The study focused on customer satisfaction with customer service at Agribank Ha Tinh Branch. Serverqual model was employed in the assessment of customer satisfaction of the bank. The questionnaire was handed out at the bank for one month, from mid of March to mid of April, 2016.
I hereby declare that the thesis is my own work and effort and that has not been submitted anywhere for any award. Where other sources of information have been used, they have been acknowledged.The content and figures presented in the thesis reflected a fair and true situation of the internship organization.
The results showed that the customers are mainly satisfied with all customer services at Agribank Ha Tinh Branch. The research presented here has profound implication for future studies of the bank and may one day help solve problems about customer service at this bank.
Firstly, I would like to express my sincere gratitude to MA Ngo Thi Viet Anh, my supervisor who has given valuable guidance, advices, and comments throughout the whole period of this minor thesis. Needless to say, without his support, the thesis would not be either inspired or finished.
Secondly, I want to thank Ms Nguyen Thi Dien- Director of Agribank Ha Tinh Branch; Mr Duong Dinh Luong- Head of Thach Ha transaction office and Tran Thi Huyen Trang-the credit officer for giving me the permission to commence the thesis, to do the necessary research work and to use departmental data as well as supporting me during my study.
Especially, I warmly thanks to my beloved parents, family members and close friends for their support and encouragement not only during the period of this minor thesis but also for my whole life.
Finally, because of limitation of time and knowledge, mistakes are unavoidable, so I wish to have more opportunities. I also wish to receive more contributions and suggestions to make my thesis better.
LIST OF ABRREVIATION
Agribank Ha Tinh: Ha Tinh Bank for Agriculture and Rural Development. P: Perception E: Expectation BIDV: Bank for Investment and Development of Viet Nam Vietinbank: Viet Nam Join Stock Commercial Bank for Industry and Trade
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