Exploring the Factors Affecting the Customer Satisfaction of theSecurities Brokerage Service in Danang City
| Autor: | Ha Trinh Thi Phuong Long, 河程式方龍 |
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| Rok vydání: | 2015 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 103 Vietnam''s stock market started operation since 2000 and now in Vietnam have VN-index and HNX-index. In Danang, investors are trading via VN-index and HNX-index. Most of securities firm in Danang are branch of the main firms in Ho Chi Minh and Hanoi. However, in recent years, stock market has more developed and attracted many investors in Danang and services quality of securities firms at Danang was not able to meet customer’s expectation when using their services. The thesis is carried out with quantitative survey by collecting information after sending questionnaires to 150 customers in Danang. Then, author runs single, multiple variables regression analysis to show the relationship between factors and satisfaction of customers. The analysis shows that these factors including: Reliability, responsiveness, assurance, empathy, tangibility, security play an important role, strongly influence on securities services. Keyword: Vietnam securities, Service quality, stock market, securities brokerage service, stock exchange, securities firm, customer satisfaction, Servqual. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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