Room: 507
Time: 14:15 – 15:45
Session Chair: Kessara Kanchanapoom, NIDA Business School
Factors Affecting Customer Satisfaction and Customer Loyalty the Case of Binh Duong Ceramic Product
Phuong Nguyen Ngoc Duy, Hong Bang International University
Ta Minh Hoang, International Univeristy
Vietnam is one of the biggest ceramics exporters in the world which is well-known for its unique design and shape. In the other hand the domestic market of Vietnam ceramics was dominated by China and other countries. The researcher has developed a research model with 6 hypotheses and both quantitative and qualitative approach was used to interpret to data. The research mainly uses quantitative method to analyze data. As the final result was showed all the hypotheses was supported except Brand Awareness. Customer satisfaction and switching cost show a positive effect on customer loyalty. Price, Service quality, Product quality showed a positive effect on customer satisfaction. As a consequence Price, Service Quality, Product Quality had an indirect impact on customer loyalty.
Retention Management: A Study of White Goods Retailers in Mumbai
Jehangir Bharucha, H.R. College of Commerce and Economics
This study focuses on Customer Retention strategies adopted by retailers in the White Goods Sector in the metropolitan city of Mumbai. This customer loyalty is vital to the white goods retailers as there is generally continued retailer preference of the customer over a long period of time. Customer Relationship Practices go a long way in determining the loyalty of customers. It is also a more economical option as compared to the overall cost of acquiring customers. The paper also investigates some of the best practices in this regard.
7-Eleven Sets to Open Store in Vietnam: What Lies Ahead ?
Duyen Anh Doan, International University – Vietnam National University
Viet Dung Trinh, International University – Vietnam National University
7-Eleven has signed a master franchise agreement with Seven System Vietnam Co. Ltd to develop and operate 7-Eleven stores in the Southeast Asian country, the Japanese company said in a press release in July 2015. The expansion to Vietnam marks the company’s first stake in the Pacific Rim since 7-Eleven entered Indonesia in 2009. This paper outlines some suggestions for strategic launch of 7-Eleven new convenience store launch in Ho Chi Minh City in 2017. This study examines the relationship of store image and customer behavior in retail sector using the Stimulus-Organism-Response (S-O-R) framework. The research focuses on how multi-attributes of store image affect customers’ preference from past experience of current convenience store chains.
