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CUSTOMER SATISFACTION: A STUDY OF BANK CUSTOMER RETENTION IN NEW ZEALAND potx
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Discussion Paper No. 109
CUSTOMER SATISFACTION:
A STUDY OF BANK CUSTOMER
RETENTION IN NEW ZEALAND
David Cohen1
Christopher Gan2
Hua Hwa Au Yong3
and
Esther Choong4
March 2006
1 Commerce Division, PO Box 84, Lincoln University, Canterbury, New Zealand, Tel: 64-3-325-
2811, Fax: 64-3-325-3847, [email protected]
2 Corresponding Author, Commerce Division, PO Box 84, Lincoln University, Canterbury, New
Zealand, Tel: 64-3-325-2811, Fax: 64-3-325-3847, [email protected]
3 Department of Accounting and Finance, Faculty of Business and Economics, Monash
University, Victoria 3800, Australia, Tel: 61-3-9905-5178, Fax: 61-3-9905-5475, Email:
4 Standard and Chartered Bank, Kuala Lumpur, Malaysia, Email: [email protected]
Commerce Division
Discussion Paper No. 109
CUSTOMER SATISFACTION: A STUDY OF BANK CUSTOMER
RETENTION IN NEW ZEALAND
David Cohen
Christopher Gan
Hua Hwa Au Yong
and
Esther Choong
March 2006
Commerce Division
PO Box 84
Lincoln University
CANTERBURY
Telephone No: (64) (3) 325 2811 extn 8155
Fax No: (64) (3) 325 3847
E-mail: [email protected]
ISSN 1174-5045
ISBN 1-877176-86-9