The factors impact on the customers satisfaction via the quality of service at joint stock commercial bank for investment and development of vietnam
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: The factors impact on the customers satisfaction via the quality of service at joint stock commercial bank for investment and development of vietnam
The factors impact on the customers satisfaction via the quality of service at joint stock commercial bank for investment and development of vietnam
^OPEN UNIVERSITY^MALAYSIAHUTECH0*1 »9C K* THU*- zt»K. »CHt t».h;i»BUSINESS RESEARCH METHODTHE FACTORS IMPACT ON THE CUSTOMERS’ SATISFACTION VIA THE QU The factors impact on the customers satisfaction via the quality of service at joint stock commercial bank for investment and development of vietnam UALITY OF SERVICE AT JOINT STOCK COMMERCIAL BANK FOR INVESTMENT AND DEVELOPMENT OF VIETNAMFull name: NGUYEN HUY HOANGStudent ID: 2449516Class: MBAOUM0912-CLASS2DSubject: Business Research MethodInstructor: Dr. Khai NguyenHUTECH LIBRARY1 - ỂỈẾỈAcknowledgements1 would like lo thank Dr. Khai Nguyen, wh The factors impact on the customers satisfaction via the quality of service at joint stock commercial bank for investment and development of vietnam o spent a lot of lime to help me to complete this research. Addition, Dr. Khai Nguyen helped me have much of experience and knowledge on business to bThe factors impact on the customers satisfaction via the quality of service at joint stock commercial bank for investment and development of vietnam
ecome a good business manager. Secondly, 1 would like to thank wonderful friends in my class, that have shared with me several information and experie^OPEN UNIVERSITY^MALAYSIAHUTECH0*1 »9C K* THU*- zt»K. »CHt t».h;i»BUSINESS RESEARCH METHODTHE FACTORS IMPACT ON THE CUSTOMERS’ SATISFACTION VIA THE QU The factors impact on the customers satisfaction via the quality of service at joint stock commercial bank for investment and development of vietnam University of Malaysia.AbstractLike any bank in the world, the customers' satisfaction in banking service is very good for Joint Stock Commercial Bank for Investment and Development of Vietnam (“BIDV”) to make profits. But. it is difficult to measure the BIDV’s satisfaction of customers in hanking s The factors impact on the customers satisfaction via the quality of service at joint stock commercial bank for investment and development of vietnam ervice due to the invisibility of banking service. This study focuses on analyzing the factors affecting die satisfaction of incorporate customers thrThe factors impact on the customers satisfaction via the quality of service at joint stock commercial bank for investment and development of vietnam
ough the use of bank services. The data supported to measure and analyze in the study are obtained by surveying 200 customers who doing business at BI^OPEN UNIVERSITY^MALAYSIAHUTECH0*1 »9C K* THU*- zt»K. »CHt t».h;i»BUSINESS RESEARCH METHODTHE FACTORS IMPACT ON THE CUSTOMERS’ SATISFACTION VIA THE QU The factors impact on the customers satisfaction via the quality of service at joint stock commercial bank for investment and development of vietnam used in this study are the methods of exploratory factor analysis and the verification of Cronbach coefficients for building and testing scales. In addition, multiple regression models are used to assess the specific impact of these factors on the level of customer satisfaction. The results of this The factors impact on the customers satisfaction via the quality of service at joint stock commercial bank for investment and development of vietnam study have showed that the Reliability level. Responsiveness, level of Empathy, Tangibles could impacts significantly on the overall satisfaction ofThe factors impact on the customers satisfaction via the quality of service at joint stock commercial bank for investment and development of vietnam
customers.2Table of Contents1.........................................................GENERALOVERVIEW......................... ...........51.1.The ove^OPEN UNIVERSITY^MALAYSIAHUTECH0*1 »9C K* THU*- zt»K. »CHt t».h;i»BUSINESS RESEARCH METHODTHE FACTORS IMPACT ON THE CUSTOMERS’ SATISFACTION VIA THE QU The factors impact on the customers satisfaction via the quality of service at joint stock commercial bank for investment and development of vietnam ns......................................111.4.Timescale and research ethics...............................122LITERATURE REVIEW.......................................................122.1.Commercial bank overview....................................122.2.Service overview............................... The factors impact on the customers satisfaction via the quality of service at joint stock commercial bank for investment and development of vietnam .............132.3.Service quality overview....................................152.4.Customer satisfaction overview..............................172.5The factors impact on the customers satisfaction via the quality of service at joint stock commercial bank for investment and development of vietnam
.The connection between service quality and customer satisfaction.182.6.SERVQUAL model..............................................193RESEARCH METHOD^OPEN UNIVERSITY^MALAYSIAHUTECH0*1 »9C K* THU*- zt»K. »CHt t».h;i»BUSINESS RESEARCH METHODTHE FACTORS IMPACT ON THE CUSTOMERS’ SATISFACTION VIA THE QU^OPEN UNIVERSITY^MALAYSIAHUTECH0*1 »9C K* THU*- zt»K. »CHt t».h;i»BUSINESS RESEARCH METHODTHE FACTORS IMPACT ON THE CUSTOMERS’ SATISFACTION VIA THE QUGọi ngay
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