TRNG I HC LC HNG
KHOA QUN TR - KINH T QUC T
 

PHÂN TÍCH CÁC NHÂN T NG
N LÒNG TRUNG THÀNH CA KHÁCH
I VI DCH V NGÂN HÀNG
A BÀN THÀNH PH BIÊN HÒA
Sinh viên thc hin:  HÒA
TRN TH BÍCH NGC
Ging d

Sinh viên thc hin:  HÒA
TRN TH BÍCH NGC
Ging d

NG NAI, THÁNG 06/2014



    
        

-       -        
        
 
-                


-    
     
     

 8
 8
 8
 8
 8
 10
 10
 11
 12
 13
 14
 15
 15
 16
  16
 17
 
hàng 18
 18
 18
 19

SERV PERF
21
 21
 22
 23
 23
 24
 24

 40
 40
  40
 40
 41
 41
 42
 42
 42
 44
4.3.2 44
 45
 45
 45
 45
 45
 45
 46
 46
 46
 46
 48
 49
 49
 50
 51
 57
 58
 59
 61

 37
 38
 39
 40
 40
:  41
:  41
:  42
 42
 47
 48
 49
 50
  51
 53
 54
    
 55
 59
 60
 60
 61
 62
 62
 62
 63



 19





             u


1.2 Tính  

     ng tài chính. T       
 sáp a các n
là lsáp p Habubank vào SHB tháng 12/2008, ht ba ngân hàng
             i
Tín          
             


       

         
           
doan
           
           
            
ABBank, SouthernBank           
              


         -    

 

         
 sau:

3

1.3.1 Trong 
          -   


ng 

          

 lòng trung thành khách hàng.
   - Ngh
     
 

   
       
o
s
            
 - 
   - chi nhánh
.
         





iêu chung
         
  

          
               
 .

5

 
.
     hàm ý chính sách       
             



C            
Ngân hàng.

- 

-   
- i gianp trong tháng 03


           



      
              
  

     
         

go các n
  
  
lòng trung thành khách hàng 


 

 

7

   
  
  
  
 Hàm ý chính sách, KK





                
           
        k ithaml & Britner,
2000).
Theo Philip Kotler (2012)   
                

  

             
          
     
     
 
 Tính vô hình (intangibility)
     
 

9

              

   
 
  
 

 x.
 
         

 
  

             
luôn nâng cao 
 
 
  
Theo Parasuraman & ctg (1985, 
   
      
ng (Rust and Oliver, 1994). Caruana (2000) 
               
    
 .
   

 



     
 
 

Trích đoạn Lòng trung thành của khách hàng Mối quan hệ giữa sự hài lòng và lòng trung thành của khách hàng Mối quan hệ giữa rào cản chuyển đổi và lòng trung thành Mô hình SERQ UL Mô hình SERVPERF

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