobile telecom services industry rsity of Technology (HƯTECH) to give me opportunity to study this exciting course. 1 also like to convey thanks to all the K08C classmates for their sDeterminants of customer satisfaction and loyalty in mobile telecom services industry
upport and encouragement for me.Finally, Ĩ also send my sincere thanks to many other friends who supported and helped me a lot in collecting survey anBoumOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)DETERMINANTS OF CUSTOMER SATISFACTION AND LOYALTY IN MOBILE TELECOM SERVICES INDUSTRY(Evidence f Determinants of customer satisfaction and loyalty in mobile telecom services industry ...................................4ABSTRACT.................................................................5I-INTRODUCTION:......................................................61Problem statement:................................................72Research objective:................................ Determinants of customer satisfaction and loyalty in mobile telecom services industry ................93Research question.................................................104Scope and Methodology of Research:.............................Determinants of customer satisfaction and loyalty in mobile telecom services industry
...105Research Structure:...............................................10II-LITERATURE REVIEW:................................................111CustBoumOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)DETERMINANTS OF CUSTOMER SATISFACTION AND LOYALTY IN MOBILE TELECOM SERVICES INDUSTRY(Evidence f Determinants of customer satisfaction and loyalty in mobile telecom services industry ..................................................174Customer service:.................................................195Corporate Image:..................................................20III-RESEARCH METHODOLOGY:.............................................241Theoretical model:................... Determinants of customer satisfaction and loyalty in mobile telecom services industry .............................24BoumOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)DETERMINANTS OF CUSTOMER SATISFACTION AND LOYALTY IN MOBILE TELECOM SERVICES INDUSTRY(Evidence fBoumOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)DETERMINANTS OF CUSTOMER SATISFACTION AND LOYALTY IN MOBILE TELECOM SERVICES INDUSTRY(Evidence fGọi ngay
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