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dc.contributor.authorNhi, Bui Thi Yen
dc.date.accessioned2015-08-05T03:29:41Z
dc.date.accessioned2018-06-12T01:52:18Z
dc.date.available2015-08-05T03:29:41Z
dc.date.available2018-06-12T01:52:18Z
dc.date.issued2014
dc.identifier.urihttp://10.8.20.7:8080/xmlui/handle/123456789/1439
dc.description.abstractccording to the agreement that Vietnam government signed when joining to WTO, Vietnam's retail market will be fully open by 2015. That means retail enterprises with 100% foreign capital can open their business in Vietnam. This leads to increasing the attractiveness of Vietnam's retail market (The appearance and expansion of foreign retailers in Vietnam), but it also increasingly fierce in competition. In current situation, retailers in Vietnam have to face to many difficulties: the economy is in the difficult period with the decline in the purchasing power of consumers; and the intense competition of retail market. Therefore, to grow in difficult conditions, retailers have to looking for ways to attract and satisfy customers to visit and shopping. In the case of AEON mall, they have done very well in attracting customers and made them satisfy despite just opening for a short time (30,000 shopping and entertainment visitors per day ,Saturday and Sunday, there are about 70,000 people / day). However, how to retain customer is a big challenge for a young mall likes AEON mall. Therefore, this study desire finds out the factors affecting customer loyalty of AEON mall. This research aims to achieve 3 main objectives. The first purpose of this research is to identify the level of customer loyalty of AEON mall. After that this research aims to identify the factors belonging to the service quality that affect the customer loyalty and provide some recommendation for the marketers improve their service quality and increase customer loyalty. Retail service quality scale of Dabholkar et al (RSQS) (1996) is employed to make the framework for this study with 5 dimensions: Physical Aspect, Reliability, Personal Interaction, Problem Solving and Policy. This research is done throughout questionnaire delivering to 220 customers of AEON mall in Ho Chi Minh City. As the results, 204 valid ones are coded and analyzed. The results also show that there are only 2 components extracted from 5 initial ones of service quality that significant impact on customer loyalty.en_US
dc.description.sponsorshipMBA. Kieu Anh Taien_US
dc.language.isoen_USen_US
dc.publisherInternational University HCMC, Vietnamen_US
dc.relation.ispartofseries;022001597
dc.subjectManagement -- Marketingen_US
dc.titleFactors affecting customer loyalty : A case of AEON mall Vietnamen_US
dc.typeThesisen_US


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