| Tài liệu tham khảo |
Loại |
Chi tiết |
| 1. Đỗ 2007 ghiên cứ h i ng c hách h ng nh nghi p i i ản ph ch g n h ng chi nhánh p ĩ Đ |
Sách, tạp chí |
| Tiêu đề: |
ghiên cứ h i ng c hách h ng nh nghi p i i ản ph ch g n h ng chi nhánh p |
|
| 6. N ơ 2008 h ư ng ch ng n h ng i n nh gi h nh h nh n ĩ Đ |
Sách, tạp chí |
| Tiêu đề: |
h ư ng ch ng n h ng i n nh gi h nh h nh n |
|
| 8. ơ 2012 ng c ch ư ng ch ng n h ng i n ại g n h ng P h ĩ Đ Tp.HCM |
Sách, tạp chí |
| Tiêu đề: |
ng c ch ư ng ch ng n h ng i n ại g n h ng P h |
|
| 1. Edvardsson, B., Thomasson, B. & OvretVeit, J., 1994. Quality of Service: Making it Work . New York, McGraw-Hill |
Sách, tạp chí |
| Tiêu đề: |
Quality of Service: Making it Work |
|
| 2. Gronroos, 1984. A Service Quality Model And Its Marketing Implications. European Journal Of Marketing vol.18 iss 4, pages 36-44 |
Sách, tạp chí |
| Tiêu đề: |
A Service Quality Model And Its Marketing Implications |
|
| 3. Jessica Santos, 2003. E-service quality: a model of virtual service quality dimensions. Managing Service Quality, Vol. 13 No. 3: 233 – 246 |
Sách, tạp chí |
| Tiêu đề: |
E-service quality: a model of virtual service quality dimensions |
|
| 4. Kotler, P., & Keller, K.L., 2006. Marketing Management. Pearson Prentice Hall, USA |
Sách, tạp chí |
| Tiêu đề: |
Marketing Management |
|
| 5. Lassar, W.M., Manolis, C. and Winsor, R.D., 2000. Service quality perspectives and satisfaction in private banking. International Journal of Bank Marketing, Vol. 18, No. 4: 181-199 |
Sách, tạp chí |
| Tiêu đề: |
Service quality perspectives and satisfaction in private banking |
|
| 6. Levesque và McDougall, 1996. Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, Vol. 14 No. 7: 12 - 20 |
Sách, tạp chí |
| Tiêu đề: |
Determinants of customer satisfaction in retail banking |
|
| 7. Mahdi Salehi, 2010. E-Banking in Emerging Economy: Empirical Evidence of Iran. International Journal of Economics and Finance |
Sách, tạp chí |
| Tiêu đề: |
E-Banking in Emerging Economy: Empirical Evidence of Iran |
|
| 8. Masopha Nehemia Molapo, 2008. An Assessment Of Internet Banking Service Quality. Master Commercll in Business Management at University of Johannesburg |
Sách, tạp chí |
| Tiêu đề: |
An Assessment Of Internet Banking Service Quality |
|
| 9. Richard L. Oliver , 2010. A Behavioral Perspective on the Consumer, NO. 2: 6-7 |
Sách, tạp chí |
| Tiêu đề: |
A Behavioral Perspective on the Consumer |
|
| 10. Samar I. Swaid and Rolf T. Wigand, 2009. Measuring The Quality Of E- Service: Scale Development And Initial Validation. Journal of Electronic Commerce Research, Vol. 10, No. 1, 2009: 15-16 |
Sách, tạp chí |
| Tiêu đề: |
Measuring The Quality Of E-Service: Scale Development And Initial Validation |
|
| 11. Terrence Levesque and Gordon H.G. McDougall, 1996. Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, Vol.14 No. 7: 12 - 20 |
Sách, tạp chí |
| Tiêu đề: |
Determinants of customer satisfaction in retail banking |
|
| 12. V.A Zeithaml and M.J Bitner, 2000. Service Marketing. Mc Graw Hill |
Sách, tạp chí |
| Tiêu đề: |
Service Marketing |
|
| 13. Yavas, U., Bilgin, Z. and Shemwell, D. J., 1997. “ ic i in h n ing c in n ging c n c n ”. International Journal of Bank Marketing, Vol. 15, No. 6: 217-223.Trang website |
Sách, tạp chí |
| Tiêu đề: |
“ ic i in h n ing c in n ging c n c n ” |
|