The Effects of Customer Service Quality on Customer Satisfaction and Loyalty: The Case of VNEX Money Transfer Service
| Autor: | PHAM, MINH-TRANG, 範明莊 |
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| Rok vydání: | 2018 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 106 This study investigates the impact of customer service quality on customer satisfaction and loyalty. Data collected from the customers who conducted the money-transferring transaction in VNEX. In this study, the SERVQUAL model, proposed by Parasuraman et al., (1988) has been applied in designing the questionnaire by using the five facets of service quality including Tangibility, Reliability, Reactivity, Authenticity, Concerning. A total of 300 questionnaires were sent out and 286 valid surveys were received. The empirical results show a correlation in the relationship between service quality, customer satisfaction and customer loyalty. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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