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|Title: ||Factors Effecting Customer’s Loyalty in Vietnam Mobile
Factors Effecting Customer’s Loyalty in Vietnam Mobile
La Manh Dai
|Keywords: ||Customer Satisfaction, Perceived Value, Expected Quality|
Customer Satisfaction, Perceived Value, Expected Quality
|Issue Date: ||2013-05-24 16:44:55 (UTC+8)|
In competitive environment today, the customer is one of the most important assets of the enterprise. Philip Kotler, a leading marketing expert in the world said that:
"There are many factors impact to the success of a business such as a great business strategy, dedicated staff, information systems perfect ... However, all successful companies today, whether at any level, also there is a common thing that they care very much about the client and attaches great importance to the satisfaction of customers".
The customer satisfaction also means that customers tend to come back to use the company's products or services in the future. Maybe even they will recommend their relatives, their friends to purchase product or services of the company in the future.
In contrast, customer not satisfy also means customers will be less likely to return to purchase your product or services of the company in the future, they may be diverted to purchase product or services of competitors.
Therefore, the study of customer satisfaction is essential and significant both of practical as well as academically. However, customer satisfaction is always changing and is affected by many factors. This thesis has no ambition to study all factors affecting customer satisfaction, but only focusing on a few factors that affect customer
satisfaction. Moreover, the research object of this thesis is limited to motorcycles buyers.
This thesis will conduct to survey based on the questionnaire. The questionnaire will be sent to leaders and staffs working in some enterprises. Data collected will be
analyzed using the SPSS 17.0 through by research methods such as: Descriptive analysis, factors analysis, reliability analysis and regression analysis in order to evaluate
factors impact customer's satisfaction.
|Appears in Collections:||[經營管理研究所] 博碩士論文|
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