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dc.contributor.advisorNguyễn Hoàng Kiệten_US
dc.contributor.authorLê Thị Hồng Hạnhen_US
dc.contributor.otherĐỗ Hồ Kim Khaen_US
dc.contributor.otherPhạm Thị Nguyệt Minhen_US
dc.contributor.otherPhạm Mai Bảo Ngọcen_US
dc.contributor.otherTrần Thị Mỹ Lệen_US
dc.description.abstractThrough the application of Kano model and IPA, the topic discusses identifying priority factors to improve the quality of OCB's Mobile Banking service. Research with the goal of determining the quality characteristics of each factor, thereby assessing the priority of those factors for customer satisfaction. Through the study and discussion of these factors, the Mobile Banking application can be improved, adjusted, widely connected to many people, providing the best experience and quality and satisfaction. during customer use. Research results can also help people have a deep awareness, feel secure. Since then, customers will increasingly trust OCB's Mobile Banking application. From previous studies, the research team has synthesized 21 quality attributes of OCB's Mobile Banking service. The study was carried out through two phases: secondary data research and quantitative research. Researching secondary data: systematizing theories related to the topic, thereby synthesizing 21 quality attributes. Quantitative research: Data collection by survey questionnaire (n=160). Collected data were processed and analyzed using Excel and SPSS 20 software through descriptive statistics and analysis of Kano, IPA models. Research results show that there are 8 priority attributes to continue to do well and 9 priority attributes to improve.en_US
dc.format.medium47 p.en_US
dc.publisherUniversity of Economics Ho Chi Minh Cityen_US
dc.relation.ispartofseriesGiải thưởng Nhà nghiên cứu trẻ UEH 2023en_US
dc.titleIdentifying priority factors to improve the quality of OCB’s Mobile Banking service: quality management approachen_US
dc.typeResearch Paperen_US
ueh.specialityThương mại - Quản trị kinh doanh và du lịch – Marketingen_US
ueh.awardGiải Ben_US
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Appears in Collections:Nhà nghiên cứu trẻ UEH
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