(Luận văn thạc sĩ) nghiên cứu lòng trung thành của khách hàng trong ngành ngân hàng tại TPHCM

ttp://www.vietcombank.com.vn http://www.acb.com.vn http://www.essays.se http://www.vnba.org.vn http://www.sbv.org.vn http://diendannganhang.com http://www.sacombank.com industry”, working paper, from i PHỤ LỤC Phụ lục I: MƠ HÌNH VÀ THANG ĐO CỦA G.ABDOLLAHI (2008) Mơ hình nghiên cứu: Hình vẽ Mơ hình nghiên cứu Goulrou Abdollahi (2008) Habit H4 Loyalty H5 H1 Tangible Quality H6 H2 H3 Intangible Quality Switching Cost Choosing Satisfaction (Nguồn: Goulrou Abdollahi (2008), Creating a model for customer loyalty in banking industry of Iran, tr.77 [25]) ii Các thang đo: Thang đo Lòng trung thành I would always recommend my bank to the others It would be difficult to change my beliefs about this bank I am a loyal customer to this bank I not like to change to another bank because this bank sees my needs I would always use this bank’s services I would always consider this bank as the first choice if I need new services Even if close friends recommended another bank, my preference for this bank would not change Thang đo Sự thỏa mãn This bank doesn’t meet my needs The bank I work with is far from my expectations of an ideal bank According to my experiences, I’m satisfied with this bank In comparision to other banks, I consider this bank and its services successful Thang đo Quyết định lựa chọn Before choosing a bank I consider its advantages and disadvantages The decision which I make for choosing a bank for the first time is very important Before choosing a bank, I compare it with other banks Thang đo Thói quen I use this bank because my family also uses it I use this bank because I am admitted as a member of this bank by my office or family I use this bank because it is near my office or home I use this bank because it has many branches I use this bank because this is the first bank which I used its services I’m used to using of the services of this bank ...i PHỤ LỤC Phụ lục I: MƠ HÌNH VÀ THANG ĐO CỦA G.ABDOLLAHI (2008) Mơ hình nghiên cứu: Hình vẽ Mơ hình nghiên cứu Goulrou Abdollahi (2008) Habit H4 Loyalty H5 H1 Tangible Quality... model for customer loyalty in banking industry of Iran, tr.77 [25]) ii Các thang đo: Thang đo Lòng trung thành I would always recommend my bank to the others It would be difficult to change my beliefs