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Relationship between customer satisfaction and product quality in fast food industry: a case study of kfc in vietnam

Mẫu báo cáo thực tập tiếng Anh

Mẫu bài chuyên đề tốt nghiệp ngành kinh tiếng anh , Chia sẻ Chuyên đề thực tập viết bằng tiếng anh, với đề tài: Relationship between customer satisfaction and product quality in fast food industry: a case study of kfc in vietnam” dành cho các bạn sinh viên đang làm chuyên đề tốt nghiệp

EXECUTIVE SUMMARY

Fast food industry is developing strongly in Vietnam with the landing of international brand names such as McDonald’s, Subway, Starbucks, Burger King, KFC, Popeye, Pizza Hut, Carl’s Jr, and so on. On the other hand, Vietnamese living standard has been increasing and people are more knowledgeable and open to the global with the willingness to absorb new trends and Western style. When formula to operate a fast food service is easily to be copied, fast food providers are competing in Product quality including physical aspect of the stores, reliability in providing right foods, right time, at right price; personal interaction with friendly employees and good procedures/ policies of operation management and handling problems. Accordingly, the study aims to answer questions of ‘What are influencers of customer satisfaction in fast food industry in Vietnam?’ and ‘What is the role of Product quality as an element of influencer set and its relationship to customer satisfaction in fast food industry in Vietnam?’.
To provide empirical findings answering those questions, the study, firstly, reviews related discussions and theory of product quality and customer satisfaction and their relations; and secondly conducts questionnaire-based survey with respondents who are KFC customers in HoChiMinh City, to gain opinions of fast food customers. Empirical results are found according to positivism philosophy, deduction approach and quantitative understanding. The final conclusion confirms the role of product quality’s factors including physical, reliability, personal interaction, problem solving and policy aspects on the final outcome of product quality linking to positive level of customer satisfaction.

TABLE OF CONTENT

ACKNOWLEDGMENT EXECUTIVE SUMMARY TABLE OF CONTENT LIST OF FIGURES
LIST OF TABLES

Chapter 1: INTRODUCTION 1
1.1. Research background 1
Table 1.1. Types of fast foods 1
1.2. Justification of the study 2
1.3. Research question 3
1.4. Research objectives 3
1.5. Scope of the study 4
1.6. The structure of the study 4
1.7. Conclusion 5
Chapter 2: LITERATURE REVIEW 6
2.1. Introduction 6
2.2. Overview of product quality 6
2.3. Overview of customer satisfaction 7
2.3.1. Customers’ satisfaction 7
Table 2.1. Definition of customers’ satisfaction 9
2.3.2. Role of Customers’ satisfaction (CS) 9
2.4. Factors of product quality impacting on customer satisfaction 13
2.4.1. The relationship between physical aspect and customer satisfaction 13
2.4.2. The relationship between reliablity aspect and customer satisfaction 13
2.4.3. The relationship between personal interaction aspect and customer satisfaction 14
2.4.4. The relationship between problem-solving aspect and customer satisfaction 15
2.4.5. The relationship between problem-solving aspect and customer satisfaction 16
2.5. How to measure customers’ satisfaction 17
2.6. Literature review gap 18
2.7. Conceptual research model 19
2.8. Conclusion 19
Chapter 3: RESEARCH METHODOLOGY 21
3.1. Research philosophy 21
3.2. Research design 23
3.2.1. Research approach 23
3.2.2. Research method 24
3.3. Data collection 25
3.3.1. Data sources 25
3.3.2. Sampling technique and characteristics 26
3.3.3. Questionnaire 28
3.3.4. Pilot test of the survey 28
Table 3.1. Themes and questions allocation 29
3.5. Ethical issues 30
3.6. Validity and reliability 30
3.7. Chapter summary 30
Chapter 4: FINDINGS AND MEANINGS 31
4.1. Introduction 31
4.2. Sample profile 31
Table 4.1. Sample profile (N = 165) 32
4.3. Internal consistencies of PROQUA variables 33
4.3.1. Criteria of reliability test and Factor analysis 33
4.3.2. Internal consistencies of PROQUA variables 33
Table 4.2. Internal consistency of PROQUA variables 34
4.4. Assessment of current product quality at KFC VN 36
Table 4.3. Performance of Product quality variables at KFC VN 37
4.5. Key influencers of Product quality at KFC VN 38
Table 4.4. Multiple regression of PROQUA model 39
4.6. Summary of key findings 40
4.7. Chapter summary 41
Chapter 5: CONCLUSION 42
5.1. Chapter introduction 42
5.2. Summary of studying process 42
5.3. Answering Research questions 43
5.4. Research recommendations 44
5.5. Limitations and implications for further studies 46
5.6. Chapter Conclusion 47
REFERENCE 48

Appendix

Appendix 1 : Questionnaire Appendix 2: Sample Profile
Appendix 3: Internal Consistencies of PROQUA variables Appendix 4: Multiple Regression of PROQUA Model at KFC VN

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Báo cáo thực tập bằng tiếng anh

Báo cáo thực tập bằng tiếng anh

Báo cáo tốt nghiệp bằng tiếng Anh

Báo cáo tốt nghiệp bằng tiếng Anh

Mẫu báo cáo thực tập tiếng Anh

Mẫu báo cáo thực tập tiếng Anh

Báo cáo tốt nghiệp chuyên ngành Tiếng Anh

Báo cáo tốt nghiệp chuyên ngành Tiếng Anh

Research on individual customer satisfaction with products and services: a case study of retail at BIDV Cho Lon Branch

Research method

Mẫu bài chuyên đề tốt nghiệp ngành kinh tiếng anh , Chia sẻ Chuyên đề thực tập viết bằng tiếng anh, với đề tài: Research on individual customer satisfaction with products and services: a case study of retail at BIDV Cho Lon Branch dành cho các bạn sinh viên đang làm chuyên đề tốt nghiệp

!EXECUTIVE SUMMARY
In 2016, the world economy continues to recover but is not stable and even, the domestic economy faces many risks and challenges but with the policy of drastic, right direction and consistency of the main. The macro economy has achieved positive results, fulfilling the target.
However, the economy still has difficulties and challenges. On the basis of pursuing the objectives of the National Assembly, the Government, the State Bank of Vietnam has flexibly and synchronously managed monetary policy instruments to regulate the currency in line with the objectives of inflation control and stability macroeconomics, supporting economic growth at a reasonable level.
In such a fierce competition environment, customers are the decisive factor in the survival of the Bank. The bank that gets the attention and loyalty of its customers will win and grow. Customer-focused business strategy is becoming a business strategy of utmost importance. Collaborating with customers in business, attracting new customers, strengthening existing customers is becoming an effective business tool with low cost but high business efficiency. How to give customers the best satisfaction is always the problem that banks must try to perform with all their abilities.
In addition, customer satisfaction will help build loyal customers that are essential to maintaining regular Bank activity.
It is difficult to measure the BIDV’s satisfaction of customers in banking service due to the invisibility of banking service. The topic of ” Research on individual customer satisfaction with products and services: a case study of retail at BIDV Cho Lon Branch
” be studied.
This study focuses on analyzing the factors affecting the satisfaction of incorporate customers through the use of bank services. The analytical methods used in this study are the methods of exploratory factor analysis and the verification of Cronbach coefficients for building and testing scales. In addition, multiple regression models are used to assess the specific impact of these factors on the level of customer satisfaction. The results of this study have showed that the Reliability , Responsiveness, Empathy, Tangibles could impacts significantly on the overall satisfaction of customers.

TABLE OF CONTENT
ACKNOWLEDGMENT
EXECUTIVE SUMMARY
TABLE OF CONTENT
LIST OF FIGURES
LIST OF TABLES
CHAPTER 1: GENERAL OVERVIEW
1.1. The overview of Vietnam banking industry in two recent years
1.2. The overview of BIDV
1.3. Research question
1.4. Research objectives
1.5. Scope of the study
1.6. Structure of the study
1.7. Conclusion

CHAPTER 2: LITERATURE REVIEW
2.1. Introduction
2.2. Overview service
2.3. Overview service quality
2.4. Overview customer satisfaction
2.5. The relationship between service quality and customer satisfaction
2.6. How to measure customer satisfaction
2.7. Literature review gap
2.8. Conceptual research model
2.9. SERVQUAL model

CHAPTER 3: RESEARCH METHODOLOGY
3.1. Research philosophies
3.2 Research design
3.2.1. Research approach
3.2.2. Research method
3.3. Questionnaire design
3.4. Framework for data analysis
3.5. Chapter summary
CHAPTER 4: DATA COLLECTION AND ANALYSIS
4.1. Scale
4.2. Sample
4.3. Data collection and analysis
4.3.1. Testing scale with Cronbach Alpha reliable coefficient
4.3.1.1. The consistency coefficient Cronbach Alpha – Independent variables in the model
4.3.1.2. The consistency coefficient Cronbach Alpha – Dependent variables in the model:
4.3.2. Exploratory factor analysis:
4.3.2.1. EFA – the independent variables in the model
4.3.2.2. EFA – the dependent variable in the model
4.3.3. Multiple regression analysis
4.3.3.1. Multiple regression model
4.3.3.2. Testing the hypothesis
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS

 

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Chuyên đề tốt nghiệp tiếng anh

Chuyên đề tốt nghiệp tiếng anh

Research method

Research method

SERVQUAL model

SERVQUAL model

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