- 學位論文
Service Quality and Satisfaction for Corporate Consumer: The Case Study of Vietinbank
Service Quality and Satisfaction for Corporate Consumer: The Case Study of Vietinbank
並列摘要
This study aims to examine service quality and satisfaction for Vietinbank’s corporate consumers. The researcher collected data, presented descriptive statistics and conducted reliability analysis, regression analysis and ANOVA. It should be noted that customers’ service quality was impated by 6 quality service factors (Staff conduct, Trust, Convenience, Price competitiveness, Assurance, Empathy). Results show that there is a difference between numbers of transactions and satisfaction for corporate customers at Vietinbank, Hanoi Branch. The recommendation and limitation about the study also discussed in the end.
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