ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICES QUALITY: THE CASE OF JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIET NAM
Vietcombank decided to build the measure system of customer satisfaction by Net Promoter Score (NPS) with main purpose to manage and improve the customer services quality professionally day by day. Obviously, competitive advantages will belong to banks with the best customer services and satisfy ove...
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2019
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oai:112.137.131.14:VNU_123-680032019-11-05T03:07:16Z ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICES QUALITY: THE CASE OF JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIET NAM Trinh, Thi Nguyet Anh Pham, Thi Lien Vietcombank the measure system of customer satisfaction by Net Promoter Score (NPS) customer satisfaction BLAST model “3 factors principle" Vietcombank decided to build the measure system of customer satisfaction by Net Promoter Score (NPS) with main purpose to manage and improve the customer services quality professionally day by day. Obviously, competitive advantages will belong to banks with the best customer services and satisfy over the demands of customer gradually. Before applying officially on Vietcombank system, Net Promoter Score had been using at Operation Center and some Vietcombank’s big branches in Vietnam, which means the necessary of exact assessment system based on NPS. Therefore, examination customer satisfaction about service quality by NPS is a necessary requirement to apply it on Vietcombank system in the next time. Basing on successful frames of giant branches as: McDonald’s (2015 – CEO Easterbrook); General Electric (2005 - CEO Jeff lmmelt); Facebook;… about the measure of customer satisfaction by NPS, author does the research by NPS through three factors: Promoters, Passives and Detractors, followed by factors analyses, formula NPS and analyzing linear regression by SPSS 18 software to give useful information supporting decisions of Vietcombank executive board in enhancing customer services. 2019-11-05T03:07:16Z 2019-11-05T03:07:16Z 2018 Thesis Trinh, T. N. A. (2018). ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICES QUALITY: THE CASE OF JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIET NAM. Luận văn thạc sỹ, Đại học Quốc gia Hà Nội, Việt Nam http://repository.vnu.edu.vn/handle/VNU_123/68003 en Quản trị kinh doanh;EMBA M30 application/pdf Khoa Quốc tế, ĐHQGHN |
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Vietcombank the measure system of customer satisfaction by Net Promoter Score (NPS) customer satisfaction BLAST model “3 factors principle" |
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Vietcombank the measure system of customer satisfaction by Net Promoter Score (NPS) customer satisfaction BLAST model “3 factors principle" Trinh, Thi Nguyet Anh ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICES QUALITY: THE CASE OF JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIET NAM |
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Vietcombank decided to build the measure system of customer satisfaction by Net Promoter Score (NPS) with main purpose to manage and improve the customer services quality professionally day by day. Obviously, competitive advantages will belong to banks with the best customer services and satisfy over the demands of customer gradually. Before applying officially on Vietcombank system, Net Promoter Score had been using at Operation Center and some Vietcombank’s big branches in Vietnam, which means the necessary of exact assessment system based on NPS. Therefore, examination customer satisfaction about service quality by NPS is a necessary requirement to apply it on Vietcombank system in the next time. Basing on successful frames of giant branches as: McDonald’s (2015 – CEO Easterbrook); General Electric (2005 - CEO Jeff lmmelt); Facebook;… about the measure of customer satisfaction by NPS, author does the research by NPS through three factors: Promoters, Passives and Detractors, followed by factors analyses, formula NPS and analyzing linear regression by SPSS 18 software to give useful information supporting decisions of Vietcombank executive board in enhancing customer services. |
author2 |
Pham, Thi Lien |
author_facet |
Pham, Thi Lien Trinh, Thi Nguyet Anh |
format |
Theses and Dissertations |
author |
Trinh, Thi Nguyet Anh |
author_sort |
Trinh, Thi Nguyet Anh |
title |
ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICES QUALITY: THE CASE OF JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIET NAM |
title_short |
ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICES QUALITY: THE CASE OF JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIET NAM |
title_full |
ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICES QUALITY: THE CASE OF JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIET NAM |
title_fullStr |
ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICES QUALITY: THE CASE OF JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIET NAM |
title_full_unstemmed |
ASSESSMENT OF CUSTOMER SATISFACTION ON SERVICES QUALITY: THE CASE OF JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIET NAM |
title_sort |
assessment of customer satisfaction on services quality: the case of joint stock commercial bank for foreign trade of viet nam |
publisher |
Khoa Quốc tế, ĐHQGHN |
publishDate |
2019 |
url |
http://repository.vnu.edu.vn/handle/VNU_123/68003 |
_version_ |
1680964427596169216 |