ThesisAuthors: Trinh, Thi Nguyet Anh; Advisor: Pham, Thi Lien (2018)
Vietcombank decided to build the measure system of customer satisfaction by Net Promoter Score (NPS) with main purpose to manage and improve the customer services quality professionally day by day. Obviously, competitive advantages will belong to banks with the best customer services and satisfy over the demands of customer gradually. Before applying officially on Vietcombank system, Net Promoter Score had been using at Operation Center and some Vietcombank’s big branches in Vietnam, which means the necessary of exact assessment system based on NPS. Therefore, examination customer satisfaction about service quality by NPS is a necessary requirement to apply it on Vietcombank system in... 
