English  |  正體中文  |  简体中文  |  Items with full text/Total items : 2737/2828
Visitors : 3514135      Online Users : 18
RC Version 4.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Adv. Search
LoginUploadHelpAboutAdminister

Please use this identifier to cite or link to this item: http://ir.lib.stu.edu.tw:80/ir/handle/310903100/3109

Title: A Survey on Service Quality to Customer’s Satisfaction of Guarantee Service in Vietcombank
A Survey on Service Quality to Customer’s Satisfaction of Guarantee Service in Vietcombank
Authors: 范氏垂云
Pham Thi Thuy Van
Contributors: 金融與風險管理系碩士班
陳清燿
Keywords: Service, Guarantee Service, Service Quality, Customer Satisfaction and Customer Loyalty
Date: 2012
Issue Date: 2012-12-11 15:38:24 (UTC+8)
Publisher: 高雄市:[樹德科技大學金融與風險管理系碩士班]
Abstract: In the current competitive business environment, service quality takes an important role to attract customers and contribute to the success of the banks. Guarantee service is one of banking service which contributes significant increase of the bank’s income. Therefore, for the purpose of improve customer satisfaction and increase efficiency of the bank’s operation, this study aimed to assess guarantee service quality in Vietcombank based on six dimensions of the BSQ (bank service quality) model suggested by Bahia & Nantel 2000 in order to find out factors that influence on customer satisfaction of guarantee service in Vietcombank. Furthermore, the author consider the relationship of customer satisfaction and customer loyalty in guarantee service quality. All data were collected through questionnaires which were delivered to 250 customers who use guarantee service of Vietcombank. Descriptive statistical approach and regression were used to describe and analyze six dimensions. The results of this study showed that factors Reliability, Access, and Effectiveness are the most important factors impact to customer satisfaction; factors Assurance and Service Portfolio also impact to customer satisfaction but the level is not strong and not crucial
factors. The customer satisfaction positive affect to customer loyalty in guarantee service quality in Vietcombank.
Appears in Collections:[金融與風險管理系(所)] 博碩士論文

Files in This Item:

File Description SizeFormat
index.html0KbHTML615View/Open


All items in STUAIR are protected by copyright, with all rights reserved.

 


無標題文件

著作權政策宣告:

1.

本網站之數位內容為樹德科技大學所收錄之機構典藏,無償提供學術研究與公眾教育等公益性使用,惟仍請適度,合理使用本網站之內容,以尊重著作權人之權益。商業上之利用,則請先取得著作權人之授權。
 
2. 本網站之製作,已盡力防止侵害著作權人之權益,如仍發現本網站之數位內容有侵害著作權人權益情事者,請權利人通知本校護人員(clairhsu@stu.edu.tw),維護人員將立即採取移除該數位著作等補救措施。
 
DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback