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Ngày đăng: 26/03/2015, 08:43
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CHAPTER 1 - CONCEPTUAL FRAMEWORK
1.1.4. Bank card service quality
1.2. Measurement of service quality
1.2.1. Review of multi- attribute concept
1.2.2. Review of Nordic Model
1.2.3. Review of Servqual model
1.2.4. Review of Servperf model
1.2.5. Review of Kano model
1.4.1. Previous research outside Vietnam
1.4.2. Previous research in Vietnam
2.2. Overview on Vietinbank’s card service
2.2.2. Overview on Vietinbank card business activities
CHAPTER 3: FINDINGS AND ANALYSIS
3.1..Characteristics of the sample
3.2.Customer satisfaction on Vietinbank’s card
3.4. Comparison of Vietinbank’s and other banks’ card service quality
CHAPTER 4- CONCLUSIONS AND RECOMMENDATIONS
4.2.1. Suggestions to improving debit card service quality
4.2.2. Suggestions for Vietinbank to improving credit card service quality
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