Determinants of customer satisfaction in retail banking sector Luận văn thạc sĩ

... provides its customers 2.4 Customer satisfaction and service quality in banking sector 2.4.1 Customer satisfaction in banking sector Customer satisfaction is an outstanding research topic of different ... greatest influencing factor to customer satisfaction in banking industry Athanassopoulos (2000) conducted a complete survey on customer satisfaction in retail banking in Greece and suggested an instrument ... benefits of customer satisfaction In the beginning of the 1960s, customers have been considered as a focal point of all marketing activities when marketing shifted to customer orientation instead of...

Determinants of customer loyalty in retail banking a case study of BIDVs branches and transaction offices in lam dong province

... DETERMINANTS OF CUSTOMER LOYALTY IN RETAIL BANKING A case study of BIDV’s branches and transaction offices in Lam Dong Province In Partial Fulfillment of the Requirements of the Degree of MASTER ... individual customers in retail banking of eight branches and transaction offices of BIDV in Lam Dong Province The in- depth interviews with experienced managers of BIDV‟s branches and transaction offices ... network in Lam Dong Province Branch/ Transaction Office Lam Dong Branch - Chi Lang Transaction office - Da Lat Transaction office - Don Duong Transaction office - Duc Trong Transaction office Bao...

Determinants of customer satisfaction on internet banking in Vietnam

... level of customer satisfaction This research is to find key determinants of customer satisfaction of Internet banking in Vietnam and to propose strategic recommendations for banks to increase customer ... satisfaction factor of Internet banking in Vietnam because its Sig (2-tailed) value is not less than 0.05 31 In summary, about determinants of customer satisfaction of Internet banking, convenience ... customer support and promotion The key determinants of each satisfaction factor of Internet banking in Vietnam are found as following: In terms of convenience, key determinants are (1) enabling...

Determinants of customer loyalty in mobile telecommunication sector A case of VinaphoneDeterminants of customer loyalty in mobile telecommunication sector A case of Vinaphone

... international call, international roaming, national roaming, call forwarding, call restriction, call holding, call waiting, voice mail, fax data, calling line identification, calling line identification ... transaction points are also the supporting point of Vinaphone Besides the official transaction office, Vinaphone has thousand of retailers which is developed by each provincial VNPT, example Ha ... next phase, customer loyalty measured by incorporating behavioral and attitudinal simultaneously A sustainable loyalty could only be attained when customers enjoyed a high level of positive attitude...

Assecting the sevice quality and customer satifation in retail banking sector from customers perspective AC between state owned commercial banks ang jonit stock commerical banks in hochiminh city

... obtained in the research: “Assessing the Service Quality and Customer Satisfaction in Retail Banking Sector from Customer Perspectives: a Comparison Between State- owned Commercial Banks and Joint -stock ... HO CHI MINH CITY International School of Business Nguyen Thi Quynh Trang ASSESSING THE SERVICE QUALITY AND CUSTOMER SATISFACTION IN RETAIL BANKING SECTOR FROM CUSTOMERS PERSPECTIVE: ... in Ho Chi Minh city The study planned to impact the success of the growing retail banking sector in a transition economy through analyzing customer reactions to the service quality by examining...

Determinants of customer satisfaction in life insurance companies

... the key factors affecting the customer satisfaction in life insurance companies; - Determining level of satisfaction; - Proposing some recommendations to improve the customer satisfaction 1.3 Research ... most of the companies are thinking their current and future needs by analyzing customer satisfaction Life insurance players have started realizing that their business depends on customer satisfaction ... three customer groups: existing customers, current customers, potential customers As a result of competitive market and more intensive nowadays in life insurance industry, customers are searching...

Giải pháp hạn chế rủi ro tài chính tại tổng công ty công nghiệp in - Bao bì Liksin Luận văn thạc sĩ

... theo mô hình công ty m – Liksin th Bao bì Liksin thí ày 10/11/2004 Công ty ình công ty m – công ty sau 26 H Chí Minh c kinh doanh T ình công ty m – công ty con, Công ty Liksin công ty m toán ph ... 25 : TH TÀI CHÍNH T CÔNG TY CÔNG NGHI T NG – IN – BAO BÌ LIKSIN 26 2.1 Quá trình phát tri c – In – Bao bì Liksin 26 2.2 Th r tài c -In- Bao Bì Liksin 31 ... ên giao d nghi - In - Bao bì Liksin (g T àT ) ho mô hình Công ty m - Công ty con, vào th ày T có 09 công ty 23 công ty liên k Ngành ngh bao bì: às ì nh 25%, xu công ty liên k s in ì gi khác 21%...

Ứng dụng phương pháp thẻ điểm cân bằng (BSC) và chỉ số đo lường hiệu suất (KPI) vào đánh giá nhân viên tại tổng công ty công nghiệp - in - bao bì Liksin Luận văn thạc sĩ

... NG CÔNG TY LIKSIN 2.1 Gi i thi u v T ng công ty Liksin Khái quát v T ng công ty Liksin 10 2.1.1 Thông tin chung v công ty Liksin sau: Tên Công ty : T ng công ty Công nghi p – In – bao bì Liksin ... áp d ng BSC/KPI vào ñánh giá nhân viên t i T ng công ty Liksin - Xây d ng KPIs ñ ñánh giá nhân viên t i T ng công ty Liksin - ð xu t quy trình áp d ng BSC/KPI vào ñánh giá nhân viên, tri n khai ... hi u su t vào công tác ñánh giá nhân viên t i T ng công ty Liksin Chương 3: ng d ng phương pháp th ñi m cân b ng ch s ño lư ng hi u su t vào ñánh giá nhân viên t i T ng công ty Liksin CHƯƠNG...

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Capital structure and firm performance case study listed companies in Hochiminh stock exchage Luận văn thạc sĩ

... MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCHIMINH CITY - oOo - HU NH ANH KI T CAPITAL STRUCTURE AND FIRM PERFORMANCE: CASE STUDY: LISTED COMPANIES IN HOCHIMINH STOCK ... opportunities and firm market performance of listed firms in Hochiminh Stock Exchange? Two research variables of the topic: Capital structure Firm performance Page Capital Structure and Firm Performance ... effect of capital structure on corporate market performance of listed firms in Hochiminh Stock Exchange This study used the accounting and market data of 171 listed companies in the Hochiminh Stock...

Financial derivatives effective instrument to hedge exchange rate risk in Vietinbank BRVT branch Luận văn thạc sĩ

... it is necessary to apply the financial derivatives instrument for hedging risk and how Vietinbank BRVT can to introduce new financial banking instruments to their customers Signification of the ... well as applying financial derivatives instruments Financial derivatives CHAPTER ONE: FINANCIAL DERIVATIVES IN FOREIGN EXCHANGE TRADING IN COMMERCIAL BANKS 1.1 Foreign exchange trading in commercial ... risk- management financial tools, however, if not managed correctly they can be risky Financial derivatives are so effective in reducing risk because they enable financial institutions to hedge risks – involving...

EY Understanding customer behavior in retail banking - The impact of the credit across Europe docx

... appear to be loyal to their main bank in Italy, with 66% of customers saying they hold Understanding customer behavior in retail banking The impact of the credit crisis across Europe How many products ... quarter of those customers planning to change their main bank say that they are doing so because of a lack of trust 14 Understanding customer behavior in retail banking The impact of the credit ... individuals Understanding customer behavior in retail banking The impact of the credit crisis across Europe 11 A further challenge exists in the form of new regulations that came into force at the end of...

Determinants of customer satisfaction an empirical study in fast food franchises in ho chi minh city

... restaurants become popular in any big city in Vietnam, particular in Ho Chi Minh city 1.2 Problem statement Fast food is growing fast and speedy in Vietnam especially in Ho Chi Minh city; however, ... DETERMINANTS OF CUSTOMER SATISFACTION AN EMPIRICAL STUDY OF FAST FOOD FRANCHISES IN HO CHI MINH CITY APPROVED BY Advisor APPROVED BY: Committee _ Nguyen Van Phuong ... quality and price in fast food industry in many other countries For instance, Ling et al (2011), conducting a survey with 200 Malaysian customers, evaluate and validate the determinants of the customer...

Antecedents of brand loyality in Vietnam banking sector.The case of Vietnam credit card users

... in Ho Chi Minh City in September, 2012 24 3.3.1 Preliminary scales The building scale for the concepts in research model of antecedents of brand loyalty in Vietnam banking sector: The case of ... Credit card in Vietnam has been developing rapidly in terms of the number of card and transaction value since the first ever credit card of Vietnam was issued by Vietcombank in 1996 By the end of ... have a correct direction in promoting their customer loyalty programs This research attempts to examine antecedents of brand loyalty for credit card users in Vietnam banking sector This study aim...

deis and giroux - 1992 - determinants of audit quality in the public sector

... units, and to CPAs active in the public sector The ability of existing theories to explain audit quality differences in the small CPA firm category enhances our understanding of audit quality, ... and Conditions Deis, Jr .and Giroux- Determinants of Audit Quality 465 distinction to test the robustness of existing explanations for variations in audit quality within small (non-Big Eight) CPA ... in the public sector threaten the public' s confidence in the profession Aside from Dwyer and Wilson (1989), audit quality has not been the explicit focus of public sector audit research Nonetheless,...

A com parative study of financial performmance in the Vietnammese banking sector evidence for vietnamese leading joint stock commercial nanks Luận văn thạc sĩ

... gap, at least partially The study looks at financial performance in the banking sector in Vietnam Bank managers can understand its major banking activities that may increase the bank ranking and ... framework for making comparison among seven leading joint stock commercial banks in Vietnam To gain better understanding the financial performance of seven leading joint stock commercial banks base ... assess their financial performance Financial indicators and financial ratios are constructed from the bank financial reports to evaluate the performance of a commercial bank The study took into account...

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