A Study on Satisfaction of Corporate Customers with Products and Services of Banks

A Study on Satisfaction of Corporate Customers with Products and Services of Banks

陳庭南(Tran Dinh Nam)

指導教授 ： 劉進平

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(2016年)

摘要

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關鍵字

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並列摘要

In this fierce competitive environment, customer is the core factor deciding the existence of banks. Banks which have ability to get attention and build loyalty of customers will win the battle and continue to develop. Business strategies towards customers are becoming the main strategy with a high importance. Cooperating with customers in business, attracting new customers and maintaining current customers become the useful business tools with low fees but they cancreate high business efficiency. Making customers feel very satisfied is always the matter that all banks try to handle with all their capacities. . Result show that what customers want most is that the Bank performs services accurately, quickly with competitive prices. Besides, factors affecting customer satisfaction include service style, convenience, credibility, tangibles, prices and corporate image.

並列關鍵字

bank ； customer satisfaction ； service quality ； image ； price

參考文獻

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Abraham Pizam, and Taylor Ellis (1999), “Customer satisfaction and its measurement in hospitality enterprises”, International Journal of Contemporary Hospitality Management, Vol.11 No.7, pp.326-339.

Hoang Trong, Chu Nguyen Mong Ngoc (2005), “Data Analysis with SPSS”, Statistics Publishing House, Hanoi.

Nguyen Thanh Hoi (1999), “Human resource management”, Statistics Publishing House

Nguyen Tan Thanh (2006), “Customer Satisfaction survey on ATM cards of DongA Bank”, Master thesis, Ho Chi Minh City University of Technology, Vietnam National University, Ho Chi Minh City.