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Determinants
of consumer satisfaction on service quality in private comercial banks in Ho
Chi Minh City
Table
of Contents
Advisor’s
assessment
Acknowledgements
List
of Tables and figures
List
of Abbreviations
Abstract
CHAPTER
1: INTRODUCTION
1.1
Problem statement
1.2
Research Objectives
1.3
Research questions
1.4
Scope and Methodology of Research
1.5
Research structure
CHAPTER
2: LITERATURE REVIEW
2.1Theoretical
literature
2.1.1
Quality
2.1.2
Service
2.1.3
Service Quality
2.1.4
Customer Satisfaction
2.1.5
Relationship between Service Quality and Customer Satisfaction
2.2
Service Quality Research Models
CHAPTER
3: RESEARCH METHODOLOGY
3.1
Data sources
3.2
Methods of data analysis
3.2.1
For objective No.1
3.2.2
For objective No.2
3.2.3
For objective No.3
3.3
Research Framework
3.4
Research Hypotheses
CHAPTER
4: BUSINESS SITUATION AND PERFORMANCE OF PRIVATE COMMERCIAL BANKS IN HCMC
4.1.
General overview of the activities of private commercial banks that have
headquater in HCMC
4.2.
The basic existence and limitations
4.3.
A number of reasons
CHAPTER
5: EMPIRICAL RESULTS AND DISCUSSION
5.1
Results of interviews about the customer personal information
5.2.
Checking the relevence of the scale
5.3.
Exploratory factor analysis
5.4
Regression Results
CHAPTER
6: SOME POSSIBLE SOLUTIONS ARE GIVEN TO IMPROVE CUSTOMER SATISFACTION ON
SERVICE QUALITY OF THE PRIVATE BANKS IN HCMC
6.1
Conclusion
6.2
Policy Recommendation
REFERENCES
APPENDIX
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