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'W-' K., Mđa wf * H*^-> K~ Xô-H w '-ã ' Ê:Sằ mằÊ.ằ < '$ Z f-ô^ Uằe^ ãw~.ôrf :^ đ4 J jKsWj w,/ 335ằ: ;ô** *.' •: w>- hf=w !as-4 A few*? *P5> jwrwj V j^fjK J; rf yx* U*M /«w ^’wr; '’%?* C«ii fr ’^0»£ ytAS •^w jV.# ; ,.A>a X W j |sa&&; ;ôMđj |w^ ^s*> fX hiau& ' ?;?ãã' '' • v’T - - iwJ jtutw' ^’■'v W '■ Z X TRUONG DAI HOC KINH TE QUOC DAN NGUYEN THIEN MINH DANH GIA SU* HAI LONG CUA KHACH HANG DOANH NGHIEP DOI VOI SAN PHAM CUA NGAN HANG TMCP NGOAI THUONG VIET NAM • • CHI NHANH SO GIAO DICH Chuyen nganh: Quan tri Kinh doanh Thirong mai LUAN VAN THAC SI KINH DOANH VA QUAN LY NGUOI HUONG DAN KHOA HOC: PGS.TS NGUYEN XUAN QUANG DAI HOC K.T.Q.D TT THONG TIN THUVIEN PHONG LUAN AN-TU1IEU HA NOI, nam 2016 tS LCJI CAM DOAN “Toi da doc va hieu ve cac hanh vi vi pham su trung thuc hoc thuat Toi cam ket bang danh du ca nhan rang nghien cuu toi tu thuc hien va khong vi pham yeu cau ve su trung thuc hoc thuat” Toi xin cam doan luan van “Danh gid sw hai long cua khach hang doanh nghiep doi voi san pham cua Ngan hang TMCP Ngoai thuo'ng Viet Nam - Chi nhanh S& giao dick” la cong trinh nghien cuu cua rieng toi Cac s6 lieu, noi dung, ket qua nghien cuu luan van la trung thuc va co nguon goc ro rang Tac gia Nguyen Thien Minh A *> LOI CAM ON Xin chan cam an cac thay co giao Vien Thuong mai va Kinh te Quoc te - Truong Dai hoc Kinh te Quoc dan, dac biet la thay giao hudng dan PGS,TS Nguyen Xuan Quang da giup do, dong vien, khuyen khich toi tich cuc hoan ban luan van Xin cam on tap the Vien Thuong mai va Kinh te QuOc te va Vien Dao tao Sau dai hoc - Truong Dai hoc Kinh te Quoc dan da tao dieu kien va giup toi rat nhieu suot qua trinh nghien cuu va hoan ban luan van Xin cam on Ban lanh dao va cac anh chi truong, phong khach hang, cac phong ban lien quan, cac khach hang doanh nghiep dang co quan he tai Ngan hang TMCP Ngoai thuong Viet Nam - Chi nhanh So giao dich da gop y kien, cung cap so lieu de toi co the hoan tot ban luan van Xin chan cam on! YEU CAU CUA HOI DONG CHAM LUAN VAN THAC SI VE • *7 ? A Nhung diem can sua chua bo sung trade nop luan van chinh there cho Vien dao tao SDH i:l j ,%^4Z .ydCtzt ,r ^u2t XI f' ' ^CrAzLA^ ^.LX^ T : (Ky en ghi rd ho ten) Cam ket cua Hoc vien7 Va £Akv 4*A CUi\ ,.-&n thnjy Hoc vien (Ky va ghi rd ho ten) Neu hoc vien co trach nhiem chinh sua theo yeu cau cua Hoi dong chfim luan van Trong truong hop khong chinh sua se khong dirge cong nhan ket qua bao ve Hoc vien phai dong ban yeu cau chinh sua vao trudc phhn muc luc luan van chinh thuc nop cho Vien E>T SDH CONG HOA XA HOI • • CHU NGHIA VIET • NAM Hoc lap - Ty - Hanh phuc BAN NHAN XET LUAN SI • • VAN THAC • Ten de tai: Danh gia su hai long cua khach hang doanh nghiep doi voi san pham cua ngan hang TMCP Ngoai thuong Viet Nam - Chi nhanh So giao dich Chuyen nganh: Quan tri kinh doanh thuong mai Ho va ten hoc vien: Nguyen Thien Minh Co so dao tao: Truhng Dai hoc Kinh te Quoc dan Ho va ten nguoi huong dan: PGS.TS Nguyin Xuan Quang Ho va ten nguoi phan bien: TS T ran Hoang Long Co quan cong tac: Truong Dai hoc Kinh te - Ky thuat Cong nghiep NQI DUNG NHAN XET Tinh cap thiet, y nghla khoa hoe va thuc tien cua luan van Ngan hang la mot nhung nganh co muc canh tranh vo cung khoc liet, dac biet hong boi canh kinh te Viet Nam hoi nhap sau hon voi thi truong tai chinh quoc te Trong boi canh do, su hai long cua khach hang duoc coi nhu tai san cua ngan hang, giup ngan hang dat duoc nhung muc tieu, chien luoc kinh doanh cua minh: an toan va sinh loi Voi mong muon tro mot nhung ngan hang thuong mai hang dau Viet Nam, top 300 tap doan ngan hang tai chinh lon nhat the gioi, viec quan tam den muc hai long cua khach hang la tat yeu va co the coi la duong nhanh nhat di den muc tieu Chinh vi vay, viec tac gia lua chon de tai “Danh gia su hai long cua khach hang doanh nghiep doi voi san pham cua ngan hang TMCP Ngoai thuong Viet Nam - Chi nhanh So giao dich” nham giup cho Ngan hang nang cao hieu qua kinh doanh, tao dung vi the canh tranh va phat trien ben vung thoi gian toi la rat can thiet ca ve mat ly luan cung nhu thuc tien Sy phu hyp cua ten de tai voi chuyen nganh dao tao; sy trung lap voi cac cong trinh khoa hoc da cong bo Ten cua de tai luan van phu hop voi chuyen nganh dao tao Quan tri kinh doanh thuong mai Va xuat phat tu muc tieu, doi tuong, pham vi nghien cuu, noi dung cua luan van da the hien duoc cac van de tam phu hop voi ten de tai Co rat nhieu nghien cuu va ngoai nude ve danh gia su hai long cua khach hang voi san pham, dich vu Dong thdi cac nghien cuu cung de cap den nhieu mo hinh kinh dien nhu mo hinh FSQ & TSQ (1984), mo hinh SERVQUAL (1988) Tac gia cung da tong quan duoc cac cong trinh nghien cuu va ngoai nude co lien quan Tuy nhien chua co cac nghien cuu danh gia muc hai long tai ngan hang Ngoai thuong chi nhanh So giao dich nen noi dung cua luan van khong trung lap voi cac cong trinh khoa hoc da cong bo ma toi duoc biet Hinh thuc, ket cau va phtrong phap nghien ciru luan van Hinh thuc trinh bay dep, co day du ca phan tom tat luan van, each hanh van de hieu, cac bang bieu, hinh ve duoc the hien ro rang, sang sua, theo dung the thuc quy dinh cua co so dao tao Ket cau cua luan van theo ket cau mang tinh truyen thong chuong, duoc bo tri can doi, khoa hoc Ngoai phan ma dau, ket luan va kien nghi, danh muc tai lieu tham khao, noi dung chinh cua luan van duoc trinh bay 85 trang Trong do, chuong co 29 trang, chuong co 35 trang, chuong co 21 trang Noi dung giua cac chuong, cac muc, tieu muc duoc sap xep theo dung trinh tu, logic De hoan luan van, tac gia da su dung phuong phap nghien cuu dinh tinh va phuong phap nghien cuu dinh luong Voi phuong phap dinh tinh, tac gia tien hanh phong van sau giam doc, lanh dao phong, 10 nhan vien va 10 khach hang tu thiet ke bang hoi, vay thong tin la rat dang tin cay Voi phuong phap dinh luong, tac gia su dung thang Likert phieu dieu tra, su dung phan mem SPSS de phan tich du lieu la hop ly Tac gia da cung da phan tich uu nhupc diem cua timg mo hinh tu xay dung mot mo hinh nghien cuu su hai long voi nhan to then chot: Chat luong dich vu (voi nhan to: Su thuan tien, Su huu hinh, Phong each phuc vu, Su tin nhiem, Tiep xue khach hang, Danh muc phuc vu), Gia ca, Hinh anh doanh nghiep la hop ly Noi dung va cac ket qua nghien cuu da dat dupe Tren co so ly luan nay, tac gia da van dung viec phan tich, danh gia danh gia duoc muc tac dong cua cac nhan to anh huong toi su hai long cua khach hang: nhan to tac dong manh nhat la Phong each phuc vu voi he so Beta = 0.753, nhan to Hinh anh doanh nghiep co muc tac dong thu voi Beta = 0.150, hay cac yeu to co su hai long tu cao xuong thap nhu: Su thuan tien, Tinh canh tranh gia, Su huu hinh, va nhung diSm khach hang chua hai long nhu: Su tin nhiem, Danh muc dich vu, tiep xue khach hang Cu6i chuong 2, tac gia cung da tong hop dupe thuc trang chung, nhung mat tich cue va han che cua ngan hang viec dap ling su hai long cua khach hang T£r do, tac gia da trinh bay dupe dinh hudng va cac giai phap hop ly, co hieu qua cao nham nang cao muc hai long cua khach hang Nhung giai phap ma tac gia de xuat co can cu khoa hoc, co gia tri ung dung thuc tien doi vdi ngan hang TMCP Ngoai thucrng Viet Nam - Chi nhanh So giao dich Nhung han che, thieu sot can bo sung, sira chua - Phan ma dAu: + Noi dung tong quan kha so sai, moi chi dung d liet ke cac cong trinh nghien cuu, chua tong hop dupe nhung diem chung, chua phan tich danh gia dupe cong va han che cua cac nghien cuu + Phan phuong phap nghien cuu: Can gidi thieu cu the so lupng, doi tupng, co cau ngudi dupe dieu tra - Chuong 1: Neu tac gia dua them noi dung kinh nghiem cua mot so ngan hang viec dap ling su hai long cua khach hang thi se hoan thien hon vi day cung la mot nhung gpi y de de xuat giai phap cho Ngan hang d chuong - Chuong 2: + Bang hoi: o Bang hoi phan tich theo phuong phap dinh tinh can bo sung vao phu luc; cac cau hoi dupe the hien trang 46, khong dong nhat vdi cau hoi dua d phan co so ly luan trang 25 o Cau “Anh chi cd dong tinh vdi cac tieu chi tac dong den su hai long cua khach hang khong?” Day khong phai la cau hoi khao sat thuc trang su hai long ma la cau hoi de nghien cuu danh gia muc tac dong cua cac tieu chi o Cau (Anh chi cd hai long vdi chat lupng dich vu ngan hang?), cau (Ngan hang dap ung nhu cau cua khach hang nhu the nao?): Cau hoi gan giong nhau, rat kho tra ldi + Bang 2.2, trang 48, dien giai cac nhan to tac dong den su hai long cua khach hang: Chua dong nhat vdi cac cau hoi bang hoi + Trong Muc 2.5 Ket luan ve muc hai long cua khach hang chi noi cac chi tieu danh gia theo phuong phap dinh lupng, d phan tren, dupe danh gia theo ca phuong phap + Cuoi chuong 2, nen bo sung noi dung neu ro nguyen nhan cua cac han che lam can cu cho viec dua cac giai phap chuong - Chuong 3: De cai thien phong each dich vu nen de xuat giai phap xay dung va phat huy gia tri van hoa cua Vietcombank - Can trich bo sung day du phan trich dan, danh muc tai lieu tham khao chua day du - Ngoai nhung han che tren, luan van cung mot so ldi chinh ta va loi ky thuat soan thao Ket luan chung Luan van la mot cong trinh khoa hoc duoc nghien cuu nghiem tuc, van phong sang, de hieu, so lieu va nhung dan chung luan van la dang tin cay Ban tom tat da phan anh trung thuc nhung noi dung chinh cua luan van Mac du mot vai diem han che, song nhung cong nghien cuu cua de tai la co ban va co y nghia thuc tien, dap ung dupe yeu cau cua luan van thac si chuyen nganh Quan tri kinh doanh thuong mai Voi nhOng y kien va danh gia nhu tren, toi dong y de hoc vien bao ve luan van cua minh trudc Hoi dong nghiem thu, va neu bao ve cong, hoc vien xung dang duoc nhan hoc vi Thac si chuyen nganh Quan tri kinh doanh thuong mai Kinh mong Hoi dong cham luan van Thac si dong y Toi xin tran cam on Ha Noi, 23 thang 12 nam 2016 XAC NHAN CHLf KYNGUOI PHAN BIEN NGUOI NHAN XET CUA CO QUAN CONG TAC Truong Dai hoc Kinh te - Ky thuat Cong nghiep xac nhan chu ky ben cua nguoi nhan xet luan van thac si la cua TS Tran Hoang Long - Can bo cua Truong PHO TRUONG PHONG TS Tran Hoang Long 101 Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation TXKH1 10.47 4.015 317 TXKH2 10.62 4.584 270 TXKH3 10.72 3.965 581 TXKH4 10.68 4.190 431 ♦ DANH MUC DICH VU Reliability Statistics Cronbach's Alpha N of Items 808 Item-Total Statistics Scale Mean if Item Scale Variance if Item Corrected Item-Total Deleted Deleted Correlation DMDV1 3.56 1.234 680 DMDV2 3.31 1.077 680 ♦ SU TIN NHIEM Reliability Statistics N of Items Cronbach's Alpha 653 Item-Total Statistics Scale Mean if Item Scale Variance if Item Corrected Item-Total Deleted Deleted Correlation STN1 6.50 2.613 601 STN2 6.56 2.776 491 STN3 6.45 3.207 321 102 PHU • LUC • KET QUA PHAN TICH NHAN TO EFA - LAN Factor Analysis KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling 708 Adequacy Approx Chi-Square Bartlett's Test of Sphericity 1943.609 df 325 Sig .000 Total Variance Explained Component Total Variance Explained 10 11 12 13 14 15 16 17 18 19 Initial Eigenvalues Total 5.175 3.146 2.969 2.153 1.717 1.474 1.315 1.065 941 736 668 609 558 491 453 400 320 312 282 %of Cumulative Variance % 19.905 12.101 11.419 8.281 6.604 5.670 5.059 4.096 3.620 2.832 2.568 2.343 2.147 1.890 1.744 1.537 1.231 1.200 1.084 19.905 32.005 43.425 51.705 58.309 63.979 69.038 73.134 76.754 79.586 82.154 84.496 86.643 88.534 90.277 91.815 93.046 94.246 95.330 Extraction Sums of Squared Loadings Total 5.175 3.146 2.969 2.153 1.717 1.474 1.315 1.065 Rotation Sums of Squared Loadings Cumulative Total Cumulative %of %of Variance Variance % % 19.905 12.101 11.419 8.281 6.604 5.670 5.059 4.096 19.905 32.005 43.425 51.705 58.309 63.979 69.038 73.134 2.894 2.847 2.789 2.467 2.295 1.996 1.885 1.842 11.129 10.950 10.727 9.489 8.826 7.675 7.251 7.087 11.129 22.079 32.806 42.295 51.121 58.796 66.047 73.134 103 Total Variance Explained ■*—» c C o Q S o O Initial Eigenvalues Total %of Cumulative Variance % 20 241 925 96.255 21 214 824 97.078 22 209 805 97.884 23 170 654 98.538 24 144 552 99.090 25 131 504 99.594 26 106 406 100.000 Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings Total %of Cumulative Variance % Total %of Cumulative Variance % Extraction Method: Principal Component Analysis Rotated Component Matrix3 Component STT3 923 STT2 869 STT1 831 SHH2 856 SHH4 822 SHH3 816 SHH1 523 PCPV1 784 PCPV3 743 PCPV2 736 PCPV5 588 PCPV4 544 HADN4 855 HADN1 816 HADN3 815 TCTG1 851 TCTG2 844 TCTG3 795 TXKH3 894 104 Rotated Component Matrix3 Component TXKH4 884 DMDV1 790 DMDV2 775 TXKH1 STN1 853 STN2 846 STN3 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations 105 PHU LUC KET QUA PHAN TICH NHAN TO EFA - LAN Factor Analysis KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling 710 Adequacy Approx Chi-Square 1831.636 Bartlett's Test of df 276 Sig .000 Sphericity Total Variance Explained C om ponent Total Variance Explained Initial Eigenvalues Total %of Cumulative Variance % Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings Total %of Cumulative Variance % Total %of Cumulative Variance % 5.089 21.204 21.204 5.089 21.204 21.204 2.810 11.710 11.710 3.069 12.787 33.991 3.069 12.787 33.991 2.800 11.668 23.378 2.747 11.445 45.436 2.747 11.445 45.436 2.783 11.594 34.972 1.994 8.310 53.746 1.994 8.310 53.746 2.441 10.171 45.143 1.679 6.995 60.740 1.679 6.995 60.740 2.300 9.583 54.726 1.474 6.140 66.881 1.474 6.140 66.881 1.772 7.383 62.109 1.257 5.239 72.120 1.257 5.239 72.120 1.752 7.298 69.408 1.039 4.328 76.448 1.039 4.328 76.448 1.690 7.040 76.448 741 3.087 79.535 10 11 12 665 2.771 82.306 609 2.538 84.844 527 2.194 87.038 13 476 1.985 89.023 14 402 1.676 90.700 15 349 1.455 92.155 16 324 1.351 93.505 17 302 1.259 94.764 18 257 1.070 95.834 19 221 919 96.753 20 213 886 97.639 106 C o m p o n en t Total Variance Explained Initial Eigenvalues Total %of Cumulative Variance % 21 22 176 734 98.372 146 608 98.980 23 139 578 99.558 24 106 442 100.000 Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings Total %of Cumulative Variance % Total %of Cumulative Variance % Extraction Method: Principal Component Analysis Rotated Component Matrix3 Component STT3 927 STT2 874 STT1 837 SHH2 866 SHH3 824 SHH4 823 SHH1 511 PCPV1 799 PCPV2 777 PCPV3 761 PCPV5 602 PCPV4 552 HADN1 858 HADN4 837 HADN3 830 TCTG2 849 TCTG1 848 TCTG3 801 TXKH3 912 TXKH4 906 DMDV1 809 DMDV2 795 107 Rotated Component Matrix8 Component STN2 884 STN1 857 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations 108 PHU LUC PHAN TICH NHAN TO BIEN PHU THUOC KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square 686 174.669 Bartlett's Test of df Sphericity Sig .000 Total Variance Explained Component Initial Eigenvalues Extraction Sums of Squared Loadings Total %of Cumulative Variance % 2.232 74.401 74.401 512 17.056 91.457 256 8.543 100.000 Extraction Method: Principal Component Analysis Total 2.232 %of Cumulative Variance % 74.401 74.401 109 PHU• LUC • PHAN TICH TUONG QUAN HE SO PEARSON Correlations Pearson Correlation SHL Pearson Correlation Sig (2-tailed) N Pearson SHH Correlation Sig (2-tailed) N Pearson PCPV Correlation Sig (2-tailed) N Pearson HADN Correlation Sig (2-tailed) N Pearson TCTG Correlation Sig (2-tailed) N Pearson TXKH Correlation Sig (2-tailed) N Pearson DMDV Correlation Sig (2-tailed) N STN STT SHH 163 045 847” 522” 157 050 588 000 000 145 145 145 145 163 194* Sig (2-tailed) N STT SHL Pearson Con-elation 050 PCPV HADN TCTG TXKH DMDV STN -.134 282** -.092 060 108 001 269 145 145 145 145 145 278** 132 100 024 513** 038 019 001 114 232 774 000 648 145 145 145 145 145 145 145 145 145 045 194* 148 119 366” 002 103 121 588 019 076 155 000 980 216 148 145 145 145 145 145 145 145 145 145 847” 278” 148 4.85** 225” -.084 250" -.034 000 001 076 000 007 314 002 682 145 145 145 145 145 145 145 145 145 522” 132 119 485” 073 -.092 078 105 000 114 155 000 380 269 354 211 145 145 145 145 145 145 145 145 145 157 100 366” 225** 073 000 082 002 060 232 000 007 380 996 328 977 145 145 145 145 145 145 145 145 145 -.134 024 002 -.084 -.092 000 003 163 108 774 980 314 269 996 967 050 145 145 145 145 145 145 145 145 145 282” 513“ 103 250** 078 082 003 064 001 000 216 002 354 328 967 444 145 145 145 145 145 145 145 145 145 -.092 038 121 -.034 105 002 163 064 110 Correlations Sig (2-tailed) N SHL STT SHH 269 648 148 682 211 977 050 444 145 145 145 145 145 145 145 145 PCPV HADN TCTG TXKH DMDV STN ** Correlation is significant at the 0.01 level (2-tailed) * Correlation is significant at the 0.05 level (2-tailed) Danh gia bang R Model Summaryb Model R R Square ,860a 739 Adjusted R Std Error of the Square Estimate 734 a Predictors: (Constant), DMDV, HADN, PCPV b Dependent Variable: SHL 424 Durbin-Watson 1.615 145 in PHU• LUC • PHAN TICH HOi QUY Model Summaryb R Model R Square 860a Adjusted R Std Error of the Square Estimate 739 734 Durbin-Watson 424 1.615 a Predictors: (Constant), DMDV, HADN, PCPV b Dependent Variable: SHL Coefficients8: Model Sum of df F Mean Square Sig Squares Regression 71.905 23.968 Residual 25.367 141 180 Total 97.272 144 000b 133.227 a Dependent Variable: SHL b Predictors: (Constant), DMDV, HADN, PCPV Coefficients8 Model Unstandardized Standardized Coefficients Coefficients B Std Error t g Si Beta Collinearity Statistics Toleranc ViF e (Constant) -.044 205 PCPV 832 056 HADN 135 DMDV 068 a Dependent Variable: SHL -.213 832 753 14.856 000 719 1.390 044 150 3.054 003 763 1.311 037 081 1.831 069 935 1.070 112 PHU• LUC • PHAN TICH ANOVA NHAN TO: QH Test of Homogeneity of Variances SHL dfl Levene df2 Sig Statistic 2.219 070 140 ANOVA SHL Sum of Mean Square df F Sig Squares Between Groups 9.387 2.347 Within Groups 87.885 140 628 Total 97.272 144 3.738 006 Descriptives SHL N Mean Std Std Error Deviation 95% Confidence Interval for Mean Lower Upper Bound Bound 1-2 ngan hang 35 3.91 596 101 3.71 4.12 3-4 ngan hang 54 3.81 863 117 3.58 5-6 ngan hang 21 3.76 731 160 3.43 7-8 ngan hang 10 3.50 1.199 379 > ngan hang 25 3.19 727 145 3.70 822 Total Minimum Maximum 4.05 4.09 2.64 4.36 145 2.89 3.49 068 3.57 3.84 113 NHAN TO: TG Test of Homogeneity of Variances SHL dfl Levene d£2 Sig Statistic 2.185 074 140 ANOVA SHL Sum of Mean df Squares Between Groups F Sig Square 7.109 1.777 Within Groups 90.163 140 644 Total 97.272 144 2.760 030 Descriptives SHL N Mean Std Std 95% Confidence Deviation Error Interval for Mean Lower Upper Bound Bound Minimum Maximum < nam 30 3.43 1.006 184 3.06 3.81 1-2 nam 42 3.52 814 126 3.26 3.77 3-4 nam 36 3.89 685 114 3.66 4.12 5-6 nam 29 3.93 692 129 3.67 4.19 > nam 4.00 735 260 3.39 4.61 145 3.70 822 068 3.57 3.84 Total 114 Means Plots Hinh 3.1: Tac dong giua So liroiig ngan hang giao dich va Sw hai long cua khach hang Hinh 3.2: Tac dong giua Thoi gian sir dung dich vu va Sy hai long cua khach hang 2016 Tumi tin iferences Processed on: 29-Dec-2016 10:50 ICT Luan van thac si ID: 713124698 ginality Report Similarity by Source Nguyen Thien Minh Word Count: 39458 Submitted: By Thien Minh Nguyen Similarity Index 16% Internet Sources: Publications: Student Papers: 16% 3% 9% 3cument Viewer Ude quoted include bibliography excluding matches < 30 words ▼ mode: LOI CAM DOAN "Toi da doc va hieu ve cac hanh vi vi pham si/ trung thi/c show highest matches together ▼ 5% match (Internet from 17-Aug-2014) http://dspace.hui.edu.vn:8080 hoc thuat Toi cam ket bang danh di/ ca nhan rang nghien ci?u toi tU thi/c hien va khong vi pham yeu cau ve su1 trung thi/c hoc thuat" Toi xin cam doan luan van "Danh gia si/ hai long cua khach hang 1% match (Internet from 04-Jun-2014) http://www.thuviennet.vn doanh nghiep doi vdi san pham cua Ngan hang TMCP Ngoai thuong Viet Nam - Chi nhanh Sd giao dich" la cong trinh nghien cdu cua rieng tdi Cac so lieu, noi dung, ket qua nghien ct/u luan van la trung thUc va co 1% match (student papers from 09-Oct-2016) Submitted to National Economics University nguon goc ro rang Tac gia Nguyen Thien Minh LOI CAM ON Xin chan cam On cac thay co giao Vien ThUdng mai va Kinh te Quoc te - Tru'dng Dai hoc Kinh te Quoc 1% match (Internet from 21-Oct-2014) http://www.slideshare.net 31 1% match (Internet from 24-Jun-2015) http://www.slideshare.net dan, dac biet la thay giao hi/dng dan PGS,TS Nguyen Xuan Quang da giup dd, dong vien, khuyen khich tdi tich cut ho^n th^nh ban luan v3n Xin cam On tap the Vien ThifOng mai va Kinh te Quoc te va Vien Dao tao Sau dai hoc - < 1% match (Internet from 15-Jun-2015) http://www.slideshare.net < 1% match (Internet from 17-Nov-2016) http://ce.ctu.edu.vn < 1% match (Internet from 23-Apr-2016) http://vietcombank.com.vn Tri/dng Dai hoc Kinh te Quoc dan da tao dieu kien va giup dd tdi rat nhieu ib nghien cifu va I van Xin ban lu 58 < 1% match (student papers from 23-Dec-2014) Submitted to Aurora High School rnitin.com/newreport.asp?r=38.2355884379972&SM-=09&lang=en_us&oid=713124698&pbd=2&ft=1&ro= 1/1