3 research on customer loyalty in vietnam card industry

... Recommendations to Build Customer Loyalty in Vietnam Card Industry Based on the literature in chapter and the fact of customer loyalty in Vietnam card industry, chapter gives instructions toward Vietnam ... CARD INDUSTRY 37 3. 1 VIETNAM CARD MARKET OVERVIEW 37 iv 3. 1.1 Vietnam card market 37 3. 1.2 Export opportunities 44 3. 2 RESEARCH ON CUSTOMER LOYALTY IN VIETNAM ... resources on trying to attract new customers.” *Mike Faulkner, 20 03+ Your focus determines how you think and how your customers think of you 36 CHAPTER RESEARCH ON CUSTOMER LOYALTY IN VIETNAM CARD INDUSTRY...

Ngày tải lên: 17/03/2015, 13:26

... 31 .174 31 .548 33 .262 31 .34 5 31 .514 33 .2 83 32.557 0.785 0. 737 0.612 0.724 0.722 0.598 0.674 0.867 0.8 73 0.888 0.874 0.875 0.889 0.880 12 .37 3 12. 439 12.448 12 .37 7 12.401 13. 391 13. 375 13. 604 13. 620 ... ……………… .34 3. 3.2 Questionnaire for proactive improvement factor……… …… .35 3. 3 .3 Questionnaire for the trust factor………… ……………… .36 3. 3.4 Questionnaire for customer loyalty factor………… ……… 37 3. 4 Pretest interview……………………………………… ... age of 30 10 APLL group investments in Vietnam also include Vietnam International Container Terminals (VICT), the first dedicated container port in Ho Chi Minh City Research background Since the...

Ngày tải lên: 12/08/2017, 21:35

... 1.7 23 0.681 0.5 73 PSQ8 PSQ9 7.11 7.97 2 .36 3 2.506 0.618 0.501 0.656 0.771 PSQ10 PSQ11 7 .30 7.59 3. 3 63 3.215 0.854 0.7 63 0. 837 0.916 PSQ12 7 .34 3. 352 0. 836 0.850 PSQ 13 PSQ14 7.29 7.29 1.2 93 1. 53 ... purchase intention In this study, the authors found that satisfaction has a signification effect on purchase intentions H3: Customer satisfaction positively impacts on customer loyalty 2 .3 Conceptual ... (B2B) context It is even difficult to find a clear definition of customer loyalty in B2B market It means that deep research about customer loyalty is obviously rare in a certain section of the industry...

Ngày tải lên: 04/05/2017, 21:35

... advertising In this way, banks can increase customers, that is, the customer is the king High customer satisfaction is important in maintaining a loyal customer base To link the service quality, customer ... insights into the customer loyalty determinants, customer personality and customer loyalty interrelationships Furthermore, the adoption of a longitudinal design could be useful to explain how customer ... research are consequent to the study findings on customer loyalty determinants, customer personality and customer loyalty There are also implication for further research emanating from missed...

Ngày tải lên: 13/11/2017, 08:49

... satisfaction 33 3. 3 .3 Items to measure customer loyalty 35 3. 3 Preliminary study 35 3. 4 Theoretical Model 37 3. 5 Main survey 37 3. 5.1 Sampling ... TAG30 TAG31 TAG32 TAG 33 CQ34 CQ35 CQ36 3. 2 .3 Items to measure customer loyalty In the present study ‘ loyalty ’ are defined those customers who hold favorable attitudes toward an organization, ... service industry Q.2 How the dimensions of service quality effect on customer satisfaction, customer loyalty in cleaning service industry Q .3 Is there any significant relationship between customer...

Ngày tải lên: 03/10/2014, 11:44

... 296 31 9 221 39 4 192 210 1 83 30 151 33 7 70 57 and Rate (%) 48,1 51.9 36 64 31 .2 34 .1 29.8 4.9 24.6 54.8 11.4 9 .3 74 12.0 248 206 56 31 36 6 1 43 39 67 40 .3 33. 5 9.1 5.0 59.5 23. 3 6 .3 10.9 Testing ... evaluation result (after removing some observation variables) 48 .39 1 0.629 Put into official research 3. 3 Official research After implementing quantitative preliminary research, building and evaluating ... Vietnam In this part, the author describes the fashion market in Vietnam Fashion style has strong influence on customer behavior so the author chose the shirt market to conduct research in Vietnam...

Ngày tải lên: 30/10/2014, 11:17

... 46 32 6  87 23 8 9787 6  83 76 32 8 68746974  2656 43 83 65687! 23 6 37 "8674!7"46 867462 "33 6587 432 8 34 7 "37 787 3 46 32 6 87 23 8 978766 32 8 ... 46 32 484867!2 3 67"88674 4887644!528 3 ! 7"628476 23  3" 6 432 8 34 7"2 3 67"8674   3  3 46 32 6 87 23 8 9787876 32 8 687 469746 83 75  66"646 32 2 32 8484 3  3 46 32 ... 687469746 83 7 #$%$& '()(*+,-./()01 23)  484 3 46 32 6 87 23 8 9787876 32 8 687469746 83 75  66 "6 624 93 6787 6 432 8 34 432 8 37  8! 46 32 484867!2 3 67"88674 4887644!528 3 !...

Ngày tải lên: 05/05/2016, 15:29

... 8.760 71.460 3. 235 1. 035 6.087 77.547 3. 597 617 3. 627 81.1 73 572 3. 3 63 84. 536 4 93 2.9 03 87. 438 39 5 2 .32 2 89.760 10 37 5 2.208 91.968 11 2 93 1.722 93. 690 12 250 1.4 73 95.162 13 225 1 .32 6 96.488 14 ... value Cronbach's Alpha : 649 econom09 econom10 econom11 econom12 11.5 435 11.4058 11.2029 11.89 13 3.505 3. 425 4.280 4.185 467 594 34 2 33 1 247 35 6 165 1 43 554 461 637 646 3. 240 3. 1 03 3.462 3. 092 ... 4 .3. 2 Exploratory Factor Analysis 28 4 .3. 3 Discussion on the customer loyalty 31 4 .3. 4 Testing the research model and hypotheses 32 iv 4 .3. 5 Testing the research model 33 ...

Ngày tải lên: 07/04/2017, 11:34

... examining the influencing of relationship quality on customer loyalty in veterinary medicine industry in Vietnam, there are many factors that affect customer loyalty to a veterinary medicine ... may lead to increase the relationship with customer and then increase the customer loyalty in Vietnam veterinary medicine industry H1: Trust has a positive impact on customer loyalty 2 .3. 2 Commitment ... 602 TRUST04 23. 995 7.005 30 1 189 616 TRUST05 23. 6 43 6.8 13 322 220 611 TRUST06 23. 947 6.478 36 4 233 599 TRUST07 23. 807 6. 438 427 228 5 83 TRUST09 24. 130 7.1 53 199 192 642 Commitment CronbachAnpha:...

Ngày tải lên: 12/08/2017, 21:35

... 97.5 43 433 429 787 85 .38 98.865 35 5 30 7 790 Material 85.71 99.409 31 4 32 5 792 Appropriate location 85.41 99.689 2 73 302 7 93 Parking area 85 .37 99.970 270 33 0 7 93 Keeping the promise 86.00 98.079 31 2 ... Physical facilities 30 4 3. 86 798 30 4 4.06 7 83 304 3. 74 7 93 Appropriate location 30 4 4. 03 844 Parking area 30 4 4.08 811 Keeping the promise 30 4 3. 45 970 Customers’ problem solving 30 4 3. 57 906 Perform ... Correlation Correlation Deleted Cronbach's Alpha = 5 93; N of items = Equipment 11.66 3. 0 23 328 109 568 Physical facilities 11 .34 3. 095 459 2 23 457 11. 13 3 .39 5 35 1 141 539 11.45 3. 318 37 2 154 524...

Ngày tải lên: 05/07/2014, 10:08

... telephony industry in Vietnam MobiFone specializes in building, developing network and providing mobile telephony The contingent of 3. 000 MobiFone staff in ready to effectively meet every demand of customers ... 87 5 .3. 2 .3 Convenience in procedures 89 5 .3. 2.4 Value – add services 89 5 .3. 3 Switching barrier 90 5 .3. 3.1 Customer relationship 90 5 .3. 3.2 Attractiveness ... …………… .39 3. 1 Research design 38 3. 2 Determination of sample size 40 3. 3 Sampling design and techniques 41 3. 4 Research instrument 42 3. 5 Data...

Ngày tải lên: 23/08/2014, 02:02

... satisfaction factor, determinants port, tion of it are also identified re respectively 4.4.1 Dimension Determin inants of convenience Cod ode CONVENIENCE CO ON Subvariable CON1 CON2 CON3 CON4 CON5 CON6 ... content Having continuously upda information dated Fast in transaction accompl plishment Having confirmation notice for each done transaction tice inants of website content Figure 4.4 .3: Determina Acc ... use Having friendly, nice and professional design Sufficient in data content Having continuously updated information Fast in transaction accomplishment Having confirmation notice for each done transaction...

Ngày tải lên: 25/11/2014, 00:33

... stated at the beginning The questionnaire consists of 15 questions in total, divided in two main parts Part I includes four main questions, gathering some demographic information of customers, namely ... REVIEW 13 2.1 Introduction 13 2.2 Consumer behavior 13 2 .3 The basic factors affecting consumer behavior for using payment bank cards 13 2 .3. 1 Consumer characteristics ... and 33 %, respectively Techcombank is always committed to keeping all personal information on customers confidential, improving security systems and security functions of cards in order to help customers...

Ngày tải lên: 03/03/2016, 11:19

... 25 -34 35 -44 45-54 Over 55 Postpaid Prepaid Male 43 16 13 13 30 Female 31 12 10 22 Male 72 27 23 14 29 43 Female 53 21 17 10 21 32 Male 99 38 33 18 30 69 Female 73 29 24 13 22 51 Male 17 4 13 Female ... services Customer satisfaction -Convenience in procedures -Customer services Customer loyalty Switching costs - Loss cost Recommendation s to improve customer loyalty in mobile communication service ... strongest influence to customer loyalty The “loss cost” is the second factor affecting customer loyalty (ß6=0.178) The “calling quality” is thirth factor affecting customer loyalty The regression...

Ngày tải lên: 09/05/2016, 16:44

... 41.920 49.648 56.5 73 62.179 66.9 63 71.525 15.915 13. 576 12.6 23 11. 231 10.698 7.481 15.915 29.492 42.114 53. 345 64.044 71.525 16 0 .33 3 1 .33 3 91.9 23 17 0 .32 7 1 .30 8 93. 232 18 0 .31 4 1.255 94.487 19 ... quality, customer satisfaction seems justified to the survival of service firms, including the banking firms in terms of retaining customer s continuation to business Many empirical researches in various ... dimensions on customer satisfaction directly and loyalty indirectly in an integrated model in Vietnam context The improvements of service delivery in banking business are expected to influence...

Ngày tải lên: 28/05/2017, 10:08

... industry? The researchers pay attention to find the reason for the problem and discover the main factors influencing to customer loyalty in restaurant industry On the other hand, one of the interesting ... hypotheses 30 CHAPTER 3: RESEARCH METHODOLOGY 3. 1 Research process 32 3. 2 Measurement 34 3. 3 Preliminary survey 37 3. 4 Sampling method 39 3. 5 Data analysis ... role in maintaining a relationship between service provider and customers Customer satisfaction helps to increase the customer motivation of choosing and continued buying products or services Customer...

Ngày tải lên: 11/08/2017, 21:23

... Self.determination Self.determination 11 12 13 14 15 Self.determination Self.determination IMP Impact Impact Impact 33 a “flash in the pan” approach Conveys ownership by talking in terms of our customer, ... ways, expressing confidence, fostering initiative and responsibility, and building on success (Conger, 1989; Dubrin, 2012) The second interpretation of empowerment takes the viewpoint of the follower-empowerment ... especially in difficult contexts, when an organization has undergone a process of restructuring the organization Maintaining and promoting the loyalty of a workforce survived the filtering and sizing...

Ngày tải lên: 12/08/2017, 21:10

... particular order and linked together in certain way, on a flat surface of some kind In conclusion, Byrne’s definition can be considered one of the most complete definitions of writing because it covers ... “Action Research Procedure” describes the procedure of my action research with the following main steps: defining the problem, observing class, conducting a survey using questionnaires, collecting ... analyzing data, and giving out conclusions from findings Part 3: Conclusion is the last part which offered a summary and suggestions for solving the problem of inactiveness of groupwork in teaching...

Ngày tải lên: 07/11/2012, 14:31

... given the following convention, has caused some confusions: Between them the difference is in the first convention sum total PageRank value to one, but obtains in second convention each PageRank ... direct relationships among users over the Internet The initial use of P2P networks in business followed the deployment in the early 1980s of free-standing PCs In contrast to the mini-mainframes of ... characteristic • We recognize main the point in dispute and question and the distribution page ranking concern in the P2P network crown which constructs Chapter 2: Foundation of Ranking on DHT Peer to Peer...

Ngày tải lên: 20/11/2012, 11:36

... competitive edge for industry This paper makes an attempt to find influence of employee motivation and its component on customer satisfaction in the airline industry of Pakistan The remaining of paper ... customers are a strong medium in building brand image Employee motivation COPY RIGHT © 2012 Institute of Interdisciplinary Business Research 532 ijcrb.webs.com INTERDISCIPLINARY JOURNAL OF CONTEMPORARY ... organizational goals to improve satisfied customers base COPY RIGHT © 2012 Institute of Interdisciplinary Business Research 536 ijcrb.webs.com INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS...

Ngày tải lên: 11/09/2013, 11:44