Determinants of customer satisfaction in manulife

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Determinants of customer satisfaction in manulife

>OUM "OPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)DETERMINANTS OF CUSTOMER SATISFACTIONINÍHManulifeSTUDENT’S FULL NAME:PHAM MINH TRIETSTUDENT’S

Determinants of customer satisfaction in manulife ID:14986INTAKE:41334ADVISOR’S NAME & TITLE: Dr. NGUYEN THE KHAIhutechTibrary IHo Chi Minh City, Aug 2014©ỌUMOPEN UNIVERSITY MALAYSIA:r......Advisor’s

AssessmentAdvisor’s SignaturePham Minh Triet - 14986Page 1 of 63©OUMOPEN UNIVERSITY MALAYSIAHUTKMABSTRACTAny organization has to listen to its extern Determinants of customer satisfaction in manulife

al customers and stakeholders. A number of studies have shown that the long-term success of a corporation is closely related to its ability to create

Determinants of customer satisfaction in manulife

and maintain loyal and satisfied customers, adapt to customer needs and changing preferences. In order to monitor customer satisfaction, and to take a

>OUM "OPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)DETERMINANTS OF CUSTOMER SATISFACTIONINÍHManulifeSTUDENT’S FULL NAME:PHAM MINH TRIETSTUDENT’S

Determinants of customer satisfaction in manulife on through four (4) key positive components, which are service quality, product quality, reputational quality and price in Manulife Vietnam. The study

was a cross-sectional survey that used self-administered structured questionnaire to (he customer (24 questions), based on survey and direct intervie Determinants of customer satisfaction in manulife

w with current customers, who have insurance policies with Manulife, lire results showed that the customers are mainly satisfied with all the aspects

Determinants of customer satisfaction in manulife

of the company and these four components have a deep impact towards customer satisfaction. There was not much negative feedback but the company got po

>OUM "OPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)DETERMINANTS OF CUSTOMER SATISFACTIONINÍHManulifeSTUDENT’S FULL NAME:PHAM MINH TRIETSTUDENT’S

Determinants of customer satisfaction in manulife ring customer satisfaction must be a continuously, consistent, timely, accurate and reliable process. This is where a new customer satisfaction approa

ch becomes a powerful strategic business development tool for Manulife Vietnam.The implications of the study to management and theory are discussed an Determinants of customer satisfaction in manulife

d recommendations for future research have been made. The limitations of the study are also noted.Pham Minh Triet - 14986Page 2 of 63OOUM

>OUM "OPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)DETERMINANTS OF CUSTOMER SATISFACTIONINÍHManulifeSTUDENT’S FULL NAME:PHAM MINH TRIETSTUDENT’S