The factors affect customer satisfaction and customer perception about efficiency of retail banking services at vietnam eximbank
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: The factors affect customer satisfaction and customer perception about efficiency of retail banking services at vietnam eximbank
The factors affect customer satisfaction and customer perception about efficiency of retail banking services at vietnam eximbank
09TV:'-ƯC--'HUTECHAdvisor’s assessmentAdvisor’s signaturePage 1• * •©HUTECHAcknowledgementFứst of all, I would like to express my sincere gratitude to The factors affect customer satisfaction and customer perception about efficiency of retail banking services at vietnam eximbank o Dr. Khai Nguyen who coaches me a lot of Business Research Method knowledge and instructed me to do this assignment.With kindest regards,Ho Chi Minh City, December 2013Do Nguyen Nhu LanPagel0;•• .•HUTECHTABLE OF CONTENTSEXECUTIVE SUMMARY...................................5CHAPTER 1: COMPANY INTRODU The factors affect customer satisfaction and customer perception about efficiency of retail banking services at vietnam eximbank CTION.....................61Problem statement...............................62The objective of the study..............................................The factors affect customer satisfaction and customer perception about efficiency of retail banking services at vietnam eximbank
......63Significance..................................................................64The scope of the study........................................09TV:'-ƯC--'HUTECHAdvisor’s assessmentAdvisor’s signaturePage 1• * •©HUTECHAcknowledgementFứst of all, I would like to express my sincere gratitude to The factors affect customer satisfaction and customer perception about efficiency of retail banking services at vietnam eximbank ............................... 29CHAPTER 2: LITERATURE REVIEW AND JUSTIFICATION............301Main theory.................................................................302Customer satisfation........................................................333Technical quality............................. The factors affect customer satisfaction and customer perception about efficiency of retail banking services at vietnam eximbank ..............................354Employee Attitutde..........................................................395Enployee Competency...................The factors affect customer satisfaction and customer perception about efficiency of retail banking services at vietnam eximbank
......................................426Customer perception.........................................................43Page 37Customer Convenience....09TV:'-ƯC--'HUTECHAdvisor’s assessmentAdvisor’s signaturePage 1• * •©HUTECHAcknowledgementFứst of all, I would like to express my sincere gratitude to09TV:'-ƯC--'HUTECHAdvisor’s assessmentAdvisor’s signaturePage 1• * •©HUTECHAcknowledgementFứst of all, I would like to express my sincere gratitude toGọi ngay
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