Browsing by Subject customer satisfaction

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  • 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 5 to 9 of 9
  • 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