Enhancing customer’s satisfaction at the Bank for Investment and Development of Vietnam - Ho Chi Minh City Branch

Enhancing customer’s satisfaction at the Bank for Investment and Development of Vietnam - Ho Chi Minh City Branch

Nguyen Thi Hai Yen(Nguyen Thi Hai Yen)

指導教授 ： 陳岳陽

共同指導教授 ： Ho Sy Tan(Ho Sy Tan)

義守大學/管理學院/企業管理學系/碩士(2018年)

摘要

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關鍵字

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並列摘要

In this study, the author attempted to identify factors that influence customer satisfaction at BIDV – Ho Chi Minh Branch. Along with considering the development orientation and strategy of the bank, the thesis proposed a number of solutions, recommendations to improve customer satisfaction. The findings are reliable sources of input data for marketing policies and help banks have a better understanding of customer needs, customer's assessment of service quality to recognize its position in the customer's eyes. The thesis may serve as a foundation for the bank to improve its operations and improve customer satisfaction more efficiently.

並列關鍵字

BIDV ； customer satisfaction

參考文獻

Nguyen Dinh Tho (2012), Scientific research methods in business, Social Labor Publishing House.

BIDV (2004-2007), "Annual Report", Hanoi.

BIDV (2007), "Conference on the implementation of annual business plan tasks 2008 "I-II-, III, Hanoi.

BIDV (2007), "Effective Approach to Financing - Banking Services", HCMC.

Hoang,T.C & Nguyen, M.N (2005), "Data Analysis with SPSS"Statistical Publishing House. Hair & ctg (1998, 111), Multivariate Data Analysis, Prentice-Hall International, Inc.