Evaluating the quality of services in vietnam retail banking sector
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Evaluating the quality of services in vietnam retail banking sector
Evaluating the quality of services in vietnam retail banking sector
eOUMOPEN UNIVERSITY MALAYSIABUSINESS RESEARCH METHOD (BMBR5103)RrronrnhEVALUA TING THE QUALITY OF SER VICES IN VIETNAM RETAIL BANKING SECTORSTUDENT’S Evaluating the quality of services in vietnam retail banking sector FULL NAMESTUDENT IDINTAKEADVISOR’S NAME & TITLE: NGÔ VIỆT QUÂN: 2449190: MAY 2012: Dr. PHAN NGUYEN41579HUTECH LIBRARYAdvisor’s assessmentPOSTS. íỹ/ian Qln/iAdvisor’s signature1Topic of a research:“EVALUATING THE QUALITY OF SERVICES IN VIETNAM RETAIL BANKING SECTOR”Vietnam is one of emerging country Evaluating the quality of services in vietnam retail banking sector with many potential to develop. With the population over 92 million (2013), Vietnam is potential market to invest especially for banking market. NowaEvaluating the quality of services in vietnam retail banking sector
days, the number of the banks in Vietnam is increasing rapidly including the local and foreign banks; the competition for their existence becomes mucheOUMOPEN UNIVERSITY MALAYSIABUSINESS RESEARCH METHOD (BMBR5103)RrronrnhEVALUA TING THE QUALITY OF SER VICES IN VIETNAM RETAIL BANKING SECTORSTUDENT’S Evaluating the quality of services in vietnam retail banking sector that ultimate success of any service quality program implemented by a bank and can only be measured by maintenance of satisfied customer. This study reveals that service quality plays important role and has significant effect on customer satisfaction.2Background For The Problem:Providing personal fi Evaluating the quality of services in vietnam retail banking sector nancial services or retail banking business is one of the traditional activities constitute commercial banking system in the world. Since forming to nEvaluating the quality of services in vietnam retail banking sector
ow, the retail banking activities have played an important role to create the foundation for sustainable development of the commercial banks. Retail beOUMOPEN UNIVERSITY MALAYSIABUSINESS RESEARCH METHOD (BMBR5103)RrronrnhEVALUA TING THE QUALITY OF SER VICES IN VIETNAM RETAIL BANKING SECTORSTUDENT’S Evaluating the quality of services in vietnam retail banking sector ome for banks. Besides, the retail banking activities contributed significantly in expanding markets, improving competitiveness, stable operation for banks.Retail banking sector are one of the best choices towards most of banking in Vietnam that create the competition in this segment. However, to as Evaluating the quality of services in vietnam retail banking sector sert the position and speed up, the banks always in efforts to diversify products and improve service quality,l|Pageendeavor creative innovation to enEvaluating the quality of services in vietnam retail banking sector
hance customer satisfaction. It is considered as much important as securing new customers due to a massive potentiality of generating profits from oneeOUMOPEN UNIVERSITY MALAYSIABUSINESS RESEARCH METHOD (BMBR5103)RrronrnhEVALUA TING THE QUALITY OF SER VICES IN VIETNAM RETAIL BANKING SECTORSTUDENT’S Evaluating the quality of services in vietnam retail banking sector by having loyal customers, which may not be achieved by only attracting new customers. For that matter, many organizations (including banks) that resorted to having superior service quality have been found to be market leaders in terms of sales and long-term customer loyalty and retention (Anderson Evaluating the quality of services in vietnam retail banking sector and Sullivan, 1993; Boulding et al., 1993; Eklof J and Westlund, 2002).One of the ways to build is that enhancing service quality since the main taskEvaluating the quality of services in vietnam retail banking sector
of the banks is to provide services to their customers. According to Parasuraman cl al. (1985) and Zeithaml et al. (1990), one of the most important seOUMOPEN UNIVERSITY MALAYSIABUSINESS RESEARCH METHOD (BMBR5103)RrronrnhEVALUA TING THE QUALITY OF SER VICES IN VIETNAM RETAIL BANKING SECTORSTUDENT’S Evaluating the quality of services in vietnam retail banking sector ntually will lead business to a success building satisfaction in their mind.Service quality problems have had a lot of attentions from management and academic circles, especially in market condition in emerging economies nowadays. Recognizing the importance and significant impact of service quality Evaluating the quality of services in vietnam retail banking sector as a competitive weapon is a recent phenomenon in Vietnam banking.The focus of my research is on Vietnam retail banking industry' since the competitioEvaluating the quality of services in vietnam retail banking sector
n in this sector is dramatically increasing for individual and household customer as origin sources of revenue of all banks. The literature on VietnameOUMOPEN UNIVERSITY MALAYSIABUSINESS RESEARCH METHOD (BMBR5103)RrronrnhEVALUA TING THE QUALITY OF SER VICES IN VIETNAM RETAIL BANKING SECTORSTUDENT’S Evaluating the quality of services in vietnam retail banking sector of service quality, and from then propose some ideas for further improvement and look at implications.2|Page3Literature Reviews:3.1GAP ModelThere are seven major gaps in the service quality concept: Gapl (customers’ expectations versus management perceptions), Gap2 (management perceptions versus se Evaluating the quality of services in vietnam retail banking sector rvice specifications, Gap3 (service specifications versus service delivery), Gap4 (service deliver)' versus external communication), Gap5 (the discrepEvaluating the quality of services in vietnam retail banking sector
ancy between customer expectations and their perceptions of the service delivered), Gap6 (the discrepancy between customer expectations and employees’eOUMOPEN UNIVERSITY MALAYSIABUSINESS RESEARCH METHOD (BMBR5103)RrronrnhEVALUA TING THE QUALITY OF SER VICES IN VIETNAM RETAIL BANKING SECTORSTUDENT’S Evaluating the quality of services in vietnam retail banking sector he way in which sendee is delivered, whereas Gap 5 pertains to the customer and as such is considered to be the true measure of service quality. The Gap on which the SERVQƯAL methodology has influence is Gap 5. In the following, the SERVQUAL approach is demonstrated. Evaluating the quality of services in vietnam retail banking sector eOUMOPEN UNIVERSITY MALAYSIABUSINESS RESEARCH METHOD (BMBR5103)RrronrnhEVALUA TING THE QUALITY OF SER VICES IN VIETNAM RETAIL BANKING SECTORSTUDENT’SGọi ngay
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