Title

Exploring the Factors Affecting the Customer Satisfaction of the Securities Brokerage Service in Danang City

Translated Titles

Exploring the Factors Affecting the Customer Satisfaction of the Securities Brokerage Service in Danang City

DOI

10.6829/STU.2015.00080

Authors

河程式方龍

Key Words

Vietnam securities ; Service quality ; stock market ; securities brokerage service ; stock exchange ; securities firm ; customer satisfaction ; Servqual. ; Vietnam securities ; Service quality ; stock market ; securities brokerage service ; stock exchange ; securities firm ; customer satisfaction ; Servqual.

PublicationName

樹德科技大學經營管理研究所學位論文

Volume or Term/Year and Month of Publication

2015年

Academic Degree Category

碩士

Advisor

李書政

Content Language

英文

Chinese Abstract

Vietnam's stock market started operation since 2000 and now in Vietnam have VN-index and HNX-index. In Danang, investors are trading via VN-index and HNX-index. Most of securities firm in Danang are branch of the main firms in Ho Chi Minh and Hanoi. However, in recent years, stock market has more developed and attracted many investors in Danang and services quality of securities firms at Danang was not able to meet customer’s expectation when using their services. The thesis is carried out with quantitative survey by collecting information after sending questionnaires to 150 customers in Danang. Then, author runs single, multiple variables regression analysis to show the relationship between factors and satisfaction of customers. The analysis shows that these factors including: Reliability , responsiveness, assurance, empathy, tangibility, security play an important role, strongly influence on securities services. Keyword: Vietnam securities, Service quality, stock market, securities brokerage service, stock exchange, securities firm, customer satisfaction, Servqual.

English Abstract

Vietnam's stock market started operation since 2000 and now in Vietnam have VN-index and HNX-index. In Danang, investors are trading via VN-index and HNX-index. Most of securities firm in Danang are branch of the main firms in Ho Chi Minh and Hanoi. However, in recent years, stock market has more developed and attracted many investors in Danang and services quality of securities firms at Danang was not able to meet customer’s expectation when using their services. The thesis is carried out with quantitative survey by collecting information after sending questionnaires to 150 customers in Danang. Then, author runs single, multiple variables regression analysis to show the relationship between factors and satisfaction of customers. The analysis shows that these factors including: Reliability , responsiveness, assurance, empathy, tangibility, security play an important role, strongly influence on securities services. Keyword: Vietnam securities, Service quality, stock market, securities brokerage service, stock exchange, securities firm, customer satisfaction, Servqual.

Topic Category 管理學院 > 經營管理研究所
社會科學 > 管理學
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