Đo lường sụ hài lòng của khách hàng sử dụng thẻ ATM

Thông tin tài liệu

NGHIỆP VỤ NGÂN HÀNG

   ! Đề tài: "#$%&' ("#$)*  +,-./ (012 3%45$*6)6 MỤC LỤC 1 70788888888888888888888888888888888888888888888888888888888888888888888888888888888* 9:")8;"<="88888888888888888888888888888888888888888888888888884 )8)01.,>888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888884 )8*%,,>888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888? )84@A,>88888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888? )8?B%C3$+,>888888888888888888888888888888888888888888888888888888888888888888888888888888888888? )8DEF%G,>HHHHHHHHHHHHHHHHHHHHHHHHHD )8IJK%&%LMN2%8888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888D 9:"*(:OP0J<QRSTU""VW"X<88888888Y *8)8-%'8888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888Y *8*8'$Z%[C.!+88888888888888888888888888888888888888888888888888888888888888888888888888888888888888Y *848O&%\$]M^8888888888888888888888888888888888888888888888888888888888888888888888888888888888888888_ 1.1.1 Tại sao phải làm hài lòng khách hàng? .8 2.3.2. Vì sao cần đo lường sự thỏa mãn của khách hàng .9 *8?8BE'`a&%\$]+a&Zb.!+M^88888888888888888888c *8D8dGZ%[C.!+Oefg<=088888888888888888888888888888888888888888888888888888888888888888)6 *8I8#$%h%88888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888888)* 9:"4(R<i"VW"X<8888888888888888888888888888888888888888888888)4 9:"?(jVJk"OlgmnVR"Ro<mV "VW"X<HHHHHHHHHHHHHHHH8*D 9:"D(R0<p"8888888888888888888888888888888888888888888888888888888888888888888888*I mV0Vq<=irHHHHHHHHHHHHHH888HH8*Y CHƯƠNG 1. TỔNG QUAN 1.2 Lý do nghiên cứu 2 s+-E%G%&.#%A$N.Lt$%,%%-3 .'bu[v^[$%+w^[CEF%N! Nx$[.'%!t+[Cb%5%,$8%^Z% [v%G^ 5ZI[t#%y%z%^%%+%%$a  {$+|}-%'a {$a+-^~z$>N[v80v% %%5D•#%y[$[Cb.'%5*D•€_D•8"h$•h%NC%t$ E%‚Ma&[v^3.'%d%2^% %t$-bua&N[[v^N]+N[$%+ZN2 %xB%%%NM.'8~•uN[[v^ .'$-•%NC[$%Ny[$[v^3.F%G NC[v%%M^+%ƒ%NC^$-8 g'%"$3%„^%z%%+,%>)D6M…r+5$*66I3N]†[, [$%N!~Z./NB+-Nt%-8.!+N]+N %%y3>%\+%vF E  %‚ %a&%%yM2^%# 3N2N#NC%y'z a& $z   [K +&  .! +3 N} •'% % •B  b+%%y^%€%A$8%%GN#3"‡[$% %` ![&%[-^g'%"$%&'$^%$z ˆ%!%.!+Nt%-8 %NM‡%`5$EN]N##tE%‚ %+'N{F$a&%%y+'N#2^%€‰]M%B# ,+ -#8.!+‡FNt+-‡+ .'3N>^!%ta ‰Z%^.+NaB8F,3%& %>.!+‡$%y[.!+%Š=%,N!•% B+/v2•Z%b3%N.+%'Z%[CM[G.! +3%&a&N>tM^+#`Fy •‹'%Ny#%yNMa>%%‰%bM2^%8-%& %N#3+ZN2%%y.!+^aˆ.%Š=N[F,tZ •'F+"‡@dAg'%"$€gx%•^[NB%CNy %G$y+‡%%N2%F8 1.2 Mục tiêu nghiên cứu dG % N Oefg<=0N]NC2, >  ^y$ N!+aˆ . % 2 EB  ^  %, % -8 F,3NB+-.!+ %G  $d G,>+%N[#^%x%„-+%„[G8 3 - % `,>+2Z%[C.!++a&%\$]M^ 23vz$> aA ^8 g-`[1.,%,3N2%Fu$$%,%G$yF%B% , a&[vMaˆ..!+%Š3%y [( € [$>N[vMNB+-.!+%Š=M"‡ @dAŒgx%•^•8 1.3 Đối tượng, phạm vi nghiên cứu • B%C,>(^#aˆ.%Š=Mgx%•^3$/ Ž)66 )8? Phương pháp nghiên cứu @A%%d.Ny‰x$‰•%a&[vM^[^ [1%F%•‘+‚€’b“8xr[+xŒ)c_6•3[1%F%•‘+‚€’b“ •$E%G\#%NN[bNa&[vM^(^‘+‚ +2.!+%-^$+ $b+2.!+a^N]% '$8gb.[1 %F%F+.!+%Š=3#%yya&[vM^[E%G a(%-%3^G%%aFKM$G`^‘+‚+2` F%BZ%,Z%[C.!+$"‡#%y$[‚%-^ ^EF%N!$8ON#3+'$.!++aˆ..!+N## +2$%^+2'5%&a&M.!+%Š$‚#%y $b NC[%B%F‰Z8aN#a”aa'E $.!+F$[` `G$‚^‘+‚%-^$.!+Nyaˆ.+`G$‚N]b NCa^N]aˆ.#8O&%\$]M^[^%E Ma&aa F+a”#•%C(‘+‚M^[ Œ•NC‰b'E M.!+N#%%s+-^‘+‚M^ • Œ••a”%Z%+‚'E .!+^dsC+-^‘+‚|$NCM^ • Œ•a”[v`G‚N] $b+% '$a^N]aˆ..! ++C%E`G$‚$NC+^‘+‚%-^$.!+ dMF[• ‡\Ny%%b%d%+2a&[vM^NB +-.!+%Š=M"‡gx%•^$‚aˆ. 4  – [, — %%‡ — NA — ‰ ˜ [F ™ 3‡%š ™ •5 › ‡ › $, › $O@OO)I86œ….•aNyN %N+^y$N!$dG8 1.5 Quy trình nghiên cứu: -)(’N!+ZN2+$%," -*: %[b• ‡\ -4(^ a%()66^8 -?(‡%.`['•ut$2$O@OO - •[ - ež= - EF3€xa% -D(^%[b( €%[b+1K €$1  1.6 Ý nghĩa thực tiễn của đế tài %E ,>F$N$%aB1Ka( - !+^#N[3bF%BZ%[CN}%M$%.!+. ^N8g'y^‘+‚+ $bM^%+' aˆ.%Š=gx%•^ƒE [Fy‹A3N>%B%A tNB%C+M$G8 - >NZ%[CM.!+Z+$>N zM#Na& [vM^ƒ‡gx%•^#AG[$G%„#N ^8‡F[AazNygx%•^bNy$$F3>5 t%b%%+'>a {$%Š=%„N#Na E [13•'N2~%CNy‡a&[vM^8 5 CHƯƠNG 2: CƠ SỞ LÝ THUYẾT & MÔ HÌNH NGHIÊN CỨU 2.1. Giới thiệu AFa”N2bN[1%F%+2a&[vM^%.!+3a& t%%MN[t+%\$]^+$dGN[%\ $]^%.!+8 2.2. Khái niệm chất lượng dịch vụ "FF.!+NC‰x$•bNx$[%!+dG2 ^%8,>$^x%'N%[x+=$a%N!K.!+ a(•!+[•Z%^‘NF[C$%•,#%yZ•, ^$+2A• [+dG+^dNx$[a&az` “ !+#6?%Z%.-N‡F( 6 €+dGŒ%•[%F•($%.!+%t%ƒF^d%yNCN•u aˆ.•Z%^‘EA%y%-^#NC$8gG+bF3Ny $a&^d hh3$a”%G$^$•u>MZ%[C.!+%„`NB %C‚%‰ƒ3%%%•!H$‚%ZFNC8 €^d%y%Œax•[%F•(}%sM.!+[NCa ‰Z%+%, %N%s$%[ƒ8"$%N#%,.!+%G•,Z.!+ a”[$%tM.!+3.s•,Z.!+[%b%F$F$#8 z+G^wa”#$}%[ƒ.!+NCZ,a&%A%`•, Z.!++^[$%N}%N}•'%M$^x%.!+8 €F%FN†Œ+•[%F•(%y'zN}Ny$Z%[C.!+%+ Z.!+3%3N!Ny$+%>.!+NCZ8 €.L•!+ŸŒxa•[%F•(.!+^+-#%d%z # ^d%yNCZ%`8"#^3.!+F $A#%d% %-`%FN†+a&N.Mt8t%FN†%Gd%F .!+%}^#^5+G+bFd%F.!+[d %G$Ny[$ +tsC3¡%,%,$‡+,•% Ny++Ny$8 2.3. Sự thỏa mãn của khách hàng 1.2.1 Tại sao phải làm hài lòng khách hàng? O&[vM^#%yƒ.'N%NC[C%% N^y8'yNC^# $%a^$a  {$F.!++%y[['a {$F.!+#N>NC$NCM ^8 MFG%$NCM‚%dE`^'$$ %E^>3%d%$'%„NG3••¢+N'+%d% NCFy%dE%N$^x%3E }E'd ƒ8"a&$NCM^^dNCN>3‚a”^d[v+ Z%#%y‚a”^y`^x+2N2N#8•G^}a&B a”^yc^x+2a&BF+~?•^^d[va” O&[v^N]%z%$%F%BE%‚%,[C%%8 >N[v#%yNx$[2[C•$( 7 • Lòng trung thành($%^#$>N[v[$%^% %8%^Z%[v%G^ 5ZI[t#%y%z%^ %%+%%$a {$+|}-%'a {$a+-^~ z$>N[v80v%%%5D•#%y[$%5[Cb*D•€_D• • Tiếp tục mua thêm sản phẩm($%^#$>N[va”%%$ %,$a {$8 • Giới thiệu cho người khác($%^#$>N[va”^yNG +••¢+2a {$+.!+N#8%^[va”^yD^ x • Duy trì sự lựa chọn($%^#$>N[v%#^ 5%FN† ]'8 • Giảm chi phí($%^#$>N[v%B%Ny+A$% ^$-8 • Giá cao hơn($%^#$>N[va¡a% 2Aa  {$F.!+N#8 2.3.2. Vì sao cần đo lường sự thỏa mãn của khách hàng ''Fbu2^%%t$-N][$$‚%>[d [d%FN†8O&%FFh%3%!%NdNƒ%Zb+%GG ^.F^#^5N][$.'yu‚ %FN† G+buN[%\$]^[N2%xB%8~•u N#%Gd%F$-`NC^w+•%NC[$%Ny%ƒ%%,$ ^$-8d%F%dbu%\$]^[$%+w^ [CEF%N!#%yƒ[$%5%!t+%5[Cb8g'N[ %\$]M^ƒN%NC$Na(  yNC$>N%\$]M^NyEF%N!%Nu$ ‡%\$]M^  '[&M%Nu$‡%\$]^#%yNCN 8  %d%3^%E N2%#%yƒaa$>N%\$]M^   "^%E ^dN%NC}$>N%\$]^%ZA%G F,‡#%yNC%G$y+N^h# 8 . %, %  - 8 F,3NB +- .!+ %G  $d G,>+%N[#^%x%„ - +%„[G8 3  -  % `,>+2Z%[C.!++a&%$]M^. Quy trình nghiên cứu:  - )(’N!+ZN2+$%,"  - *: %[b• ‡  - 4(^ a%()66^8  - ?(‡%.`['•ut$2$O@OO

Ngày đăng: 08/12/2013, 21:52

Xem thêm: Đo lường sụ hài lòng của khách hàng sử dụng thẻ ATM, Đo lường sụ hài lòng của khách hàng sử dụng thẻ ATM

Đo lường sụ hài lòng của khách hàng sử dụng thẻ ATM

Thông tin tài liệu

Từ khóa liên quan

Tài liệu cùng người dùng

Tài liệu liên quan