The Empirical Study of Customers' Satisfaction with ATM Card Services in Vietcombank- HoChiMinh Branch
碩士 === 國立高雄應用科技大學 === 製造與管理外國學生碩士專班 === 102 === This thesis attempts to identify the main factor of affecting customer satisfaction whose are using Vietcombanks' ATM card services in HoChiMinh city and proposing the strategies to improve service quality, attract and retain customers in HoChiMin...
Main Authors: | , |
---|---|
Other Authors: | |
Format: | Others |
Language: | en_US |
Published: |
2015
|
Online Access: | http://ndltd.ncl.edu.tw/handle/n8x4x2 |
id |
ndltd-TW-103KUAS1621046 |
---|---|
record_format |
oai_dc |
spelling |
ndltd-TW-103KUAS16210462019-05-15T21:59:32Z http://ndltd.ncl.edu.tw/handle/n8x4x2 The Empirical Study of Customers' Satisfaction with ATM Card Services in Vietcombank- HoChiMinh Branch 金融卡服務之顧客滿意度之研究- 以越南商業銀 (胡志明分行)為例 Do VanThai 杜文泰 碩士 國立高雄應用科技大學 製造與管理外國學生碩士專班 102 This thesis attempts to identify the main factor of affecting customer satisfaction whose are using Vietcombanks' ATM card services in HoChiMinh city and proposing the strategies to improve service quality, attract and retain customers in HoChiMinh city, Vietnam. In this thesis, with a study on literature review and the conducting of survey with customers, six factors have been mentioned. Totally 220 questionnaires have been sent to customers in Ho Chi Minh city, Vietnam for observation. The data are carried out by using multiple statistical analyses, including reliability analysis, factor analysis, Inpendent T-test, multiple linear regressions, Anova analyses. The results indicate that, in the six hypotheses have been suggested, the Reliability is considered as the most important factor. Whereas, the Responsiveness, Tangible, Technical quality, Assurance, Empathy are the factors that imposition influence the selection using to Vietcombanks' ATM card service in HoChiMinh city. In addition, these also shows satisfaction level on each factor of using ATM card service. Therefore, the findings also provide useful implications for Vietcombank’s policies with the goal in terms of customer satisfaction. This study has also suggested some solutions of enhancing the customer satisfaction and meeting the customer expectations when they use Vietcombank's ATM card services. Ying – Fang Huang 黃營芳 2015 學位論文 ; thesis 80 en_US |
collection |
NDLTD |
language |
en_US |
format |
Others
|
sources |
NDLTD |
description |
碩士 === 國立高雄應用科技大學 === 製造與管理外國學生碩士專班 === 102 === This thesis attempts to identify the main factor of affecting customer satisfaction whose are using Vietcombanks' ATM card services in HoChiMinh city and proposing the strategies to improve service quality, attract and retain customers in HoChiMinh city, Vietnam. In this thesis, with a study on literature review and the conducting of survey with customers, six factors have been mentioned. Totally 220 questionnaires have been sent to customers in Ho Chi Minh city, Vietnam for observation. The data are carried out by using multiple statistical analyses, including reliability analysis, factor analysis, Inpendent T-test, multiple linear regressions, Anova analyses. The results indicate that, in the six hypotheses have been suggested, the Reliability is considered as the most important factor. Whereas, the Responsiveness, Tangible, Technical quality, Assurance, Empathy are the factors that imposition influence the selection using to Vietcombanks' ATM card service in HoChiMinh city. In addition, these also shows satisfaction level on each factor of using ATM card service. Therefore, the findings also provide useful implications for Vietcombank’s policies with the goal in terms of customer satisfaction. This study has also suggested some solutions of enhancing the customer satisfaction and meeting the customer expectations when they use Vietcombank's ATM card services.
|
author2 |
Ying – Fang Huang |
author_facet |
Ying – Fang Huang Do VanThai 杜文泰 |
author |
Do VanThai 杜文泰 |
spellingShingle |
Do VanThai 杜文泰 The Empirical Study of Customers' Satisfaction with ATM Card Services in Vietcombank- HoChiMinh Branch |
author_sort |
Do VanThai |
title |
The Empirical Study of Customers' Satisfaction with ATM Card Services in Vietcombank- HoChiMinh Branch |
title_short |
The Empirical Study of Customers' Satisfaction with ATM Card Services in Vietcombank- HoChiMinh Branch |
title_full |
The Empirical Study of Customers' Satisfaction with ATM Card Services in Vietcombank- HoChiMinh Branch |
title_fullStr |
The Empirical Study of Customers' Satisfaction with ATM Card Services in Vietcombank- HoChiMinh Branch |
title_full_unstemmed |
The Empirical Study of Customers' Satisfaction with ATM Card Services in Vietcombank- HoChiMinh Branch |
title_sort |
empirical study of customers' satisfaction with atm card services in vietcombank- hochiminh branch |
publishDate |
2015 |
url |
http://ndltd.ncl.edu.tw/handle/n8x4x2 |
work_keys_str_mv |
AT dovanthai theempiricalstudyofcustomerssatisfactionwithatmcardservicesinvietcombankhochiminhbranch AT dùwéntài theempiricalstudyofcustomerssatisfactionwithatmcardservicesinvietcombankhochiminhbranch AT dovanthai jīnróngkǎfúwùzhīgùkèmǎnyìdùzhīyánjiūyǐyuènánshāngyèyínhúzhìmíngfēnxíngwèilì AT dùwéntài jīnróngkǎfúwùzhīgùkèmǎnyìdùzhīyánjiūyǐyuènánshāngyèyínhúzhìmíngfēnxíngwèilì AT dovanthai empiricalstudyofcustomerssatisfactionwithatmcardservicesinvietcombankhochiminhbranch AT dùwéntài empiricalstudyofcustomerssatisfactionwithatmcardservicesinvietcombankhochiminhbranch |
_version_ |
1719122022136545280 |