Luận văn kinh tế Các nhân tố ảnh hưởng đến lòng trung thành của khách hàng đối với dịch vụ ngân hàng trên địa bàn thành phố biên hòa

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

NG NAI, THÁNG 06/2014

TRNG I HC LC HNG
KHOA QUN TR - KINH T QUC T
 













PHÂN TÍCH CÁC NHÂN T NH H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










NG NAI, THÁNG 06/2014



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

           

- 
 
            
 
   
 



 1
 1
 1
 2
 3
 3
 4
 4
 4
1. 5
 5
 5
 5
 6
 6
 6
 6
 7
 8

 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

 24
 24
 25
 25
 25
 26
 27
 27
 27
 27
 28
 28
 29
 30
 31
 31
 32
3 33
 34
 34
 34
 35
3.3.4 Xâ 35
 36
 36
 37
 37
 38
 39
 40

 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

4.9.1 Phân  61
 61
 62
 62
 63
 63
 66
H -  67
 67

 67
 68
5.3.1 Hàm ý chính s 
ngân hàng 68
 69
 70
 71
 71
 72
 72
 73
 74


 34
 35
B 35
 36
 36
 37

 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

 23
 52
 58







CFA
Confirmatory Factor Analysis
 
EFA
Exploratory Factor Analysis

KMO
Kaiser  Meyer  Olkin

mô hình trong EFA
SEM
Structural equation modeling
 
WTO
World Trade Organization
  


1

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


             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           
              


         -    

2

-
-

     
-2015. 
       ông chúng    



 
 


         
hàng.

                
          gân hàng HDbank vào tháng
12/2013               
               
lòng tru 


               
 
   lý do trên mà nhóm 


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

3

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

 

     -  of quality
service on customers satisfaction and loyalty: The case of Commercial Bank
  
    và lòng trung thành khách hàng 
  

4



 hàng.
          -  
  
               

           
              

 -Roberto Valenzuela (2012)  
Sw

        
              
          
ngân hàng nâng cao lòng trung thành khách hàng.
Nhìn chung các            
  
            

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

5

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


          
      
          
rên mô hình Bankserv
 
               
               
 
      

hàng.
   
 

6

               
 
-   
-   
-            
Analysis)
- 
             
(Confirmatory Factor Analysis).
- 

               
 ngân hàng.

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

7

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



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


       

 

lòng trung thành khách hàng.

   
 
              
.
              
             
 - 

8

 VÀ MÔ HÌNH



             
   tài            
 


2.2.1  

              
      

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

9

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

             
   ng hành 
                 

    ó
         

      
              
còn.
  
   
     


  
               
 
  )

 

10

    
h thu và
 


   

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