Browsing by Subject customer satisfaction

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  • ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICES QUALITY - THE CASE OF JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIET NAM.pdf.jpg
  • Thesis


  • Authors: 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...

  • Customer satisfaction for Internet banking services at the Bank for Investment and Development of Vietnam (BIDV).pdf.jpg
  • Thesis


  • Authors: Nguyen, Phuong Thao;  Advisor: Nguyen, Van Dinh (2018)

  • This thesis is written based on the idea that the Bank for Investment and Development of Vietnam (BIDV) is facing problem of losing competitive advantage in banking services in Vietnam due to low customer satisfaction for Internet banking (IB) service. Therefore, the bank itself is trying its best to overcome this situation by spending energy and efforts to improve IB service – a business area that did not always receive much attention from the managers before. BIDV would easily lose its current market to business rivals who are better in satisfying the customer demand.

  • EVALUATING SERVICE QUALITY AND INDIVIDUAL CUSTOMER SATISFACTION WITH RETAIL BANKING SERVICE IN VIETINBANK.pdf.jpg
  • Thesis


  • Authors: Nguyen, Quang Hung (2017)

  • In retail banking, quality of service plays a vital role in the context of sustained business survival and growth. The relationship between a bank and its customers must be a permanent and lasting one, which needs to be maintained with good quality services. An attempt has been made to ascertain the level of satisfaction of customers with regards to retail banking services in Vietinbank-Hanoi branch. This study assesses customer satisfaction of service quality and determines whether services provided by the selected private banks are acceptable to Vietinbank-Hanoi branch’s customers based on various levels of customer opinion regarding service quality. The methodology is based ...

  • MARKET RESEARCH ON TARGET CUSTOMERS AND APPROPRIATED SERVICES FOR KY SON MICROFINANCE INSTITUTION.pdf.jpg
  • Thesis


  • Authors: Nguyễn, Huy Trung;  Advisor: Trần, Thi Bích Hạnh (2018)

  • The research reviews the operation of Ky Son MFI in Ky Son district, Hoa Binh province in Viet Nam. Through the lends of business and marketing, focused on segmentation as well as customer satisfaction I would like to use Ky Son MFI as an example of how to survive in competitive environment and change MFI‟s services in order to bring useful and meaningful intervention to its clients.

  • The Relationship between Service Quality and Customer Satisfaction – a Case of a Commercial Bank in Vietnam.pdf.jpg
  • Article


  • Authors: Pham, Thi Lien; Nguyen, Hue Minh (2012)

  • Service quality and its relationship with customer satisfaction have received considerable academic and businesses attention in recent years. But the nature of the exact association between these two constructs is not well-explained in the literature. This study used SERVPERF model as proposed by Cronin & Taylor (1992) to assess perceived service quality at a Vietnamese commercial bank, and then study the relationship between service quality and customer satisfaction on banking service's quality. The results of a survey are used in this paper. Based on 123 valid responses from customers, the study indentified three components – RELI-ASS (reliability combined with assurance), RESPONSIV...

  • Research on Customer satisfaction on the quality of E-Banking services in Vietnamese Commercial Banks.pdf.jpg
  • Thesis


  • Authors: Pham, The Tuyen;  Advisor: Pham, Thi Lien (2018)

  • Research on service quality and service quality satisfaction has attracted a great deal of attention from scholars over the past two decades and has provided many valuable findings to society. This study was conducted to measure and determine the factors affecting the quality of E-banking services based on SERVPERF model of Cronin and Taylor (1992) and the impact of E-banking services to customers' satisfaction when using E-banking services at 5 commercial banks in Vietnam: VCB, BIDV, ACB, Techcombank, Vietinbank. Data were collected by interviewing 337 individual customers who have been using E-banking services at these five commercial banks for 1-3 years. Methods such as descriptive...

  • RESEARCH ON THE SATISFATION OF VIP CUSTOMERS ONTHE QUALITY OF BEAUTY SERVICES AT PEAK WELLNESS CENTER IN HANOI.pdf.jpg
  • Thesis


  • Authors: Nguyen, Thuy Linh;  Advisor: Dao, Van Tien (2018)

  • Researching on service quality and customer satisfaction onservice quality has been attracted a great deal of attention from scholars over the past two decades and has provided many valuable findings to society.This study was conducted to measure and determine the factors that influence the satisfaction of VIP customers on the quality of beauty services based on SERVPERF model of Cronin and Taylor (1992) at the Peak Wellness Center in Hanoi.The data were collected by through the survey of 288 VIP customers have been using the beauty services of the Peak Wellness Center for 1-3 years in Hanoi city.Methods such as: Descriptive statistics, Cronbach's Alpha coefficients, Exploratory Facto...

  • SOLUTIONS TO IMPROVE CUSTOMER SATISFACTION AT SONY SERVICE CENTER IN NORTHERN VIETNAM.pdf.jpg
  • Thesis


  • Authors: Luong, Thi Hue;  Advisor: Nguyen, Trung Hien (2018)

  • This thesis will discuss and analyze the factors that influence the customer’s level of satisfaction and assist the company to analyze the current situation and identify any existing problems with their services. Data used in this thesis are collected from conducting survey of customer in Ha Noi. With the help from the Manager and staffs of Sony Service Center, the collected data has 236 valid responses, the customer identified 6 components include Responsiveness, Reliability, Tangible, Empathy, Infrastructure and Assurance. Furthermore, the thesis measures consumer satisfaction and identify important strengths need to be retained and weaknesses need to be worked on fast. Based on the...

  • The impact of customer relationship management practices on customer satisfaction in BIDV – Cao Bang branch.pdf.jpg
  • Thesis


  • Authors: Luc, Thi Phuong Hoa;  Advisor: Chu, Chih-Chung; Nguyen, Trung Hien (2018)

  • The study’s objects include the CRM performance and individual customer satisfaction so I also based on investigate results of the reality of retail banking business in BIDV - Cao Bang branch and its CRM process to access the CRM implementation in this organization and their influences on customer satisfaction. From those collected data and analysis results will formed the basics for determining and selecting the later solution for CRM performance and improve customer satisfaction for BIDV - Cao Bang branch in the future

Browsing by Subject customer satisfaction

Jump to: 0-9 A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
or enter first few letters:  
Showing results 1 to 9 of 9
  • ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICES QUALITY - THE CASE OF JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIET NAM.pdf.jpg
  • Thesis


  • Authors: 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...

  • Customer satisfaction for Internet banking services at the Bank for Investment and Development of Vietnam (BIDV).pdf.jpg
  • Thesis


  • Authors: Nguyen, Phuong Thao;  Advisor: Nguyen, Van Dinh (2018)

  • This thesis is written based on the idea that the Bank for Investment and Development of Vietnam (BIDV) is facing problem of losing competitive advantage in banking services in Vietnam due to low customer satisfaction for Internet banking (IB) service. Therefore, the bank itself is trying its best to overcome this situation by spending energy and efforts to improve IB service – a business area that did not always receive much attention from the managers before. BIDV would easily lose its current market to business rivals who are better in satisfying the customer demand.

  • EVALUATING SERVICE QUALITY AND INDIVIDUAL CUSTOMER SATISFACTION WITH RETAIL BANKING SERVICE IN VIETINBANK.pdf.jpg
  • Thesis


  • Authors: Nguyen, Quang Hung (2017)

  • In retail banking, quality of service plays a vital role in the context of sustained business survival and growth. The relationship between a bank and its customers must be a permanent and lasting one, which needs to be maintained with good quality services. An attempt has been made to ascertain the level of satisfaction of customers with regards to retail banking services in Vietinbank-Hanoi branch. This study assesses customer satisfaction of service quality and determines whether services provided by the selected private banks are acceptable to Vietinbank-Hanoi branch’s customers based on various levels of customer opinion regarding service quality. The methodology is based ...

  • MARKET RESEARCH ON TARGET CUSTOMERS AND APPROPRIATED SERVICES FOR KY SON MICROFINANCE INSTITUTION.pdf.jpg
  • Thesis


  • Authors: Nguyễn, Huy Trung;  Advisor: Trần, Thi Bích Hạnh (2018)

  • The research reviews the operation of Ky Son MFI in Ky Son district, Hoa Binh province in Viet Nam. Through the lends of business and marketing, focused on segmentation as well as customer satisfaction I would like to use Ky Son MFI as an example of how to survive in competitive environment and change MFI‟s services in order to bring useful and meaningful intervention to its clients.

  • The Relationship between Service Quality and Customer Satisfaction – a Case of a Commercial Bank in Vietnam.pdf.jpg
  • Article


  • Authors: Pham, Thi Lien; Nguyen, Hue Minh (2012)

  • Service quality and its relationship with customer satisfaction have received considerable academic and businesses attention in recent years. But the nature of the exact association between these two constructs is not well-explained in the literature. This study used SERVPERF model as proposed by Cronin & Taylor (1992) to assess perceived service quality at a Vietnamese commercial bank, and then study the relationship between service quality and customer satisfaction on banking service's quality. The results of a survey are used in this paper. Based on 123 valid responses from customers, the study indentified three components – RELI-ASS (reliability combined with assurance), RESPONSIV...

  • Research on Customer satisfaction on the quality of E-Banking services in Vietnamese Commercial Banks.pdf.jpg
  • Thesis


  • Authors: Pham, The Tuyen;  Advisor: Pham, Thi Lien (2018)

  • Research on service quality and service quality satisfaction has attracted a great deal of attention from scholars over the past two decades and has provided many valuable findings to society. This study was conducted to measure and determine the factors affecting the quality of E-banking services based on SERVPERF model of Cronin and Taylor (1992) and the impact of E-banking services to customers' satisfaction when using E-banking services at 5 commercial banks in Vietnam: VCB, BIDV, ACB, Techcombank, Vietinbank. Data were collected by interviewing 337 individual customers who have been using E-banking services at these five commercial banks for 1-3 years. Methods such as descriptive...

  • RESEARCH ON THE SATISFATION OF VIP CUSTOMERS ONTHE QUALITY OF BEAUTY SERVICES AT PEAK WELLNESS CENTER IN HANOI.pdf.jpg
  • Thesis


  • Authors: Nguyen, Thuy Linh;  Advisor: Dao, Van Tien (2018)

  • Researching on service quality and customer satisfaction onservice quality has been attracted a great deal of attention from scholars over the past two decades and has provided many valuable findings to society.This study was conducted to measure and determine the factors that influence the satisfaction of VIP customers on the quality of beauty services based on SERVPERF model of Cronin and Taylor (1992) at the Peak Wellness Center in Hanoi.The data were collected by through the survey of 288 VIP customers have been using the beauty services of the Peak Wellness Center for 1-3 years in Hanoi city.Methods such as: Descriptive statistics, Cronbach's Alpha coefficients, Exploratory Facto...

  • SOLUTIONS TO IMPROVE CUSTOMER SATISFACTION AT SONY SERVICE CENTER IN NORTHERN VIETNAM.pdf.jpg
  • Thesis


  • Authors: Luong, Thi Hue;  Advisor: Nguyen, Trung Hien (2018)

  • This thesis will discuss and analyze the factors that influence the customer’s level of satisfaction and assist the company to analyze the current situation and identify any existing problems with their services. Data used in this thesis are collected from conducting survey of customer in Ha Noi. With the help from the Manager and staffs of Sony Service Center, the collected data has 236 valid responses, the customer identified 6 components include Responsiveness, Reliability, Tangible, Empathy, Infrastructure and Assurance. Furthermore, the thesis measures consumer satisfaction and identify important strengths need to be retained and weaknesses need to be worked on fast. Based on the...

  • The impact of customer relationship management practices on customer satisfaction in BIDV – Cao Bang branch.pdf.jpg
  • Thesis


  • Authors: Luc, Thi Phuong Hoa;  Advisor: Chu, Chih-Chung; Nguyen, Trung Hien (2018)

  • The study’s objects include the CRM performance and individual customer satisfaction so I also based on investigate results of the reality of retail banking business in BIDV - Cao Bang branch and its CRM process to access the CRM implementation in this organization and their influences on customer satisfaction. From those collected data and analysis results will formed the basics for determining and selecting the later solution for CRM performance and improve customer satisfaction for BIDV - Cao Bang branch in the future