Improving service quality at Vietcombank Cantho | |
| Author | Nguyen Thi Cam Tuyen |
| Call Number | AIT RSPR no. SM-01-123 |
| Subject(s) | Vietcombank Cantho--Customer services Banks and banking--Customer services--Vietnam |
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration, School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-01-123 |
| Abstract | In today's increasingly competitive environment, quality service is critical to corporate success. There is no doubt that the service quality is a major topic that the service companies should consider. Delivering high quality service is closely linked to profits, cost savings, and market share. Improved service quality also cut costs because companies have fewer customers to replace, less conective work to do, fewer inquiries and complaints to handle, and less employee turnover and dissatisfaction with which to deal. When service companies put employees and customers first, a radical shift occurs, in the way they manage and measure success. The service profit chain put "hard" value on "soft" measures, relating profitability, customer loyalty, and customer satisfaction to the value of services created by satisfied loyal and productive employees. Vietcombank Cantho is facing with increasing competition from a growth number of financial institutions; all provided similar products and competed for the same customers. At the same time, customers are becoming increasingly sophisticated, and demanded better service and better products - a marketed shift away from the "we'll accept whatever you offer" mentality of the 1990s The survival of any company is depended upon competence to manage the clearly conflicting forces of cost control and quality improvement. Therefore providing better quality service to customers is a challenge for Vietcombank Cantho and the study of service quality management is very important because delivering consistently good service quality is difficult but profitable for service organizations. A study of service quality at Vietcombank Cantho is to analyze and indicate the current sistuation and to dete1mine the way to improve service quality in Vietcombank Cantho. For that reason, this study has been designed to accomplish these objectives. |
| Year | 2001 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-01-123 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Ramachandran, Neelakantan; |
| Examination Committee(s) | Bechter, Clemens;Broustail, Frans;ois Joel ; |
| Scholarship Donor(s) | Government of Sweden (Sida) ; |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2001 |