Exporting Svr 3l Rubber of Vietnam to India
Autor: Selfish Cat • April 27, 2016 • Research Paper • 20,546 Words (83 Pages) • 757 Views
FOREIGN TRADE UNIVERSITYFACULTY OF BUSINESS ADMINISTRATION ---------***--------- [pic 1] GRADUATION THESIS Major: International Business Administration A STUDY ON CUSTOMER SATISFACTION OF MYTV SERVICE OF VNPT Student full name: Tran Thi Thanh Tu Student ID: 1113250034 Class: English14 - High quality FBA Intake: 50 Supervisor: MBA. Nguyen Thi Thu Trang Hanoi, May 2015 |
TABLE OF CONTENTS
ACKNOWLEDGEMENT
ABSTRACT
LIST OF FIGURES
LIST OF TABLES
LIST OF ABBREVIATION
CHAPTER 1: INTRODUCTION
1.1. Background
1.2. Objectives
1.3. Research questions
1.4. Research scope
1.5. Structure of the thesis
CHAPTER 2: LITERATURE REVIEW ON CUSTOMER SATISFACTION
Chapter overview
2.1. Definition
2.2. Customer satisfaction theories
2.2.1. Assimilation theory
2.2.2. Contrast theory
2.2.3. General negativity theory
2.2.4. Assimilation - Contrast theory
2.3. Customer satisfaction measurement models
2.3.1. Kano model
2.3.2. Parasuraman et al.’s models
2.3.3. Customer satisfaction index (CSI) model
Chapter summary
CHAPTER 3: DATA AND METHODOLOGY
Chapter overview
3.1. Methodology
3.2. Sampling method
3.3. Instrumentation
3.3.1. Choice of survey method and type of instrument
3.3.2. Instrument design
3.4. Data collection
3.5. Data analysis
Chapter summary
CHAPTER 4: FINDINGS AND DISCUSSIONS
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