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研究生: 武明德
研究生(外文): VO MINH DUC
論文名稱: Assessment of customer satisfaction on savings deposits service of Housing Development Bank in Ho Chi Minh City
論文名稱(外文): Assessment of customer satisfaction on savings deposits service of Housing Development Bank in Ho Chi Minh City
指導教授: 廖世仁
學位類別: 碩士
校院名稱: 樹德科技大學
系所名稱: 金融與風險管理系碩士班
論文出版年: 2011
畢業學年度: 99
語文別: 英文
論文頁數: 52
中文關鍵詞: Customer SatisfactionCommercial BankVietnam
外文關鍵詞: Customer Satisfaction, Commercial Bank, Vietnam
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The procedure of this thesis is to analyze and evaluate the overall operational status in HD Bank deposits, and also analyze the current status of raising capital on the market today. Based on data analysis and statistical models, this thesis will find out the HDBank existence and causes of the existing weaknesses in the activity of deposits in general and the activity of raising capital in particular. These exist on the basis of topics important to offer solutions and recommendations to overcome existing and develop additional activities to other services at HD Bank service quality better.
Keywords: Customer Satisfaction, Commercial Bank, Vietnam


The procedure of this thesis is to analyze and evaluate the overall operational status in HD Bank deposits, and also analyze the current status of raising capital on the market today. Based on data analysis and statistical models, this thesis will find out the HDBank existence and causes of the existing weaknesses in the activity of deposits in general and the activity of raising capital in particular. These exist on the basis of topics important to offer solutions and recommendations to overcome existing and develop additional activities to other services at HD Bank service quality better.
Keywords: Customer Satisfaction, Commercial Bank, Vietnam


Tables of Contents
ABSTRACT  I
ACKNOWLEDGMENT  II
TABLES OF CONTENTS  III
LIST OF TABLES  IV
LIST OF CHART  V
CHAPTER 1 INTRODUCTION  1
1.1 ACTIVITIES IN THE HDBANK, HDBANK MOBILIZATION IN BILLING  2
1.2 RESEARCH MOTIVATION AND OBJECTIVE  6
1.3 RESEARCH PURPOSE AND STRUCTURE  7
CHAPTER 2 LITERATURE REVIEW  9
2.1 INCREASE IN BASIC RATE ISSUED BY THE CENTRAL BANK  9
2.2 IMPACT OF CURRENCY MARKETS  10
2.3 RESULTS OF FINANCE AND BUSINESS IN 2010 HDBANK  17
2.4 ACTUAL SITUATION OF DEPOSITS IN HDBANK  20
2.5 THE MOBILIZATION OF SAVINGS DEPOSITED CAPITAL  21
2.6 CAPITAL MOBILIZATION FROM ECONOMIC INSTITUTIONS  22
CHAPTER 3 DATA AND METHODOLOGY  24
3.1 METHODOLOGY  24
CHAPTER 4 EMPIRICAL FINDINGS AND ANALYSIS  26
4.1 CHECKING THE RELIABILITY OF SCALES  26
4.2 ANALYSIS OF QUALITY BANKING SERVICES  27
4.3 REGRESSION ANALYSIS  28
CHAPTER 5 CONCLUSIONS  34
APPENDIX  40
List of Tables

Table 2 6  Capital mobilization status of savings of HDBank (Unit: billion VND)  21
Table 2 7 Capital mobilization from economic institutions (Unit: billion VND)  22
Table 4 1 KMO and Bartlett’s Test.  26
Table 4 2 Factor Analysis.  27
Table 4 3 Linear Regression Summary  29
Table 4 4 Pearson Correlation Matrix.  30
Table 4 5 Collinearity Measuring.  31
Table 4 6 Summary statistics of variables.  32



List of Chart
Chart 2 1 Total income between 2004 and 2010 of HDBank (Unit: billion VND)  18
Chart 2 2 Total expenses between 2004 and 2010 of HDBank (Unit: billion VND)  18
Chart 2 3 Total assets and Profit before taxes from 2004 to 2010 of HDBank
(Unit: billion VND)  19
Chart 2 4 Balance from 2004 to 2010 of HDBank (Unit: billion VND)  19
Chart 2 5 Capital mobilization from 2004 to 2009 of HDBank (Unit: billion VND)  20


References
[1]Adrian, Pyne (1995), The Essence of Service Marketing, Prentice-hall of India, New Delhi, pp.224-226.
[2]Aurora, S. and Malhotra, M. (1997), “Customer Satisfaction: A Comparative Analysis of Public and Private sector Banks”, Decision, 24(1-4), pp. 109 -130.
[3]Babakus, E and Boller, G W (1992), “An Empirical Assessment of the Servqual Scale”,Journal of Business Research, 24(3), pp.253-68.
[4]Barking up the Wrong Tree – Factors Influencing Customer Satisfaction in Retail Banking in the UK, available at www.managementjournals.com
[5]Bolton, R N and Drew, J. H (1991a), “A Multistage Model of Customer’s Assessment of Service Quality and Value”, Journal of Consumer Research, 17(March), pp.375-85.
[6]Brown, S W and Swartz, T A. (1989), “A Gap Analysis of Professional Service Quality”,Journal of Marketing, 53, pp.92-98.
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[8]Churchill, C A and Surprenant, C (1982), “An Investigation into the Determinants of Customer Satisfaction”, Journal of Marketing Research, 19(November), pp.491-504.
[9]Finn, D W and Lamb, C W (1991), “An Evaluation of the SERVQUAL Scale in a Retailing Setting” in Holman, R and Solomon, M R (eds.), Advances in Consumer Research, UT: Association for Consumer Research, Provo, pp.480-93.
[10]Howcroft, J.B.(1991), “Customer Satisfaction in Retail Banking”,  Service Industry Journal, (Jan), pp.11-17.
[11]Levesque Terrence and McDougall Gordon  H.G (1996), “Determinants of customer satisfaction in retail banking”, International Journal of Bank Marketing; Vol. 14, No.7; pp. 12–20.
[12]Krishnan M.S, Ramaswamy V., Meyer Mary  C and Damien Perception (1999), “Customer satisfaction for financial services: The role of products, services, and information technology”, Management Science, Vol. 45, No. 9, pp. 1194-1209
[13]Lewis, B (1991), “Service Quality: An International Comparison of Bank Customer’s Expectations and Perceptions”, Journal of Marketing Management, 7(1), 47-62.
[14]Mishra, B.B. and Sarangi, M.K. (2000), “Customer needs and Satisfaction: A Comparative Analysis of Public and Private sector Banks in Orissa”, Advantage South Asia,  published by AMDISA, Hyderabad; pp.386-394.
[15]Sharma, R.D. and Kaur, G. (2004), “Strategy  for Customer satisfaction in Rural Banks”, Prajnan: Jr. of Social and Management Sciences, XXXIII (1), pp.23-45.
[16]Sousa, Cristina (1999), “Customer Expectations and Perceptions of Service Quality in Retail Banking: A Comparative Study of Macau and Guangzhou Banking Consumers”, available in www.sab.muhio.edu, pp. 1–7.
[17]Srivastava, A.K. (1994), “Customer Service in  banks: Need for a Marketing Approach”, in Bidhi, C. (1994) Marketing of Services(ed.), Rawat Publications, New Delhi, pp.25-38.
[18]Sureshchandar, G.S., Chandrasekharan, R.  and Anantharaman, R.N. (2003), “Customer Perceptions of Service quality in the Banking sector of a Developing Economy: A Critical Analysis”,  International Journal of Bank Marketing, Vol.21, No.5, pp.233-242. available at www.emeraldinsight.com
[19]Parasuraman, Valarie A.Zeithaml and Leonard L.Berry (1988), SERVQUAL: A multiple – Item scale for measuring consumer perceptions of service quality, Jounal of Retailing.
[20]Report the results of operations of HDBank from 2004 to 2009.
[21]www.sbv.gov.vn
[22]www.vietnamnet.vn
[23]www.vnexpress.net
[24]www.sggp.org.vn
[25]www.vietnamnet.vn
[26]www.vneconomy.vn
[27]www.dantri.com.vn
[28]www.hdbank.com.vn



 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
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