techcombank s previous survey on card service customer satisfaction on card services
mar ngân hàng - banking service customer satisfaction
... Satisfaction In this section the research spotlights on the relevant literature on the concept of satisfaction, its consequences (loyalty and WOM) 2.3.1 Satisfaction Satisfaction has been considered as ... transaction systems Privacy consider as one of the most influential factor on customer satisfaction as shown in table (8) 5.5 Security has a positive significant influence on customer satisfaction ... Advances in Consumer Research,17, 571-6 Edvardsson, B., Johnson, M.D., Gustafsson, A., & Strandvik, T (2000) The effects of satisfaction and loyalty on profits and growth: products versus services...
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Customer satisfaction assessment on Vietnambank''s card service quality = đánh giá độ thỏa mãn của khách hàng đối với dịch vụ thẻ của Vietinbank
... extends to its customers, and the security of the service This dimension refers to how a firm s personnel interact with customers and customers’ possession such as courtesy reflects politeness, ... research result The thesis is also a reference material guiding for other banks in assessing customer satisfaction Research result The research result suggests the most suitable model to assess customer ... characteristics is presented The customer satisfaction toward Vietinbank s card service is shown Some comparison between customer satisfaction toward Vietinbank s and other banks’ card service...
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DSpace at VNU: Customer satisfaction assessment on Vietnambank's card service quality
... Customer satisfaction on Vietinbank s card 49 3.3 Comparison between customers’ satisfaction toward each service attribute and the overall satisfaction level 54 3.4 Comparison of Vietinbank s ... Comparison of Vietinbank s and other banks’ card service quality 58 CHAPTER 4- CONCLUSIONS AND RECOMMENDATIONS 64 CHAPTER 4- CONCLUSIONS AND RECOMMENDATIONS 64 4.1 Conclusions 64 ... Recommendations 64 4.2.1 Suggestions to improving debit card service quality 65 4.2.2 Suggestions for Vietinbank to improving credit card service quality 67 4.2.3 Suggested action plan...
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Khóa luận tốt nghiệp tiếng anh: A Study on the relationship between service quality and customer satisfaction in Hanoi’s tourism
... the research results also show conclusion, limitations as well as directions for further researches in the future Keywords: Customer Satisfaction, tourist satisfaction, tourist destination, SERVQUAL, ... Good satisfaction Very good satisfaction (Source: Best, 1997, p174) Measurement of Tourist Satisfaction Tourist satisfaction and are measured by respondents’ ideas of their satisfaction on a ... (Johnson and Fornell, 1991, cited by Gustafsson, Johnson, and Roos, 2005) This has strong positive effect on customer loyalty intensions across a variety of products and services In a service context,...
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customer satisfaction assessment on vietnambanks card service quality
... extends to its customers, and the security of the service This dimension refers to how a firm s personnel interact with customers and customers’ possession such as courtesy reflects politeness, ... research result The thesis is also a reference material guiding for other banks in assessing customer satisfaction Research result The research result suggests the most suitable model to assess customer ... characteristics is presented The customer satisfaction toward Vietinbank s card service is shown Some comparison between customer satisfaction toward Vietinbank s and other banks’ card service...
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Khóa luận tốt nghiệp tiếng anh:The Influence of Ground Service Quality and Inflight Service Quality on Customer Satisfaction: A case study of Vietnam Airlines
... following are satisfaction index model, which are studies in previous researches Established in 1989, the Swedish Customer Satisfaction Barometer (SCSB) was the first national customer satisfaction index ... provides service that satisfies the customer s needs (Metters et al., 2003) Thus, simply speaking, service quality is defined as the satisfaction of customer expectations However, service quality is ... Performance of Service quality Figure Components of Customer satisfaction However, for this research the components of satisfaction measured are satisfaction with the services offer by Airlines These are...
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Khóa luận tốt nghiệp tiếng anh:THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN THE FOOD BEVERAGE INDUSTRY IN VIETNAM: A CASE STUDY IN THE SYSTEM THE GIOI NGHIENG 2305 RESTAURANTS
... Hence,Perceived Service Quality = Service Perception – Service Expectation 2.1.3 Customer satisfaction Customer satisfaction with products and services is understood as the satisfaction of customer transactions ... company s services to other customers The consumer satisfaction for the emotional service for company business services based on each contact or dealings with that company (Bitner & Hubbert, 1994) Service ... quality Customer Complaints Customer satisfaction (ACSI) Perceived value Customer expectations Customer Loyalty Fig The ACSI (American customer satisfaction model) The ACSI uses customer interviews...
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Survey about the level of satisfaction of customer to the consultation service of securities companies in hanoi stock market
... about consultant services In interviewing, researchers asked from to questions related to brokers’ job Researchers made sure that all answers only use for this topic only, therefore we take notes ... percentages of investors are using broker s service and “whether brokers influence the investor s trading decision” Finally, investors will be asked for suggestion to improve Page | 22 the broker s service ... main parts In the first part, researchers will ask some personal questions that related to the job of investors and the company they are concerning Then, the second part is focus on answering,...
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studying customer satisfaction’s impact on customer loyalty and shirt repeating purchase behavior of urban customers in vietnam under the influence of involvement and fashion style
... fashion style Based on the results, this thesis gives some recommendations to enterprises producing and dealing in fashionable shirts to increase satisfaction, retain loyalty towards repurchase ... Research questions With these above-mentioned objectives, this thesis follows these questions: - How does satisfaction affect the expressions of loyalty and repurchase behavior? - Which expression ... questions and missions 1.2.1 Research objectives This thesis focuses on evaluating, testing the impact of satisfaction on loyalty and repurchase behavior for shirt of Vietnam urban customers,...
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a survey on parent' attiudes towards their children's learning english at the primary school = b khảo sát thái độ của phụ huynh về việc học tiếng anh của con ở trường tiểu học
... English teachers should create lessons which can develop more ability of the students in listening and speaking skills Secondly, the consideration of most parents is teacher staff Basing on data of ... Teachers should understand young learners‘ instincts, interests, cognizance, emotional aspects and especially their characteristics These issues play a crucial role in how teachers plan a lesson, ... focus only on them and sharing the book 37 Book time may be a single session or part of a larger English session which includes other activities in English It is necessary to set up ‗English book...
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A survey on urban high school teacher's and students' attitudes towards communicative language teaching = Khảo sát thái độ của giáo viên và học sinh trung học n
... National University, Hanoi University of Languages and International Studies FACULTY OF Post- graduate STUDIES VŨ THỊ HOÀNG ANH A SURVEY ON URBAN HIGH SCHOOL TEACHER S AND STUDENTS’ ATTITUDES TOWARDS ... Findings…………………………………………………………………………… 27 2.6 Teachers’ Attitudes and Classroom Practices …………………………………… 45 CHAPTER III: DISCUSSION………………………………………………………….49 3.1 Teachers’ and students’ attitudes towards ... …………………………………………………………………………51 Implications for Teacher Education…………………………………………………….51 Limitations of the study…………………………………………………………………52 Suggestions for Further Studies ………………………………………………… … 52 REFERENCES……………………………………………………………………...
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A survey on urban high school teacher's and students' attitudes towards communicative language teaching = Khảo sát thái độ của giáo viên và học sinh trung học n20150227
... interactions as comprehensively as possible 2.4 Data Analysis Responses to the questionnaire were first coded into five categories as suggested by Karavas-Doukas (1996) These categories include ... 2.3.1 Questionnaires Two instruments were used to collect the data, i.e., a survey questionnaire (24 questions for both teachers and students) and classroom observation The main purpose is to find ... observed The results showed that there was discrepancy between teachers expressed attitudes and their classroom practices These Greek teachers supported CLT in their responses to the questionnaire,...
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Determinants of customer satisfaction on mortgate service a case study of anz bank Vietnam limited Luận văn thạc sĩ
... call satisfaction Obviously, there is a strong link between customer satisfaction and service quality For this reason, research on customer satisfaction is often closely associated with the measurement ... magazines like Vietnam Economics Times, The Asian Banker and Finance Asia, ANZ has no official research on customer s satisfaction on its services, what is the key factor mostly effect customer s satisfaction ... positive impact on customer satisfaction Relational dimension refers to additional services and experience which the bank brings customer besides the core service including some items such as:...
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Customer satisfaction towards the bank card service quality at ho chi minh city
... business and it also means that the business honors its premises Responsiveness: It means the willingness of a worker for the sake of providing service Responsiveness encompasses timeliness of ... card services in HCM city Make comparative analysis of customer satisfaction at banks survey Draw conclusions and make recommendations on what banks should to increase customer satisfaction toward ... Responsiveness has positive relationship with customer satisfaction H3: Assurance has positive relationship with customer satisfaction H4: Empathy has positive relationship with customer satisfaction H5: Tangibles...
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Assessment of customer satisfaction on service quality at the vinpearl land
... business services, the quality of service is a factor important a strong impact on customer satisfaction One of the scales measuring service quality is widely accepted SERVQUAL scale is was created ... areas VCGT VCGT costs in this area much more reasonable 3.3.2 Measure customer satisfaction In chapter the author refers to service quality and satisfaction customers For the business services ... model scale and quality of services performed theoretical model the relationship between components of quality service and satisfaction levels Page 17 ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICE...
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Impact of internet service on customer satisfaction in vietcombank a case study of vietcombank binh tay branch
... Hypothesis (H2): Customer Service of Online Service has positive impact on customer satisfaction in internet banking Hypothesis (H3): Assurance of Online Service has positive impact on customer satisfaction ... REVIEW Basic Concepts 1.1 .Customer Satisfaction (CS) Customer satisfaction (CS) has received numerous attention and interest among scholars and practitioners alike because of its role as an important ... The five dimensions of Online Service not impact on customer satisfaction in internet banking Hypothesis (H1): Web Design of Online Service has positive impact on customer satisfaction in internet...
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customer loyaltyin vietnam’s hotel industrythe role of service quality, customer satisfaction, hotelimage and customer delight
... confirmation–disconfirmation paradigm, one stressesaffect-based approach, and the last one stresses on human needs The first approach proposes that customer delight is achieved when customers ... methodology” presents the research process,measurement scale, preliminary assessment of measures and data collectionprocedures as well as the data analyses process.Chapter “Data analysis” consists of the ... customer responses, they are: outrage/pain, dissatisfaction, satisfaction, and delight (Berman, 2005) Between satisfaction and delight, customer delight is considered as a stronger predictor of customer...
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The effects of perceived justice with service recovery on customer satisfaction, loyalty and word of mouth in restaurant services in ho chi minh city
... Correlations test of simple regression analysis Correlations Loyalty_PostiveWOM Customer_ Satisfaction Loyalty_PostiveWOM Pearson Correlation Sig (2-tailed) 464** 000 N 304 304 Customer_ Satisfaction ... Correlations test of multiple regression analysis Correlations Customer_ Distributive Interactional Procedural_ Informational Satisfaction _Justice _Justice Justice _Justice Customer_ Satisfaction Pearson ... Therefore, simple regression analysis was implemented to test this hypothesis Correlations test was necessary prior to regression analysis, in order to ensure the relationship among observed variables...
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The impact of loyalty programs service quality and store reputation on customer satisfaction and loyalty
... program s service quality and store reputation on customer satisfaction Measure the influence of customer satisfaction on customer loyalty 1.4 Research methodology and scopes The research was conducted ... the research of Omar (2011), the elements of customer satisfaction can be measured by: Table 3.2: Measurement Scales for customer satisfaction Program satisfaction Dissatisfied 12345 Satisfied ... the customer satisfaction H1d There is a positive impact of tangibility on the customer satisfaction H1e There is a positive impact of communication on the customer satisfaction H1f There is a...
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Customer satisfaction evaluation on maintenance service quality at schindler vietnam ltd
... business s strengths and weaknesses Business holders can just know their strengths and weaknesses and make the progression Not only this, also customer satisfaction also helps to appropriate resources ... customer satisfaction Base on this analysis, some suggestions from author to revert customer satisfaction and improve NPS are more develop resource in Hanoi where customer satisfaction is lowest Second, ... INTRODUCTION Customer satisfaction is the result of the correlation between a customer s assumption and a customer s feelings By way of explanation, customer satisfaction is identified as the distinction...
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